We will offer a full refund if an item purchased from us is faulty, not as described or doesn’t do what it’s supposed to.
Customers have exactly the same rights to refunds when they buy items in a sale as when they buy them at full price.
When we might not offer a refund
We are not obliged to refund a customer if they:
knew an item was faulty when they bought it damaged an item by trying to repair it themselves or getting someone else to do it no longer want an item.
We will offer a refund or exchange for certain items only if they’re faulty, such as:
personalised items and custom-made items
Online, mail and phone order sales
Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods aren’t faulty.
We will offer a refund to customers if they’ve told us within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods once we have been told. Returned goods must be in a saleable condition including original packaging.
We will refund the purchase cost to the customer within 14 days of receiving the goods back. Customers are responsible for return postage.
Repairs and replacements
If a customer has ‘accepted’ an item, but later discovers a fault, we may have to repair or replace it. The customer can still reject the item after it’s been repaired or replaced.
A customer has accepted an item if they’ve:
told us they’ve accepted it (having had enough opportunity to inspect the item before confirming they’ve received it) altered the item
We will repair or replace an item if a customer returns it within 6 months.
Proof of purchase
We may ask the customer for proof that they bought an item from us. This could be a sales receipt or other evidence such as a bank statement or packaging.
Items returned by someone other than the buyer
We might only accept returns from the person who bought the item.