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Refund policy

We know having to return an item is never ideal, so we are here to make the process as easy as possible. This policy applies to all customers in all geographies for orders submitted through our website. 

  1. This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

Returning faulty or damaged items

What you can return depends on the time period since delivery as below, and your rights fall under the Consumer Rights Act, giving you the right to return items that are faulty

  • Up to 30 days after receiving the items, you have a legal right to a refund. We may also offer an exchange if we have the items in stock, or a repair at your discretion .
  • After 30 days have passed, if there is a fault, contact us and we can arrange a refund. We may also offer an exchange if we have the items in stock, or a repair at our discretion .
  • After 6 months have passed from receipt of the goods, the burden of proof switches to you to prove there was a fault present at time of purchase. We will ask you to provide evidence that the goods were faulty or damaged at the point where you received them.

Other returns

  • In accordance with the Consumer Contracts Regulations, as your item was bought online, you have consumer return rights:
      • You have a cancellation period that starts when you place the order, and ends 14 days from the date you receive the goods
      • You then have 14 days from that date to return the goods
  • If you have no other legal right to a return you are nonetheless entited to receive a full refund under this policy if we receive the product within 30 days following the date of dispatch to you, if the items is
      • In original condition
      • In the original packaging
      • Not modified in any way 

What is the returns procedure?

    • Ideally, drop a line to first of all, so we can best understand your issue, to ensure there are no delays approving your return.
    • Enter your order number and email address in the fields above and click Start
    • Follow the instructions and select the items you want to return
    • You will get a confirmation email with the shipping guidelines once the return request is approved
    • To complete your return, we require a receipt or proof of purchase. 
    • There are certain situations where only partial refunds are granted (if applicable) 
    • Any item not in its original condition, is damaged or missing parts for reasons not due to our error 

    What does it cost? 

      • There are no charges for returns
      • Original shipping charges are non-refundable (any charges for sending you the original shipment)
      • In the case of faulty or damaged goods, we will provide a pre-paid Collect+ label for the return shipping, or you can send using an alternative method at your own cost.

    How soon will I get my refund?

    • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
    • If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, as soon as possible and in any event, within 30 days following the day we receive your returned product.
    • Reservation fees paid for preorders are not refundable. 
    • If you are returning an item for repair or checking, please allow up to 30 working days.

    Let's Go! 
    To return your product, visit 
    Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

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