Returns and refunds
We hope that you will be happy with your purchase, however we understand that sometimes you may find a product does not suit your needs or that you have changed your mind.
Returns of unused products
When you buy online or by phone, you have additional rights as a consumer under the Distance Selling Regulations. This means if you as the purchaser notify us in writing of your wish to return an item within 14 working days of receiving it, we will refund you for both the purchase price and any delivery charge paid. Please make sure you take reasonable care of the item while it is in your possession, and that it is returned to us unused in or with the original packaging. If the original packaging is unavailable, it is the customers responsibility to ensure the product is suitably packed for its safe return. The cost of returning the product is the customers responsibility; we do however aim to provide low cost or free returns where it is feasible for us to do so. Please see this section of our Terms and Conditions.
Please send your request to return any item by email to firstname.lastname@example.org or in writing to our details on our contact us page.
If you find that you wish to return an unused item after the 14 day period provided by the distance selling regulations, please call us on 07780 493 451 with the details. We will assess each request sympathetically on an individual basis. After 14 days we may accept the return of an unused product for a refund less the original delivery costs (which may not have been charged to you) and the cost of returning/re-stocking the item. The maximum period for this to be considered is 28 days.
If a product is found to be faulty or develops a fault, please contact our Customer Services department by email on email@example.com in the first instance with full details of the problem. We will aim to respond in a reasonable time to your request and provide a solution that fulfils your statutory rights under relevant consumer legislation regarding faulty goods. This may be a replacement, refund or repair of the product depending upon its age and use.
If we agree to refund you in any circumstances, refunds can only be made to the original card used to make the purchase or via PayPal. In the event that this card account is not available to process the refund to, a bank transfer will be made to the account of the original card holder provided that account can be verified at the billing address provided at the time of purchase.
Refunds will be made within 28 days of you notifying us that you wish to return an product under Distance Selling Regulations and within 14 days of our agreement with you to provide a refund in all other circumstances.
Please note, any item which is bespoke made to order, designed or adapted specifically for your use, or items which are hygienically sealed and have been opened (for example bed mats, Texible Wisibi mat), cannot be returned for a refund.
These conditions do not affect your statutory rights when goods are faulty or not as described.