Refund and Returns Policy
If goods have been ordered in error or are not as expected:
Please contact our Customer Services Department on 0151 670 9200 to request a returns authorisation number. Please note, goods must be returned within 7 days of the returns reference being issued.
If goods have been ordered in error or are unsuitable:
The Buyer must pay for the return postage.
The relevant reference number must be quoted on accompanying documentation. Goods must be returned within 14 days of receipt, unused, in perfect condition and sent back in it´s original packaging.
If items are returned as unsuitable:
The Buyer will only be entitled to a refund on the item purchased and not the original postage paid. This process can take between 7-10 days to complete and for a refund to be issued.
Carriage for any alternative items is to be paid for by The Buyer. The Seller accepts no responsibility for items lost in transit. It is recommended that a receipt of posting is obtained and it is the Buyers responsibility to ensure adequate insurance is purchased to cover the items being returned.
Any faulty items which are still under the manufacturer’s warranty must be reported and sent back for inspection, once the goods are received back we will determine whether the item(s) can be repaired, if this is not the case then a replacement will be issued. If we are unable to either repair or replace the item(s) then a full or partial refund may be issued. This process can take between 10-14 days, there are exceptions to this policy due to hygiene reasons – see exclusions.
Our warranties run from the initial date of purchase, if we have made the decision to replace a product that is still under warranty then this does not mean that you receive a new warranty when you receive a replacement. In essence the contract that you make at the time of sale, which includes the warranty, is formed at the time when you paid the money. Issuing a replacement is something that occurs under the original agreement and it does not mean that you receive a new warranty. Therefore, it is important to be aware that your original warranty will expire on the original purchase, rather than the clock being re-set on the warranty at the time when your item is replaced.
Refunds on large/heavy items will be subject to a minimum 10% handling charge.
Items received with broken seals will incur a 10% handling fee and those without original packaging will be subject to a 25% re-stocking fee.
Collections for unsuitable items will be subject to a minimum 10% handling charge. Collection of goods with a value of £50.00 or less and parcels returned to sender will be subject to a minimum charge of £5.00 per parcel.