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Refunds Policy

Returns, Cancellations & Refunds Policy

Cancellation of Orders

The Company reserves the right to charge the Customer for any costs, losses, or expenses incurred in relation to cancelled orders, including administration, processing, manufacturing, or supplier charges.

Orders for specially manufactured, bespoke, made-to-order, or non-stock items cannot be cancelled once production or procurement has commenced, unless agreed in writing by the Company.

Nothing in these terms affects a consumer’s statutory rights under UK consumer protection legislation.

Return of Goods

Goods may only be returned with prior agreement from the Company.

Approved returns must:

  • Be returned within 14 days of delivery unless otherwise agreed;
  • Be unused and in a fully resalable condition;
  • Be complete and returned in original packaging where possible;
  • Be accompanied by proof of purchase.

Accepted returns may be subject to a handling and restocking charge of up to 10%.

The Customer is responsible for return carriage costs unless the goods are faulty, damaged, or incorrectly supplied.

The Company reserves the right to refuse credit or apply deductions for goods returned damaged, incomplete, used, or unsuitable for resale.

Special Order & Bespoke Goods

Specially ordered, bespoke, customised, or made-to-order goods are non-returnable unless faulty or otherwise agreed in writing by the Company.

Where returns are exceptionally agreed, any manufacturer or supplier restocking charges and associated costs will be payable by the Customer.

Faulty, Damaged or Incorrect Goods

Customers must inspect goods upon delivery and notify the Company within 48 hours of any shortages, damages, defects, or incorrect items supplied.

Where goods are confirmed to be faulty, damaged, or incorrectly supplied, the Company will, at its discretion:

  • Replace the goods;
  • Repair the goods; or
  • Provide an appropriate refund.

This does not affect statutory consumer rights.

Consumer Distance Selling Rights

For retail customers purchasing online, by phone, or off-premises, consumers may have the right to cancel and return eligible goods within 14 days of receipt under the Consumer Contracts Regulations 2013.

This right does not apply to:

  • Bespoke or customised goods;
  • Goods made to the customer’s specification;
  • Items unsuitable for return due to hygiene or safety reasons once opened;
  • Goods damaged after delivery.

Refunds will be processed within 14 days of receiving the returned goods or evidence of return.