Returns Policy


If any of our products falls below the high standards that you expect please return them within 14 days and we will happily refund or exchange the item, provided it is returned, as sold, in the original undamaged packaging, with labels still attached, with all the accessories, parts, instructions and any free gifts. We do not expect the original outer delivery packaging where this has been removed.

If we find that a product has not been returned to us in fully resalable condition, or the packaging is damaged, we reserve the right to refuse a refund on the item.

If the item is faulty we will give you a refund or exchange the item if possible. Any postage charges you may have paid will be refunded. If the item is not faulty but has suffered from excessive wear and tear, misuse or malicious damage we will discuss this with you. We will not be able to offer a refund but in some cases may offer an online store credit. If we can offer neither a refund nor an online store credit, we will explain why we cannot accept the return.

Our refund policy runs alongside your rights under the Distance Selling Regulations which allows you to cancel your contract with us (e.g. if your product is not wanted) within 7 working days of receipt.

When a promotional offer or discount - such as a £5 off voucher or 3 for 2 - applies to more than one product, the total value of the promotional offer or discount is split and shared across each product in the correct ratio. If an item or part of the order is returned, we'll refund the relevant correct value.


For reasons of hygiene, safety and copyright, we cannot refund or exchange the following products unless they are faulty:
1. Personal grooming products and cosmetics.
2. Security sealed items that have had the seal broken.
3. Made-to-order products cannot be returned for any reason unless faulty.

How To Return Items

Complete the returns form, then place the form in with the returning item(s):

  1. Name, Billing address and a contact telephone number.
  2. Email address (the one you use to log on to your account).
  3. Order number (you can get this by logging on to your customer account).
  4. Name/Description of the product.
  5. Product Code (if available).

The Reason for returning using the following codes:

  1. Damaged on Arrival.
  2. Faulty, Please Supply More Details.
  3. I Have Received The Wrong Product.
  4. I Just Want to Cancel This Order.
  5. Ordered by Error.
  6. Other, Please Supply More Details.

Returns sent by post are at your own cost. Make sure you obtain a free stamped Proof of Postage or send Recorded Delivery from the Post Office as we are not responsible for items that are lost in transit or damaged on their way back to us. If goods are lost in the post, you must agree to our reasonable requirements for tracking the delivery (such as showing us the proof of posting) before we can give you a refund.

Repack the item(s) as securely as possible and send it to:

Returns Dept
123 Web Shops Ltd
60 Sluice Road
Wiggenhall St Germans
Norfolk PE34 3EF

Refund Payments

Refund payments can only be made to the original card of purchase. Your refund will normally be processed within 7 working days of receiving your return but it may take slightly longer to appear on your bank statement. We will refund the cost of the item, but not the postage unless the item was found to be faulty. This does not affect your normal legal rights.

We will also send you an email to tell you when your refund has been processed.


  Returns Form