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Returns - Consumer Customers

Returns - Consumer Customers

All goods returned to us must have a return authorisation. Any goods sent back without firstly obtaining a return authorisation could be subject to significant delay.

To obtain a return authorisation:

Email and we will endeavour to reply within 3 working days, between 9.00 – 17:00 Monday to Friday (except public holidays). Emails sent over the weekend will be answered during the following week.

Please Include the following details:

  • Order Number
  • Postcode
  • Serial Number (if the goods are faulty)
  • A detailed fault description - this will speed up the process in the event of goods requiring repair or replacement

Requests without this information will take longer to process and will result in delays to refunds, replacements or repairs.

The condition of the goods will remain your responsibility until they have been booked in and assessed by us.

Any return labels should not be placed directly on the packaging of the goods. Please wrap any goods to be returned in a protective layer and place any labels on this outer packaging.

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)

Once your returned goods have been received and inspected, we will send you an email to notify you that we have received them.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company,as it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items, special order items or B-Stock items cannot be refunded.

Exchanges (if applicable)

We only replace goods if they are defective or damaged on arrival. If you need to exchange them for the same type of goods, send us an email at

Depending on where you live, the time it may take for your exchanged goods to reach you may vary.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned goods.