Returns & Cancellations
Consumers – standard goods
For standard, non-personalised goods bought online, consumers normally have the statutory 14-day cancellation period from receipt of the goods. After telling us they are cancelling, they normally have a further 14 days to return the goods. Statutory exceptions still apply.
Consumers may inspect goods as they reasonably could in a shop. A deduction may be made for loss of value caused by handling beyond that level. Standard outbound delivery is refunded where the law requires it.
Business / trade customers – standard goods
A business customer may request a return within 14 calendar days of delivery. Prior written authorisation is required before goods are sent back. Goods must be unused, complete, undamaged and suitable for resale, with original packaging, accessories and documentation included where reasonably possible.
Bespoke, branded and made-to-order goods
Bespoke, personalised, engraved, permanently marked, specially configured or custom-branded goods are normally excluded from the standard consumer change-of-mind cancellation right. For business customers, these goods also cannot normally be cancelled once manufacture, customisation or committed material procurement has started. Faulty or non-conforming goods are treated separately.
Damaged, faulty or incorrect goods
Please report visible problems promptly. We may request photographs. Statutory rights remain unaffected; depending on the circumstances, remedies may include repair, replacement, missing parts, re-performance or refund.