Refunds/Replacement

Return Process

• It can take up to 7 working days from the date of your return for your parcel to be delivered back to our warehouse.
• We will inspect the returned item and notify you of your refund or replacement via email. This is usually done within 10 working days of receiving your return into our warehouse. During busy periods, please allow up to 21 working days for your return to be received and processed.
• Refunds will be issued via the original payment method. If your original payment card has expired, please provide us with the new card’s expiry date only. Do not send any other card details.

Replacement Items

If you wish to receive a replacement, the new item will be dispatched once the original product has been received in our warehouse.

Damaged or Faulty Goods

• Ensure all items are checked on receipt. Faulty or damaged items must be reported within 8 working days of receiving the parcel, or within 30 days should the fault develop after receipt.
• If the item was delivered by Premier Delivery, ensure you are satisfied with the product before asking the courier to remove the packaging. We cannot accept large items for return without their original packaging.
• You will need to send us a picture of the damaged/faulty item before any refund or replacement is issued. If you cannot send pictures, you must return the item at your own expense. We will inspect the item, and if the damage/fault is confirmed, we will refund the return cost (we will only refund the collection cost we would charge) and issue a replacement (if in stock) or a refund.
• Under the Consumer Rights Act 2015, if a manufacturing fault occurs within 6 months of receiving your product, we will offer a replacement or a refund. After 6 months, it is up to the customer to prove that the fault was present when received and not due to ordinary wear and tear or customer-caused damage. 

Care Instructions

• Please read all care instructions on the “Size & Info” section on a product page and any disclaimers on product variation due to their organic nature. If an item is not cared for according to our guidelines and is damaged as a result, we cannot be responsible and will not issue a replacement, exchange, or refund.
• For electrical items, there may be an extended guarantee through the manufacturer. Please refer to the original product packaging for more information.

Returning an Item

• You are responsible for the cost of returning items unless they are faulty, damaged, or wrongly despatched. We may refuse to refund items not in the original packaging.
• Ensure you include the RETURN FORM within the parcel.
• Arrange your own return via a courier of your choice. We advise using a tracked service. Items must be returned in their original packaging or a suitable alternative.
• For larger or 2 Man items, call our Customer Service team on 0330 333 2123 to arrange a collection and make payment.

Important Notes

• Returns can take up to 10 working days to be processed. During busy periods, please allow up to 21 working days.
• We cannot accept responsibility for packages that never reach us.