1. Refunds Policy
1.1 We offer customers the option to request a refund or exchange up to 14 days after receiving your Product(s). If you are a consumer, you have certain legal rights if you purchase Products which then turn out to be faulty. You can obtain further information about these legal rights by contacting the Citizens Advice Bureau (https://www.citizensadvice.org.uk/ or call 03454 04 05 06).
1.2 If 14 days have gone by since the product was delivered to you, unfortunately we can’t offer you a refund or exchange.
2.1 Please note that we are not able to offer refunds for bespoke products made to your specification, for example chains and flexes cut to order.
2.2 If you are unhappy with your Product(s) and would like to request a refund, you must notify us via email at firstname.lastname@example.org within 14 days of receiving the Product(s), and return the item in its original packing together with proof of purchase to the address below:
1 Swan Road,
Westminster Industrial Estate
2.3 Upon receipt of your Product(s) we will:
2.3.1 inspect them to check that they are in their original packaging and are suitable for resale. Should the Products fail the inspection they will remain your property and you will be responsible for their collection.
2.3.2 refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount;
2.3.3 refund any delivery costs you have paid; and
2.3.4 make any refunds due to you as soon as possible and in any event within 14 days after the day on which we receive the Product back from you, or after you inform us of your decision to cancel the Contract.
2.4 We recommend that you insure the Product(s) during transit and put into another box or wrap well to protect the original packaging.
2.5 We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Product we may refund you in vouchers.
2.6 Alternatively, we can arrange a collection for you via our courier service. This will take place at a convenient time, Monday to Friday and within usual business hours. The collection service costs £9, which will be deducted from the amount refunded on to your method of payment. Please note that 'Express delivery' and 'International delivery' postage is non-refundable.
3.1 We hope that you love your Products, but we will happily replace or exchange your Product(s) if they are defective or damaged, or if you change your mind provided that you notify us within 14 days of receiving the Product.
3.2 If your item is damaged or faulty and you would like a replacement Product, you will need to send us evidence of the damaged item and notify us within 14 days of delivery. Just send us an email at email@example.com and we will proceed with the exchange as soon as possible. We will arrange for the collection of the damaged or faulty Product and send you another one free of charge.
3.3 If you change your mind within 14 days of receiving your Product, and would like to exchange your Product for another one on our site, just send us an email at firstname.lastname@example.org.
Please note that you will be responsible for paying for your own delivery costs when returning your item. We will also charge a £9 administration fee to cover the exchange shipping.
3.4 If it is impractical to offer a replacement product for any item that is damaged or faulty, we reserve the right to offer a repair, an allowance for a repair, or alternatively a refund for your purchase.