Do you offer refunds or exchanges?Updated 9 months ago

Refunds (if applicable):

Once your return is received and inspected, we will send you a email to notify you that we have received these item(s). We will also inform you of the approval or rejection of your refund depending on how these are returned. 

If you are approved, then we will refund you back on the payment method you used when originally placing the order with us which can take between 7-10 working days of the refund being confirmed by the team. Please note we are not responsible for the returning of your items and if these get lost in transit, we cannot refund you for the items, this is why we recommend putting any returns on trackable service. 

Please note if there is a problem with your order you must provide an image of the packaging your parcel came in, the label found on the box and the products you received. Without this information our warehouse team/ couriers are unable to look into this for you and offer you a refund or replacement.

Kindly be advised that upon the return of your order to our warehouse, our team will promptly assess the situation and determine an appropriate solution, whether it be a refund or a replacement. This process will be completed within 14 days of receiving the returned items, aligning with the guidelines outlined in the Consumer Act 2015 

Non-Returnable Items 

 We cannot refund any item if:

• It is not in its original condition, is damaged or missing parts for reasons not due to our error
• It is returned more than 30 days after delivery, this does not apply if there has been delays in this coming back to us as long as we can see on the tracking information the return was issued before the time given. 
• Any items you return back to us at your own accord and these become lost in transit and never reach our Returns department we hold no responsibility for.
• We cannot accept any accessories being returned that have been delivered to you for hygiene reasons, used or not used
• Any orders received by our Returns department which does not include a note outlining your name, order number, reason for return and product name and quantity being returned otherwise we will not know this is your return.

Exchanges 

We only replace items if they are defective or damaged. If you need to exchange it for the same item please ensure to make our team aware by sending us a email to [email protected]. If you would like to switch a unopened product for a different product in our range and return this, we will charge you for the price difference, if there is one, between the products and additional shipping charges to resend this back to you.