Returns and Exchanges
This page explains what to do if you need or wish to return an item to us.There are a number of reasons that you may wish or need to return an item to us, What you need to do in each case is detailed below.
WHAT WE WILL NEED FROM YOU
We need to have notification in writing from you. This can be sent by email, if you send an email to us, you should always set your email program to request a read receipt as just like the post, proof of sending is not proof of receipt.
In order to identify you, we need to know from the invoice that was sent with the goods:
- The customer code
- The invoice number
These can be found in the Reference info box at the top right of your invoice. We also need to know which item or items you wish to return to us. This is in the Title Description column of the invoice.
Finally, we will need to know why you are returning the goods to us.
YOU ARE NOT HAPPY WITH THE ITEM YOU RECEIVED
Once you have received an item from us, you have by law 14 working days after the day on which you receive the goods within which you can withdraw from the purchase. This is known as the 'cooling-off period'. If you wish to return an item you have bought within the cooling off period, you must tell us in writing within the seven day period.
You should return the item to us in good condition using if possible the original packaging. We will refund you the full cost of the item and original postage charges. Please take good care of the item while it is in your possession.
IF AN ITEM IS DAMAGED DURING DELIVERY
When you receive a package from us, please inspect it carefully for signs of external and internal damage. Please notify us as soon as possible in writing with the information we request above.
You should return the item to us as soon as possible using appropriate packaging materials. We will refund you the full cost of the item, the original postage charges and the cost of Royal Mail 2nd class postage for returning the damaged item to us.
IF YOU FIND AN ITEM IS DEFECTIVE BUT UNDAMAGED
An example of this may be where a printing error has made a page unreadable.
Please notify us as soon as possible in writing as above.
We will post a replacement directly to you at no extra cost.
IF WE SENT YOU THE WRONG ITEM
Please accept our apologies and let us know as soon as possible. We'll make sure you aren't charged for the wrong item and we'll send you the correct one as quickly as we can.