Our Returns Policy forms part of, and must be read in conjunction with our Terms and Conditions. We reserve the right to change this policy at any time.
This Policy was last updated on 18/08/2015.
It’s important to us that you are completely satisfied with all of our products. However, there may be occasions when you need to return an item.
If this is the case, then please communicate to us within 14 days of receiving your original order that you would like to cancel. After you have cancelled, you have 14 days to return the goods for a full refund.
If you notice that something is wrong with your order then please contact us as quickly as possible. Please note that unless we have sent the wrong item or the product is faulty and/or damaged that you will be responsible for any postage costs involved in returning the order.
In all cases the items must returned in their original packaging, unused and in the condition you received them. Please ensure that you take reasonable care of all received items when inspecting them and that security seals or tags remain intact.
All refunds will be made via your original payment method and are usually processed within 7 working days of us receiving the returned item(s).
IF THERE IS A PROBLEM WITH YOUR ORDER
Please accept our apologies if there is a problem with your order. We’re online shoppers too and know how frustrating this can be. If the information below doesn’t answer your questions then please contact us and we will do everything in our power to resolve your problem as quickly and efficiently as possible.
ITEM NOT RECEIVED
To receive a refund or a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item had been dispatched. Pending an investigation with our courier we will refund the undelivered order.
WRONG ITEM RECEIVED
To receive a refund or a replacement, please communicate to us within 14 days of receiving your original order that you would like to cancel. After you have cancelled, you have 14 days to return the goods for a full refund. Please ensure that the items are in their original packaging, unused and in the condition you received them.
DAMAGED OR FAULTY ITEMS
We care about the quality of our products and your happiness as a customer so we take this matter very seriously. If any items were damaged in transit or are considered faulty, we ask that you report it to us at the nearest opportunity but within 7 working days.
If the items are visibly damaged on receipt, where appropriate, it is best to sign the carrier’s delivery note accordingly. Items should be returned complete with all accompanying documentation and with a note to inform us if the carriers documentation was signed as “damaged on arrival”.
Please note that “unopened” infers that no further attempt has been made to open any packaging beyond the damage evident on arrival. In order to reduce frivolous claims, we reserve the right to initiate a claim for reimbursement from the original carrier where this is possible, and entirely at our discretion. Any subsequent refund may be proportionate to the success or otherwise of such a claim.
If after having received the item you believe that it is faulty please contact us as soon as possible with the details. Once we have received the product, provided the above conditions are met, we will issue a replacement or full refund as appropriate.
RETURNING YOUR ITEM TO US
As soon as you determine that there is a problem with your order please contact us as quickly as possible. You can do this by phone or by email.
Please package the item securely and carefully to avoid any damage in transit. In addition, please include your order number, name and address. If the goods are damaged in any way during transit then we will be unable to offer you a refund. The goods must arrive in the condition they left us and in the condition that you received them.
When we receive the items they will be checked by our Returns Department. If you are entitled to a refund we will refund the price of your item. Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt. A refund will be made via your original payment method.
REQUESTING A REPLACEMENT
If you request a replacement and the product is no longer available, we will process the refund back via the payment method used to purchase the original item.
RETURN OF REPLACEMENT GOODS
If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item. You will then receive a refund.
REFUNDING POSTAGE COSTS
Please note that we can only refund the postage costs for returning an item where:
(i) We sent you the wrong item
(ii) The item is damaged or faulty
We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you as soon as possible.
PROOF OF POSTAGE
Please note that any items you have accepted and then return are your responsibility until they reach us so please always use a reputable delivery service. We recommend that you always obtain proof of postage from the Post Office. Without proof of postage we may not be able to process your refund or replacement if your item goes missing in transit.
YOUR STATUTORY RIGHTS
Our Returns Policy does not affect your statutory rights. For more information on your statutory rights, please visit the UK Government’s website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
We care about our customers and always do our best to handle any problems that may arise. However, if you are not satisfied with the way in which we have handled your return, replacement or repair, we would like to extend our further apologises. We sincerely want to resolve the matter. Please contact us on either;
Phone: 0330 088 2232
Post: Customer Service, About Gains, Unit A5 Continental Approach, Westwood Industrial Estate, Margate, Kent, CT9 4JG.