Delivery & Returns

Our delivery and returns policy form part of our main terms and conditions that can be found here: Terms & Conditions

Delivery Of Products To You

6.1          We will deliver the Products ordered by you to the address you give us for delivery at the time you make your order, using the method of delivery that you choose when you place your order. It is important that the address supplied by you is accurate.

6.2          We will use reasonable endeavours to fulfil your order and, unless there is an event outside of our control, we will deliver to addresses in the UK within 30 days of your Order Confirmation and to all other addresses within 45 days of your Order Confirmation.

6.3          Delivery will be completed when we deliver the Products to the address that you gave to us, and the Products will become your responsibility from the completion of delivery. We will not be responsible for any lost orders which are delivered to any “safe space” that you notify to us.

6.4          You will become the owner of the Products you have ordered when they have been delivered to you and when we have received cleared payment for them in full, including any delivery charges.

Customer Rights Of Cancellation

Please note that this clause 7 only applies to you in you are a consumer, and does not apply if you are ordering as a business.

7.1          Changing your mind

(a)           If you are contracting as a consumer then, in addition to any rights you have for damaged or defective Products, you may cancel a Contract at any time within 30 days from the date you received the Products. In this case, you will receive a refund of the cost of the Products and the postage or delivery costs minus any non-standard postage or delivery costs in accordance with our refunds policy (set out in clause 9 below).

(b)           To cancel a Contract in this way, you must inform us and return the Products to us as soon as reasonably practicable, and at your own cost (unless we have sent you substitute Products, in which case we will bear the costs of return). We can arrange for collection of the Products from you by our courier at an additional cost to you. You will take reasonable care of any Products you wish to return while they are in your possession. You have a right to inspect the Products but where any Product returned has been used by you while in your possession or the quantity of Products returned to us is lower than stated by you, we have a right to make a deduction for any associated loss of value.

7.2          If we make a mistake

(a)           We strive for perfection with every order that is picked by our warehouse team. However, if you discover an error in your order, please contact us within 30 days of receipt and we will replace your item(s) or give you a full refund and pay for collection of the order to be returned to us. If you contact us after 30 days we will either replace your item(s) or, if that is not possible, offer you a full or (where we make any reasonable deduction for any use) partial refund.

7.3          Product testing

(a)           Our customers may purchase our Products for a variety of different uses and are therefore responsible for their own product testing in relation to those uses. Our Advisors can give only you guidance on suitability of a Product for any purpose based on the information we have from the manufacturer and we cannot accept any liability for Product suitability for your specific requirements. If you wish to use Products for a specific use or purpose (other than a use or purpose specified, or use otherwise confirmed to us in writing by the manufacturer for that Product) you should initially purchase the Product in sufficient quantities to undertake all necessary testing for you to verify its suitability for your specific intended use or purpose, before making any bulk or multiple purchases.

7.4          Defective products

(a)           All our Products are inspected before they leave our warehouse. Occasionally an item may get damaged in transit. If your order is damaged or defective, we would kindly ask that you send us proof of damage – for example a photograph in .jpeg or .png format submitted via the customer order portal on our Site or attached to an email to us. Where an item is damaged by the courier, we will raise a claim and ask that you complete any correspondence or questionnaire sent by the courier in relation to a loss or damage claim.

(b)           Where we are satisfied that the Product is damaged, we will arrange for your damaged or defective order to be collected by the shipping company and pay for the return shipping of the items to us. Where you contact us within 30 days of the date you receive your order we will refund your order or, if you prefer, replace your items. If you contact us after 30 days we will either replace your items or, if that is not possible, offer you a full or (where we make any reasonable deduction for any use) partial refund.

7.5          If you are a consumer, please see our Consumer Returns Procedure for further details of our returns process and procedure applicable to your Contract.

Our Refund Policy

9.1          If you return a Product to us:

(a)           because you are a consumer and you have cancelled the Contract between us within the 30 day cancellation period (see clause 7 above), we will process the refund due to you as soon as possible and, in any case, within 14 days of the day on which you gave us notice of cancellation, provided that the Product is in its original condition, is not damaged on return or missing parts for reasons not due to our error. In this case, we will refund the price of the Product and the postage or delivery costs minus any non-standard postage or delivery costs. However, you will be responsible for the cost of returning the item to us; or

(b)           because you are a consumer and you notify us within 30 days of delivery that the Product does not conform with clause 10.1 (below), we will refund you for the Product and the postage or delivery costs and either pay for collection of the goods or reimburse you for any reasonable costs you incur in returning the item to us. We will process any refund due to you as soon as possible and, in any case, within 14 days of the day on which you gave us notice of the non-conformity; or

(c)           where we have agreed to give you a refund in any other circumstances, we will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 14 days of the day we confirmed to you via e-mail that you were entitled to a refund.

9.2          Where you return a product to us for reasons set out in clause 9.1, we will refund any money received from you using the same method originally used by you to pay for your purchase.

9.3          If you are a consumer, please see our Consumer Returns Procedure for further details of our returns process and procedure applicable to your Contract.

Warranty

10.1          Where you are purchasing Products as a consumer, we promise that the Products will:

(a)           be of satisfactory quality;

(b)           be fit for the purpose for which goods of that type are commonly supplied;

(c)           correspond with the description and any specification for the Products on our Site;

(d)           be free from minor defects; and

(e)           will be of a satisfactory safety standard and durability.

10.2          Where you are purchasing Products as a business:

(a)           we warrant that, in ordinary use (including in accordance with the purpose for which those Products are commonly intended and any applicable guidance provided in writing by the manufacturer), for a period of 90 days from the date of their delivery, the Products will comply with the description and specification set out on our Site and will be free from material defects; and

(b)           except as expressly provided in these Terms, all warranties conditions or other provisions implied by statute or common law are excluded to the fullest extent permitted by law and, in particular (but without limitation), we do not make any warranty that the Products will be fit for any particular use or purpose and it is your responsibility to ensure that the Products meet your requirements.

10.3          We try to ensure that pictures of the Products on our Site are as accurate as possible, but such pictures are illustrative only. Technical limitations of presentation of the pictures and slight variations between the pictures and the Products themselves must be expected, and to the maximum extent permitted by law, we will have no liability for such limitations or variations

10.4          Where you are purchasing Products as a business, if you have a valid claim in respect of any of the Products which is based on any failure to meet the warranties set out in clause 10.2, we shall be entitled to replace the Products (or the faulty part in question) free of charge or, at our sole discretion, refund to you the price of the Products (or a proportionate part of the price). You must notify us of any problems with the Products or their delivery as soon as you reasonably can, and in any event within 14 days from the date of delivery.

10.5          The warranties for business customers in this clause are subject to the limitations on liability set out at clause 11.