RETURNS, EXCHANGES & REFUNDS PROCEDURE
1. If your product is unwanted or you have changed your mind
We are happy to offer you a refund or an exchange if the product you are returning is in a fully resalable condition, i.e. UNOPENED and UNUSED, and the return is made within 28days from date of order. In this case you must email us at firstname.lastname@example.org. Simply state the order number in the SUBJECT line and let us know that you are sending the product/products back. It will help if you could mention your name and email address, the product details and reason for return. Please also state clearly whether you would like a refund or an exchange.
Send us the product back using 2nd Class signed for service and we strongly advise that you obtain a proof of postage receipt when sending the item(s) back to us. Please ensure that all items being returned are complete with original packaging, and are securely sent.
We are unable to process your refund or exchange until we receive the product back.
2. If your product is faulty or damaged, or if we have sent you the wrong item(s)
We will always try our best to ensure that we dispatch your order correctly and with secure packaging. Sometimes, however, mistakes do happen or products do not reach you as expected. In such cases we aim to resolve the problem as quickly as possible. In this case, please email us on email@example.com, mentioning the order number in the SUBJECT line and your name and email address. Please mention in detail the problem with the item(s) received. In the case an item has leaked or broken, please do send us some images if possible.
We will then send you a Returns Label, which you can use to send us the item(s) back.
3. Return Delivery Charges
In the case of faulty or damaged items, or order errors, we will cover the cost of returning the item(s) to us via Royal Mail by supplying a Returns Label.
If you have simply changed your mind then we request you to send us the item back. We strongly advise that you retain proof of postage. We will not be able to process any refunds or exchanges until we receive the item(s) back.
4. How Refunds are Paid
Refunds will be paid onto the same credit or debit card or paypal account from which payment was taken/received. The refund value will be for the price paid when the order was placed. If you are only returning a part of the order then a refund for only that item(s) will be paid.
If you are returning a product because you have changed your mind, the refund will not include cost of return postage. If you are returning a product that was faulty/damaged or wrongly sent and do not want a replacement, we will refund the value of that product. The returns postage will be covered by means of a Returns Label.
5. How Exchanges are Processed
When an exchange is required for an item different to the item originally ordered, we will wait till we receive the item you are returning before dispatching the exchange. If the value of the exchanged item is less than the value of the item which was previously ordered, then we will also process a partial refund covering the difference. If the value of the exchanged item is more than the value of the item which was previously ordered, then we will request you to send us payment for the difference to our Paypal account before processing.
If you do not have a Paypal account, we will refund the value of the item being returned and you will need to place a new order for the item you want.