In short
- You have 7 days after your order arrives to change your mind.
- Faulty items can come back within 6 months, at our cost.
- Refunds take 30 days at most. We aim for 7 working days.
Changed your mind
You can cancel your order within 7 days after you receive it, without giving a reason and without any penalty. This is your cooling-off right under section 44 of the Electronic Communications and Transactions Act.
- You can open the box and check the item, like you would in a shop.
- Please send it back with everything it came with (parts, accessories and manuals).
- The only cost to you is the direct cost of returning it, such as the courier collection fee. We'll tell you the amount before anything is collected.
- We refund the full price you paid, including the original delivery fee, within 30 days of you cancelling.
Items you can't return just because you changed your mind
The law excludes these from the cooling-off right. They're still covered if they're faulty (see below).
- food, drinks and other everyday consumables delivered to your home or work
- items made to your specifications or clearly personalised
- items that can't be returned because of what they are, such as earrings, underwear or cosmetics once their hygiene seal is opened
- items that go off or expire quickly
- music, video or software that you've unsealed
- newspapers, magazines and books
Faulty, damaged or wrong items
Under section 56 of the Consumer Protection Act, every item comes with a 6-month guarantee from the day it's delivered. If an item is faulty, unsafe or not of good quality, you can return it at our cost and risk, and you choose whether we:
- repair it,
- replace it, or
- refund the price you paid.
If we repair an item and the same problem comes back within 3 months, or a new one appears, we'll replace it or refund you.
- Damaged or wrong item on arrival: you can refuse it at the door, or tell us within 10 working days and we'll collect it at our cost.
- Not covered: damage caused by misuse, accidents, or using an item against its instructions, and normal wear and tear.
- Many products also have a manufacturer's warranty for longer than 6 months. That comes on top of your rights, not instead of them.
Your order didn't arrive
- Let us know and we'll track it down with our supplier partner and courier.
- If we haven't delivered within 30 days of receiving your order (or by the time we agreed with you), you can cancel by giving us 7 days' written notice, and we'll refund you in full.
- If an item turns out to be unavailable, we'll tell you straight away and refund you within 30 days. We aim for 5 working days.
How to return something
- Tell us. Contact us within the time limits above (details on our contact page). Include your order number, which item it's about and what's wrong. For faulty or damaged items, please send a photo.
- We reply within 2 working days with your return instructions, usually a courier collection from your address or a drop-off point near you.
- We check the item. For faulty items, this may include an assessment by our supplier partner or the manufacturer.
- You get your refund, repair or replacement.
How refunds work
- Card payments are refunded to the same card. Your bank may take a few extra days to show it.
- Refunds are made within 30 days of you cancelling. We aim to refund within 7 working days of receiving the returned item.
- If you used a promo code, the refund is the amount you actually paid.
These rights come from the Consumer Protection Act and ECTA, and nothing in this policy reduces them. Questions? Contact us.