Refund policy
Return requests must be submitted within 14 days after the product has been received. Any returns must be sent back in the condition it was received, except where you are exercising your EU/EEA right of withdrawal (see below), in which case you are entitled to inspect the goods as you would in a shop.
For general returns and for any claim relating to a problem with your order, please submit a problem report before sending your return, otherwise it may not be processed and a refund may not be given. This step does not apply to EU/EEA consumers exercising their statutory right of withdrawal, which can be exercised using the withdrawal function described below without giving a reason or submitting a report first.
Any claims for misprinted/damaged/defective items must be submitted within 14 days after the product has been received. Claims deemed an error on our part are covered at our expense.
EU/EEA Right of Withdrawal
If you are a consumer in the European Union or EEA, you have the right to withdraw from your purchase within 14 days without giving any reason.
Withdrawal period. The 14-day period runs from the day on which you (or a third party you nominate) take physical possession of the last item in your order. You may also cancel your order at any time before it has been dispatched.
How to withdraw. You can withdraw at any time using the "Withdraw from contract here" function, available in the site footer and on your Orders page [link to your withdrawal function]. You only need to identify your order and provide an email address for confirmation — no reason and no problem report is required. You may alternatively notify us of your decision by a clear statement (for example, using the model withdrawal form) via our contact page. We will send you an acknowledgement of receipt by email without undue delay.
Returning the goods. After exercising your right of withdrawal, please send the goods back without undue delay and no later than 14 days from the day you informed us of your withdrawal. You are responsible for the direct cost of returning the goods.
Refunds. We will reimburse all payments received from you, including the cost of standard outbound delivery (but not any extra cost arising from your choice of a delivery type other than the cheapest standard delivery we offer), within 14 days of the day we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back, or until you supply evidence of having sent them back, whichever is earliest.
Condition of goods. You are entitled to handle and inspect the goods to establish their nature, characteristics and functioning, as you would in a shop. You may be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish this.
Exceptions. Under Article 16(c) and (e) of Directive 2011/83/EU, the right of withdrawal does not apply to: (1) goods made to your specifications or clearly personalised; and (2) sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. Where one of these exceptions applies, withdrawal is not available for that item.
Lost in Transit
For packages lost in transit, all claims must be submitted no later than 14 days after the estimated delivery date.
Wrong Address
If you provide an address that is considered insufficient by the courier, the shipment will be returned to our fulfilment centre. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed Delivery
Shipments that go unclaimed are returned to our fulfilment centre and you will be liable for the cost of a reshipment.