Returns and Refunds

How To Return An Item Bought Online

There are two types of return:

  1. ‘Not as pictured/described; poor quality; not suitable for the purpose; faulty; damaged; wrong item received; parts missing;’ and 
  2. ‘Not needed’.

Simply decide which is the relevant type in your case, and see below for details of how to return your item. All products returned to us will be thoroughly checked by our Returns Department and only then will a refund, replacement or exchange be authorised and processed. Returns are usually processed within 7 working days of receipt. A refund will be made in the same form of payment that was used to make the initial purchase. You will be responsible for the cost of returning unwanted goods. We will refund the returns postage for faulty, damaged or incorrect items.

To help you to return an item, we have developed some simple and easy to follow guidelines, please read the relevant 'return type' for the instructions on returning your item.

For specific rules regarding refunds of delivery charges, return shipping and other services, please see our full Terms & Conditions.

Faulty, Damaged or Incorrect

If the item you received is faulty, damaged or incorrect please contact our Customer Support team or fill out the returns application form in ‘My Account - My Orders’ area within 14 days, quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return over the phone or by sending an email.

As you are returning an item that is faulty, damaged, or incorrect, we will happily refund your costs in returning it to us (please enclose a copy of your postage receipt when you return the item, or email it to us to, so that we know how much to refund you for your postage). Your original delivery charge will also be refunded if you are returning the whole order and you have requested a refund for the goods. Any items returned to us should include all parts, accessories, instructions and packaging where possible.

Not needed

If you are not completely satisfied with your purchase, simply return the item or items to us in perfect, re-saleable condition (including all parts, accessories, instructions and packaging etc.) within 14 days of receipt. Goods that include software: any item, which includes software, must be returned with the software unopened. If your return falls into this category we will not refund the original postage costs.

We will not refund any services in connection with your order, e.g. gift-wrapping. Under the EU Consumer Rights Directive you have the right to cancel your order up to fourteen days after the date of delivery. Under these circumstances we will refund the applicable delivery charge.

Please note that you are responsible for the cost of returning the product. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

Please contact our Customer Services team on 01902 429904, or by email at to obtain a Returns Reference Number.