Returns & Exchanges
Cancellations, statutory consumer guarantees, and our 7-day exchange policy details.
Need to start a return?
Email our dedicated returns team with your invoice number and photo/video evidence of the item.
CONTACT RETURNS TEAMCancellations & Change of Mind
Order Cancellations: A 6% administration fee applies to all cancelled orders to cover non-refundable payment surcharges and processing costs.
7-Day Exchange Policy: Products may be exchanged within 7 days if they are sealed, unopened, and in original condition.
- No suitable exchange? We will issue a store credit or gift card.
- Purchased on finance? These are not eligible for gift card exchanges.
- Special orders are excluded from exchanges.
Non-Returnable Items
Hygiene and licensing exclusions (unless evaluated under applicable statutory consumer law):
Faulty or Damaged Products
We operate in accordance with the Consumer Guarantees Act 1993. Claim assessments and remedies are managed per statutory requirements upon inspection.
Damaged in Transit
Notify us within 24 hours of delivery with clear photo/video evidence for claim processing and resolution review.
Incorrect Item
Notify us within 7 days. Items must be unused and in resalable condition.
Refund Processing
Approved refunds are processed in around 15 working days after we receive and verify the product. T&Cs apply.
Warranty & Restocking
- Warranty Claims: Eligible claims are evaluated for repair, replacement, or store credit following inspection. Return shipping arrangements and costs are managed as per policy guidelines.
- Refund Processing Window: Once the returned item is received, inspected, and approved, refunds may take around 15 working days to process back to the original payment account. T&Cs apply.
- Restocking Fee: A 6% restocking fee applies for returns outside of verified fault-based claims.
- Testing Fee: If a product returned under a fault claim is evaluated and found not faulty, a testing fee and return freight charges may apply.
- Bonus Items: Gifts or bonus items must be returned in original condition.
Before sending your item back:
Ensure you have your Invoice/Receipt and the item is securely packed.
