On receipt of your order please examine the condition of the goods and packaging. Please inform us immediately should either be damaged. If you have reason to return an item to us, we will be happy to refund or replace it in accordance with the following terms and conditions. If you registered with us when you ordered, you can manage returns through the “My Account” section, otherwise, please contact us by email.
If for any reason you decide to cancel an order please contact us immediately. If the order has not been despatched, it may be cancelled at no cost to you. If the order has been despatched, we cannot stop it, but when it arrives with you, you are free to return it in accordance with the procedures below.
Non Delivery of Goods
We will inform you by email once your order is despatched. If the order has not been received within five working days of despatch, please contact us and we will do our best to find out what has gone wrong. If an item has been lost in transit we will send out a replacement. If the order was despatched using a tracked courier service we can normally locate it very easily. With non-tracked items, we may ask you to wait for a reasonable time for the original package to arrive before we send a replacement. Royal Mail does not define an item as lost until 15 working days have past. If you have asked us to leave the package unattended, we will assume that it will be delivered and we will not accept any claim for non-delivery. Any claim for non-delivery must be made within 15 working days of despatch. Claims after this period will not be accepted.
If we despatch the wrong item to you, please let us know as soon as possible, and in any case within 15 working days.
Acceptance of goods
We allow a period of one month from the despatch date for goods to be inspected and tested. If no fault is reported to us within that time we deem the goods to be have been accepted as fit for purpose and not faulty.
Faulty goods within the acceptance period
If the goods we have sent you are faulty when you receive them, or develop a fault within the first month, you are entitled to an exchange or a full refund. Before returning goods please inform us of the problem, and we will let you know if we need it to be returned. In some cases (such as broken glassware) we may ask for a photograph as proof, rather than for the item to be returned. On receipt, we will examine the goods. If we agree that the goods are faulty we will refund the cost of returning them to us, and either refund the original price (including delivery) or send out a replacement. We will not send out a replacement until we have received the original item back.
Faults in goods after the acceptance period
If an item develops a fault after the acceptance period but within the warranty period there may be a number of options available to remedy the situation, including repair or replacement directly from the manufacturer. Please contact us in the first instance with full details of the fault. We will then contact you to let you know what we can do to solve the problem. Please do not return the goods without first contacting us, as some manufacturers will collect directly from you. All warranty periods commence on the original despatch date. The warranty period of any replacement will expire on the same date as the original warranty. If the item does not have a stated warranty period we consider a reasonable time to be one year from the despatch date.
You may return any goods excluding food products purchased from us for a refund including original delivery charge subject to the following conditions:
• You have informed us of your intention to make the return within fourteen working days of receipt.
• We receive the return within seven working days of you informing us.
• The item is unused.
• The item is undamaged.
• The packaging, including all documentation is complete and undamaged.
On receipt, all returned goods will be examined. We reserve the right to withhold a percentage of the refund value of returned goods if the product or packaging is in such a condition that the item needs to be reduced in price for resale. If this is necessary, we will contact you before crediting your card. Ordinarily your card will be credited within seven working days. If an items is received outside of the time limit or in such a condition that it is not re-saleable, we will not issue a refund. We will give you the option of having the item sent back to you but there will a charge for this service.
If unsuitable goods are returned for a credit you must cover the cost of postage. We recommend that all returned items are packaged securely and send using a recorded mail service. We do not take any responsibility for items which are damaged or lost in transit.
Except in the case where we have delivered the wrong item, or it is in some way faulty (including out of date) all food items are excluded from this returns policy.