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We trust your items will arrive in good order. However if you are not completely satisfied, you may return the products to us in their original condition for a full refund. Please be advised that we cannot accept returned goods that we reasonably believe have been used. In order to do so, please follow the procedure below.
1. Return Notification
To cancel your order you must first notify us within 7 working days from the day you receive your order by email at firstname.lastname@example.org or by filling in the contact us form that you can find in the “contact us” section of the site. You will need to provide your order number and a description of the products you intend to return (you will find this information on the dispatch note).
2. Return Authorisation
Customer service will send you an email to authorise the return, give you the address of our distribution centre to where the products need to be returned and provide you with a return number. You will need to write this return number on the outside of the parcel you send to us.
3. Returning the Products
The products must be sent back to us in the condition they were in when delivered to you within 14 working days from the day you receive the order. If you cancel your order before you receive the products you should not unpack them. The products must be wrapped securely and returned by a recorded delivery service that requires a signature upon receipt. You should retain the recorded delivery receipt to provide proof that you have returned the goods.
4. Defective, damaged or incorrect quantity of products
You must notify us of any defect, damaged or incorrect quantity of products within 10 working days of delivery of the products. If you do not receive the products you must notify us within 7 days of your order. If you have returned the products to us because the products you received were damaged, defective or the delivery was of an incorrect quantity, we will also refund the cost of returning the products to us.
If you have asked for a refund, we will re-credit your account the price paid for your goods for the returned products, within 10 days of your notification provided that you have returned the goods to us in their original condition at our distribution centre within 30 days from delivery.
6. Compliance with our terms and conditions
Refunds will only be made if you have complied with the cancellation and liability sections of our Terms & Conditions.