Returns and Refunds

1.0 When you return a Product to us:

1.1 (a) because you have cancelled the Contract between us within the 14 day cooling-off period, we will process the refund due to you as soon as possible and, in any case, within 14 days of the day on which we receive the Product back or the date on which you provide evidence of having sent the Product to us. In this case, we will refund the price of the Product in full provided that there is no evidence of use.

If we or our nominated partner delivered the Product which is a large item to you directly (and you are resident in the UK mainland), we will also refund the delivery charge for delivering the Product to you (if any) and we will collect the unwanted Product for free. Please note that it is your responsibility to ensure that these arrive with us as we do not accept liability for goods lost in transit. We will refund the delivery charge for returned small and medium sized items only if the entire order is returned.)

(b) for any other reason (for instance, because you have notified us in accordance with clause 21 that you do not agree to any change in these terms and conditions or in any of our policies, or because you claim that the Product is defective), we will examine the returned Product and will notify you of your refund via telephone or e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective Product. Products delivered by us to you in mainland UK and returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us (if any). These charges and costs are to be agreed with us in writing in advance of you incurring them. We will only refund delivery charges where an entire order has been returned.

1.2 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

1.3 Bespoke Products (eg an item on our website that you specifically request to be altered in a certain way to suit your own requirements) are not refundable, this is in accordance with the guidelines for tailor made items set out by the Consumer Contracts Regulation of 2014.

1.4 Once you have placed an order for either a Customer's Own Material product or a Bespoke product, the order may not be cancelled, since work may have been started on building these items.

1.5 Storage fees charged in accordance with clause 7.8 will not be refunded and any unpaid storage fees will be deducted from the amount of any refund.