The company provides refunds and exchanges for goods of proper quality in accordance with the Consumer Protection Act 1987 (Consumer Protection Act).
The deadlines for returns and exchanges
Any purchased item is eligible for a return within 30 days of receipt, providing it comes back in its original condition.
This means the product will be acceptable for a full refund only in case it is returned:
- in its original packaging;
- with no cosmetic imperfections.
Conditions for returns of goods of proper quality
According to the Consumer Protection Act, the buyer has the right to exchange or return the goods to the store within 30 days of receipt. There are two cases for returns or exchanges: goods with deficiencies (of improper quality) and goods of proper quality that, for any reason, do not meet the buyer’s requirements.
To exercise your right of withdrawal, you must inform us by means of a clear statement (for example, by letter sent by mail, telephone or e-mail) of your decision in one of the following ways: 12 Abingdon Road London W8 6AF United Kingdom, tel. 020 3952 0950, e-mail email@example.com.
Returns and exchanges of goods of improper quality (with defects)
The buyer has the right to return the goods within 30 days of receipt. To initiate the return process, please contact us using the contact information provided on the “Contact Us” page and request assistance. Our manager will guide you on how to send the item back to us and may ask for your bank card number for refund purposes. If the defect is confirmed, we will either provide a refund or exchange the item for a similar one.
Returns and exchanges of goods of proper quality (at the buyer’s discretion)
The buyer has the right to return the goods within 30 days of receipt. To initiate the return process, please contact us using the contact information provided on the “Contact Us” page. Our manager will guide you on how to send the item back to us and may ask for your bank card number for refund purposes.
Conditions for returns
The product has not been used and shows no signs of consumer use:
- No scratches, chips, wear and tear, stains, etc.
- The product is fully assembled and the original factory packaging is preserved.
- All labels and factory markings are intact.
- The product retains its original appearance and consumer properties.
In this case, the buyer is responsible for covering the return shipping costs. The process typically takes up to 7 business days. Once we receive the item, we will either send a replacement for exchange or refund the amount back to your card. In this case, we will cover the return shipping costs.
According to the Consumer Protection Act, a company may refuse a consumer’s request for exchange or return of goods of proper quality if they belong to the categories specified in the current List of non-food products of proper quality that are not subject to return or exchange.
Please note that unless the return shipment has been arranged by the customer or unless the item is faulty, a £10 per-box fee will be applied to all returned items which covers courier collection and return delivery.
Throughout the returns process, the items are under the customer’s responsibility until they have reached our warehouse. Due to this we kindly ask to ensure that all products being returned are packed in accordance with the manufacturer’s guidelines in order to reduce the chance of damage during transit.
To initiate the return process please fill out the returns form on our website or contact us via email.
Extended Christmas Returns policy
We’ve extended our usual limit for returns just for the festive season. Any item bought between 27 September and 24 December 2023 can be returned up until 23 January 2024, if it’s unwanted or unsuitable.
Submit a return
Once the returned item has been received it will be inspected by our warehouse team as quickly as possible. The refund can only be processed after a full inspection of the goods has been completed.
Please note that we reserve the right to deduct an appropriate amount from the refund to reflect any reduction in the value of the goods, in case it has been caused by mishandling of the item or incorrect packaging.
All refunds are issued to the original payment method used by the buyer and can take up to 7 working days to appear on their account.
Faulty or damaged items
In accordance with the Consumer Rights Act of 2015, any item that arrives faulty or develops a fault within a specified period of time is eligible for a return or replacement, providing the damage has not been caused by accident, negligence or misuse on behalf of the customer.
If the goods arrive damaged, please email us as soon as possible with a description and photographic evidence of the damage.
If the product develops a fault within 30 days of purchase you may request a replacement or a full refund.
If a fault develops outside the initial 30-day period but within 6 months, you have the right to a free repair. If the repair is not possible or unsuccessful, you are entitled to a replacement or a refund. For any faults that developed beyond the first six months of ownership, please contact us to discuss your options.
Return shipment of any faulty or damaged items will be covered by us. Please make sure the goods are returned in their original packaging, with all the accessories, otherwise the cost of missing accessories may be deducted from the refund amount.
If the product has not been dispatched yet, we can cancel your order right away.
If the product has already been dispatched but hasn’t been delivered yet we may be able to cancel and reverse the delivery, depending on the shipping method used.
Please note, the refund will be processed only once the item has reached our warehouse.
Exclusions to returns policy
Please note that Distance Selling regulations do not apply to bespoke, unique, custom or special-order items.
Please note that products that have a direct contact with the ear can only be returned for a full refund if sent back with hygiene seals unbroken and in unused condition.
This policy does not affect your statutory rights as a consumer.
Consumer Rights to Return
Our returns policy has been written fully in accordance with the UK’s Consumer Rights Act 2015.
More information on your rights as a consumer can be found on legislation.gov.uk