Damaged or Faulty Products
We only sell brand new products which leave us in the manufacturers' packaging. Occasionally we have found that products arrive in less than the perfect condition we would like and you would expect - mainly due to damage in transit. Should this happen let us know and we will sort things out.
What happens if my order arrives damaged?
Our couriers are as careful as possible with our deliveries but problems do sometimes arise. Please check the box on arrival and if there are any indications of damage sign for the delivery as ‘Damaged’. In some cases damage is not apparent until the item is unpacked.
If you do find damage to a product please call our customer services team on 023 8097 0230 as quickly as possible and within 24 hours of delivery. If you are able to email us a photo of the damage to firstname.lastname@example.org this helps us to determine the cause of the problem and arrange a replacement or refund. We can also arrange collection of the damaged product.
Christmas & New Year
Please note we will be unable to collect or replace any damaged items between Wednesday 18th December and Friday 10th January. However, if you have an item that has been received damaged please email with a description and photos of the damage (including any packing boxes) to us at email@example.com as soon as possible so that we can make a record of your requirements. If we can resolve your issue more quickly we will try to do so.
I think I have a faulty product?
We only sell products from quality manufacturers and as a result faults and defects are rare but we will resolve issues with manufacturing faults:
If you do receive an item which you think is faulty, or if the fault becomes apparent when you start using the product, please contact our customer services team on 023 8097 0230 as soon as possible so that we assess the problem. We can provide a remedy or arrange a replacement or refund as appropriate.