Returning products
Returns and Cancellations
We want satisfied customers who are happy with their purchases.
Our returns policy is straight forward: If you've ordered the wrong product, something wasn't what you thought it would be, or, you just changed your mind, you can return your products for an exchange or refund within 14 days of receiving your order.
To do this, we just ask that you submit a return request. Please log in to your account to do this. If you prefer, you can also call us and we will complete the return request for you.
You can choose to have a refund, a replacement, or a store credit if you think you'll soon be ordering again. * If you choose to receive a store credit please note that this will be valid for 6 months from the date of credit note.*
You must return the goods (with a copy of your receipt or proof of purchase) safely to us and you're responsible for the cost in doing so. We can obviously only refund or exchange goods which are unused and unopened, and returned to us undamaged in a as-new condition. Please remember to include your name and address, and a copy of your purchase receipt.
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Note about cut to length chains and cords: As these products have been cut to your desired length, they're unlikely to be resold so these are unfortunately excluded from our returns policy and can not be returned.
Note about CDs and DVDs: If the seal has been broken we cannot accept these returned.
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FAULTY AND DAMAGED GOODS
If you are returning a product which is faulty/damaged, we will also refund you post charges. Please note - a refund of delivery charges will only be made if a product is found to be faulty or damaged once returned (this is also why we would love to talk to you first if you have a faulty item - we know how easy mistakes can be done, as we do them regularly ourselves!).
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NOTE: We can't accept liability for goods lost or damaged during transit. Please ensure you pack any items carefully and protected so they don't get damaged in the post. You are also advised to return goods by recorded delivery, as we will not be responsible for lost parcels. Proof of postage will not be accepted as proof of delivery.
The legal fine print we need to show as a mail order company:
In accordance with UK law for distance selling regulations, consumers have a 14 working day 'cooling off period' from the day they receive the goods, in which they have the right to cancel their purchase and receive a full refund. Consumers do not need to give a reason for cancelling their purchase. We are obliged to refund payments to consumers in full within 30 days of the order being cancelled.
Should you cancel your purchase within this 14 day 'cooling off' period, we will refund your payment in full, minus any shipping charges paid.
If you paid by credit or debit card from this website, your refund will be made directly to your credit or debit card within 30 days of your cancellation. If you paid by any other means, your refund will be made by cheque which will be posted to you within 30 days of your cancellation. There will be no charges for cancellation within this 14 day cooling off period.
Our return and refund policy is in accordance with the Consumer Rights Directive for UK retailers which came into force in June 2014 and is part of UK law under the Consumer Protection (Distance Selling) Regulations 2000. This law applies to all business to consumer transactions within the UK where a consumer does not meet the vendor. Contracts between businesses are not governed by these regulations.
You can choose to have a refund, a replacement, or a store credit if you think you'll soon be ordering again. * If you choose to receive a store credit please note that this will be valid for 6 months from the date of credit note.*
Our terms do not affect your statutory rights as a consumer.
