Returns & disputes

Your money is held until you confirm

We do not release funds the moment a courier hands over a box. Payment is held until delivery is confirmed, which means a claim raised before then is settled without anyone chasing money that has already moved.

Raise it against the order

Open the order and raise the issue there rather than emailing us. The order, the payment, the delivery record and your messages then sit together, so whoever picks it up can see what happened without asking you to explain it again.

Tell us within seven days of delivery. Photographs of the goods and the packaging help more than anything else you can send.

What we can settle

• Not received — the consignment never arrived, or arrived at the wrong place.
• Damaged — goods broken in transit or defective on arrival.
• Incomplete — short-shipped against what you paid for.
• Wrong item — not what was ordered.
• Not as described — materially different from the product page.

How it is settled

We look at the evidence and decide on one of: a full refund, a partial refund, a replacement, a redelivery, or a return and refund. We tell you which and why. If we do not uphold a claim we tell you what we looked at — a decision you cannot see the reasoning for is not a decision you can argue with.

Where a return is needed we arrange collection. Do not send goods back before we have agreed it, or we cannot connect them to your claim.

How long it takes

We acknowledge a claim the same working day and aim to settle within five. Where a claim depends on a carrier investigation it can take longer, and we will tell you it is waiting on someone else rather than leaving it silent.

Refunds go back the way the payment came in. Once we release a refund it is with your bank, and their timing is theirs.

What we cannot take back

• Goods damaged after delivery, or used outside their purpose.
• Consignments you collected yourself, once your own carrier has taken them — at that point they are in your hands.
• Change of mind on bulk orders. We sell to businesses, and stock we brought in for you cannot be returned to the factory.