Call +44 28 2766 8879

Standard goods. In accordance with the legal requirements in the Distance Selling Regulations (DSRs), we will provide a full refund including a refund of the delivery charges if the customer requests it during the 7 working days after the customer has received their goods. This is commonly referred to as the “7 day cooling off period” and is required by UK law. The goods do not have to be faulty to qualify for a refund under this regulation. Where the goods are simply unwanted the return postage costs are the responsibility of the customer and the customer has a duty of care for the goods. Non-standard goods. Goods which have been personalised, goods made to a personal specification, goods which are perishable and goods sold with a hygiene seal which has been broken are not subject to the refund policy quoted above. Faulty goodsCustomers are entitled to a reasonable time to decide if goods are of a satisfactory quality, fit for purpose and as described. What is described as a reasonable time will vary from item to item. This legal requirement applies to standard and non-standard goods. If goods are deemed to be faulty, suppliers are required to give customers the choice of

  • a full refund
  • a repair of the item
  • a replacement of the item

Where goods are deemed to be faulty, the supplier is responsible for all delivery costs including the customer’s costs in returning an item for a refund or repair or replacement. The returns process The returns process is simple. The customer informs us in writing of their intention to make a return, we authorise it, inform the supplier and reimburse the customer if a refund has been requested. The customer returns the unwanted or faulty goods directly to the supplier. Where a repair or replacement has been requested, the supplier organises this directly with the customer.