Returns Eligibility and Procedure
Faulty or damaged goods:
Covered by the CRA 2015 and Consumer Contract Regs.
Faulty or damaged items should be replaced as a first line of recourse. The original item must be returned and confirmed faulty/damaged or the customer is liable to pay for the replacement. Otherwise, the customer must not face any additional costs.
If a customer refuses a replacement for a faulty or damaged item, a refund should be issued. The refund needs to cover the cost of the original item, the original postage and the return postage. This applies if the refund request for faulty goods is 30 days from goods receipt.
A customer can return faulty goods anytime up to 6 months but has no automatic right to refund after 30 days. After six months, the customer has to prove a fault was there from the time they acquired the goods and we can refuse to accept.
You are not entitled to a refund for bespoke items, except where a separate returns policy has been confirmed with you prior to placing the order