1.1 We understand that from time to time you may need to return a product to us.
1.2 Due to the nature of our business, most products are bespoke and designed to order. Because of this we only allow returns for bespoke goods that are faulty or damaged.
1.3 This policy shall apply to all of our customers, irrespective of their geographical location.
1.4 This policy shall apply to all orders submitted through our website, email or telephone.
2. Returns
2.1 Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:
(a) we receive the returned product within 14 days following the date the products come into your physical possession or the physical possession of a person identified by you to take possession of them - UK mainland orders,
(b) we receive the returned product within 28 days following the date the products come into your physical possession or the physical possession of a person identified by you to take possession of them - Internationalorders,
(c) the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;
(d) you comply with the procedure set out in this policy in relation to the return of the product; and
(e) none of the exclusions set out in this policy apply.
3. Returns procedure
3.1 In order to take advantage of your rights under this policy you must contact us by email.
4. Exclusions
4.1 The following types of product may not be returned under this policy:
(a) any product made to your specification;
(b) any product made to order; or
(c) any product personalised or adapted for you.
5. Refunds
5.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
5.2 If you have incurred any delivery charges relating to the returned bespoke product we will refund this to you.
5.3 If you have incurred any delivery charges relating to the returned non-bespoke product we will not refund this to you.
5.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
5.5 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.
6. Improper returns
6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) we will not refund the purchase price or exchange the product; and
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product.
