Returns & Refunds
We do everything we can to make sure our products are absolutely the best they can be, but sometimes things just aren’t meant to be.
If you’ve made a purchase from us and are not happy with it, you may be eligible for a refund or an exchange.
Can I get a refund?
Yes, we do offer refunds under certain circumstances. Our Returns and Refund policy lasts for 14 days from the date of delivery.
If it has been more than 14 days, then we cannot guarantee a refund or exchange except for under exceptional circumstances.
If you wish to return an item, please contact us at firstname.lastname@example.org with your purchase number, proof of purchase, and any photographs to support your claim to start the process.
To qualify for a return, the item you ordered must:
- Be unused and in a re-saleable condition
- Be in the original packing it came with
- Be damaged in transit
Once we receive your item we will inspect it and determine if the item qualifies for a refund. We will notify you about our decision via email. If approved, your refund will be processed into the bank account used to make the purchase.
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
Please note that some items are excluded from this policy, including: Factory Seconds (e.g. Mimics), Gift cards, Downloadable products, Custom made products.
We can offer you an exchange on items, for example on damaged goods.
Similar to requesting a refund, please contact us at email@example.com with your purchase number, proof of purchase, and any photographs to support your claim to start the process.
You are responsible for paying for postage costs and ensuring the item is returned to us undamaged.
These costs are non-refundable (unless the return is due to damage on our behalf). Due to your location, the time it may take for your item to reach us, or an exchanged product to reach you can vary.
If you are shipping an item over £20, you should consider using a tracked shipping service. We cannot guarantee that we will receive your item, and it is up to you to contact your chosen carrier if it goes missing.
Help, I haven't had my refund yet!
Please wait at least one working week and contact your bank. It may take a few days before your refund is officially processed and the funds deposited into your account.
If you still have not received your refund at this point, please contact us again at firstname.lastname@example.org.