We hope you love your product as much as we do, but if you change your mind or if there is a problem with it, please follow this returns procedure. Cancellations and returns must be dealt with within 14 days of your order. We will email you our return address. When returning an order, please include a note with your name and contact email if possible, just to be extra sure we know who it has come back to us from.
If you wish to cancel your order before you receive your completion email, please email mailto:firstname.lastname@example.org with ‘Cancellation’ as the title of your email. If we receive this in time, we will not dispatch your order and will refund your payment. If you wish to cancel once you have received the completion email then you will need to wait until the order has been delivered to you and follow our returns policy. Returns are accepted only for cancelled or faulty goods. Refunds are only given for cancelled or faulty goods.
Returning a cancelled order:
To return an order that has been cancelled by you, you must do so within 14 days of receipt. The product must be returned unused, in the same condition as received by you and in the original packaging. Once we have received the product from you in unused condition, we will refund you the sum you paid for it, within 14 days. It is at our discretion whether returned items are in resalable condition in order to qualify for a full refund.
Returning an order where the product is faulty:
We hope your product reaches you in perfect condition, but if you think it is faulty or that we have made an error, please contact us via email and we will work together to sort out its return, replacement or refund. In cases of faulty goods, a replacement will be issued when we receive the faulty order from you, unless you wish to be refunded instead. If you do wish to be refunded, please advise us via email and when we have received the product from you, we will refund you the sum you paid for it, within 14 days. If you would like a replacement item, please advise us via email and we will issue one once we have received the product you are returning. In such cases of faultiness or error on our part, we will cover the costs of postage for the replacement item.
You will be responsible for any postage and packaging charges incurred when returning goods to us, except in the case of error on our part or of faulty good. When returning items, we strongly advise you to return products by a guaranteed postal service, such as recorded delivery or courier, as you are responsible for the goods until we have received them. If products are ‘lost in transit’ while being returned to us, a refund will not be considered unless proof of postage by you is supplied.
We can work with you to sort out returns and refunds via email: email@example.com.