We operate a returns policy for unwanted and faulty goods. Should you need to return any item to us for any reason please contact us first by telephone or e-mail see our Contact page.
Please return goods unused and in original packaging in perfect condition within 60 days of receipt. We recommend obtaining proof of postage. A full refund minus the shipping costs will be made on receipt of the returned goods.
Please note that you are responsible for shipping costs when returning unwanted goods.
If any of the goods are faulty we will either refund the cost amount in full or send you a replacement free of charge.
Changing or cancelling an order
Cancelling your order. You have the right to cancel your order within 7 working days from the date you received your order. To cancel your order please contact us in writing within 7 days.
If you would like to amend your order and the order has not been dispatched we will happily take payment of the extra items and send all items out together. If your order has already been dispatched we cannot add anymore items and you will be required to place an additional order.
Will any return costs be refunded?
If you return something because of an error on our part or because it’s damaged or defective, we will refund any charges incurred in returning the item to us (either by a personalised pre-paid return label or by refunding your return postage costs – up to 2nd class postage only).
We’ll check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.
My Payment Card has changed/expired. How will I receive my refund?
We process all refunds to the original card used when you placed your order. If your card has expired we will send a cheque to cover any refund costs.
When will I receive my refund?
We action all refunds the same day we receive the goods back and it can take up to 3 working days for the refund to show on you card.
Cease of Service
When you wish to cease your service, as opposed to moving to another provider, we will action the request promptly, and with a view to making the cancellation process as smooth as possible.
In all cases, when an account cancellation request for cease of service is raised, we will investigate the reasons and identify if any additional support can be offered, in order to resolve the cause of the cancellation request.
When you’ve cancelled you will be asked to complete a voluntary feedback survey. The results of this will be analysed regularly to highlight areas in which we can improve.
If you have a service with an annual contract (or a longer minimum term) and want to downgrade your service or move to a service with no annual contract (or a shorter minimum term), you’ll have to cancel the annual contract (and may have to pay early termination charges).
If you request an account to close and require services in the future, we will create a brand new account but we reserve the right to recover or request the payment of unpaid charges from the previous account before doing so.
If you have a minimum term agreement, when your minimum term ends, a one month rolling term will apply.
Should you wish to cancel at the end of the minimum term, you will still need to give the required notice