Can I return a product?
If you change your mind, you can return your product to us. It must be unused, in its original packaging, with any labels still attached and complete with any related accessories and booklets.
If you wish to return a item you must contact us to receive an authorisation number. You can contact us by email to arrange a return at email@example.com
How many days do I have to return a product?
If you would like to return a product, you must notify us within 14 days of the date of delivery. You then have 14 days from the notification date to return your item.
Will I have to pay to return an item?
Yes. You will be responsible for paying for the return of your item(s) unless the goods are faulty. Products should be returned using Royal Mail Signed For or equivalent, as we do not accept responsibility for goods that are damaged in transit.
Can I receive a refund for my return?
Yes. You will receive a full refund for the price you paid us for the product, as long as the item is unused and in its original packaging, with labels, accessories and booklets intact. We will not refund any of the original delivery costs or costs you incur in returning the product to us.
What if the item is damaged or faulty?
Before shipping your order, an inspector at our distribution centre carefully checked each detail to ensure perfect condition. If your item is damaged or faulty on arrival please contact us immediately: firstname.lastname@example.org
How long will it take to receive a refund?
We will refund you as soon as possible, and in any event, within 30 days of receiving the returned item. Please ensure you include your returns authorisation number so that we can promptly process your refund.
1.1 We understand that from time to time you may wish to return a product to us.
1.2 We have created this policy to enable you to return products to us in appropriate circumstances.
1.3 This policy shall apply to all of our customers, irrespective of their geographical location.
1.4 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
2.1 If 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 and receive a refund in accordance with this policy if:
(a) you notified us of your wish to return a product within 14 days of receiving the item, and we receive the returned product within 14 days of the notification date;
(b) the returned product is unused, in its original packaging, with any labels still attached, complete with any related accessories and booklets, and otherwise in a condition enabling us to sell the product as new;
(c) you comply with the procedure set out in this policy in relation to the return of the product; and
(d) none of the exclusions set out in this policy apply.
3.0 Returns Procedure
3.1 In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.
3.2 Products returned under this policy should be sent by Royal Mail Signed For delivery or equivalent to Star Street Limited, PO Box 766, Fareham, Hampshire, PO14 9TN, United Kingdom. We are not liable for items lost in the post. Returned goods must be packaged securely as we do not accept responsibility for goods that are damaged in transit.
3.3 You will be responsible for paying postage costs associated with returns under this policy.
4.1 The following types of product may not be returned under this policy:
(a) any product made to your specification;
(b) any product personalised or adapted for you.
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 We will not refund to you the original delivery charges relating to the returned product.
5.3 We will not refund to you any costs you incur in returning the product to us.
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.
6.0 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;
(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; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.