If you wish to cancel an order, please let us know as soon as possible. Providing your goods haven't left our warehouse, we can implement this immediately, but please be aware, there is a cancellation fee of 4% of the total value of your order to cover administration and payment processing fees. We are unable to recover these and would therefore deduct this prior to issuing a refund. Cancellations by telephone can stop the goods leaving but will not be refunded until we receive confirmation by email or in writing.
If your order has already left us, we cannot stop it from going through the system and you will need to return it as per the information below.
Returns
Unwanted items can be returned to us within 7 days of delivery by prior arrangement only. If we approve the return, we will require your email confirmation that you wish to return items, your order ID and reason for return. A refund will be issued for the goods only, providing they are returned unused and undamaged. Carriage costs paid when ordering and incurred returning the items will not be reimbursed, and any carriage costs we have incurred over and above any shipping charges the customer paid when ordering will be deducted from the refund. A fee of £15.00 + vat will be also be charged for re-stocking and administration, and 4% of the total order value, or £5.00 (whichever is the greater) will be retained to reimburse us for the processing fees we are unable to recover. Refunds are made within 30 days from the date the returned goods arrive back at our warehouse. It is the customers responsilbility to arrange for them to be sent back to us via a courier or post. We strongly advise using a service that has a tracking facility. Once received, a refund will be issued for the goods only, providing they are returned unused and undamaged. This will be credited back using the same method the order was paid with within 30 days from the date the returned goods arrive back at our warehouse. Please be aware that if you return goods with a value lower that the returns charge, you will not receive any refund.
We do not operate on a sale or return basis and therefore would expect that if you choose to return an item, you would return the whole amount of that item and not the ones you don't sell. We reserve the right to reject requests to return part quantities of an item purchased. Please be aware that if you order enough of a particular item which entitles you to bulk discount, and we accept the return of only some of the item, your refund will be calculated as if you only ordered the amount you keep.
Should your order qualify for free or reduced delivery rates and you subsequently choose to return some of the goods for refund and in turn reduce the actual spend on the corresponding order to below the total spend needed to qualify for the free or reduced shipping charges, we will deduct the relevant amount that would have been applied from your refund. For example: your order is for £260 ex vat to one UK address. This would be sent carriage paid as the order exceeds the £250 ex vat threshold. If you then return £50 worth of stock, we will refund the £50 stock MINUS the £7.99 carriage fee that would have been applied if the order had only been for £210 ex vat initially and MINUS the £15.00 re-stocking fee and 4% of the order will be retained to reimburse us for the processing fees. Therefore the credit would be for £31.74 (£27.01 plus vat) less £12.22 processing fees.
However, if you return all or part of an order which qualified for either carriage paid or reduced shipping and has been shipped on pallets, we reserve the right to claim back the actual shipping costs we have paid in sending the goods to you. For example, you may have ordered a large consignment of hampers which would entitle you to free or reduced shipping, but would actually incur shipping charges of a minimum £60.00 to ourselves to deliver the goods to you (this can increase dramatically depending on the distance shipped). If you decide to return them to us, we will claim back from you the actual pallet shipping rates we were charged by the courier, plus the £15.00 administration and re-stocking fee and 4% of the order will be retained to reimburse us for the processing fees before crediting.
We reserve the right to recover any shipping costs incurred by us when an order has been shipped and subsequently returned.
