Please note that where products are faulty or damaged upon delivery, photographic evidence of the damage or fault must be submitted to support via the contact page within 3 days of receipt of the product. Failure to do so may result in your claim being denied.
To lodge a claim:
- Simply contact our support team through your account dashboard and provide our team with a description of the fault. To assist our team in providing you with a speedy resolution, please include photos and/or a short video demonstrating the damage or fault with your product.
- Our support team will review your claim and in the first instance, attempt to troubleshoot and resolve the issue for you without the need to return your product.
- If it is determined via troubleshooting that your product may be faulty, our team will provide instructions to have the product returned for assessment. If the product does need to be returned, we will arrange return shipping at no cost to you.
- Once we receive the product, our experienced team will assess it and determine how to best resolve the issue.
- As an online retailer, we do not have a physical retail store where you can return your faulty products. As such, it is important that you provide our team with as much information as possible (including photos and/or videos) to ensure your product fault can be diagnosed promptly, and so that we can resolve your issue.
We will repair your product where possible and may need to order parts that are required to complete this. We will replace the product if necessary. Depending on the nature of the fault, you may be entitled to a refund or a replacement.
Once we have assessed your product we will then instruct you to return your product if we deem it necessary for it to be fixed, replaced or remedied.
- Please do not return your product to the address on your shipping label.
- We can't refund for products that have been used or the packaging is ripped or damaged.
- Please include your original courier packaging when possible.
- Please do not send your product back if you have not been instructed to.
- Please do not send your product back if you have changed your mind on your purchase.
We do not have to give a refund if you change your mind about a purchase - so please choose carefully.
If you have already used your product we cannot accept a return or refund.
If the product you have bought is faulty, we will provide a remedy as required by the Consumer Guarantees Act.