1. Refunds Policy
1.1 We offer customers the option to request a refund or exchange up to 28 days after receiving your Product(s). If you are a consumer, you have certain legal rights if you purchase Products which then turn out to be faulty.
1.2 If 28 days have gone by since the product was delivered to you, unfortunately, we can’t offer you a refund or exchange.
2. Refunds
- bespoke products made to your specification, for example chains, flexes cut to order, flex sample boxes and customization design.
- bespoke products have been installed or assembled.
- bespoke products are not in the original condition and packaging.
- bespoke products are in shipping process.
2.2 Upon receipt of your Product(s) we will:
2.2.1 inspect them to check that they are in their original packaging and are suitable for resale. Should the Products fail the inspection they will remain your property and you will be responsible for their collection.
2.2.2 refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount; and
2.2.3 make any refunds due to you as soon as possible and in any event within 28 days after the day on which we receive the Product back from you, or after you inform us of your decision to cancel the Contract.
2.3 We recommend that you ensure the Product(s) during transit and put into another box or wrap well to protect the original packaging.
2.4 We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Product we may refund you in vouchers.
3. Exchanges
3.1 We hope that you love your Products, but we will happily replace or exchange your Product(s) if they are defective or damaged, or if you change your mind provided that you notify us within 28 days of receiving the Product. Please note that any missing or wrongly sent items must be reported within 48 hours.
3.2 If your item is damaged or faulty and you would like a replacement Product, you will need to send us evidence of the damaged item and notify us within 28 days of delivery. Just send us an email at [email protected] and we will proceed with the exchange as soon as possible. We will arrange for the collection of the damaged or faulty Product and send you another one free of charge.
3.3 If you change your mind within 28 days of receiving your Product, and would like to exchange your Product for another one on our site, just send us an email at [email protected].
3.4 If it is impractical to offer a replacement product for any item that is damaged or faulty, we reserve the right to offer a repair, an allowance for a repair, or alternatively a refund for your purchase.
Please note that for returns or exchanges,
you will need to send them to our warehouse
Please send us an email via [email protected] for
warehouse address since it varies given your location.
Visit our FAQ page to find answers to the questions we get asked the most. If you have a question that you can’t find here please feel free to contact [email protected]