You may exchange most of our products in their new, unopened condition within 7 days of delivery for a different item, voucher or full refund. Please see below for further information on how to return an item.

Incorrect item delivered

We take great care in making sure you receive the correct item. However, should we unintentionally deliver the wrong one, or if the product you receive does not match the image or description on our website, please notify us within 7 days, and we’ll collect the item from you at no charge.

Following which, you’ll have the choice of:

Receiving the correct product (Obviously at no delivery or other extra charges)
Receiving a voucher for the purchase price of the product
Receiving a full refund via your original payment method

You can also email us here for immediate assistance.

Simply changed your mind about your purchase?

We want you to be happy with your purchase, and so you may return most of our products in their new, unopened condition within 14 days of delivery for a refund excluding original courier fee. Please see below for information how to how to package the return and how we process your refund. If you require us to arrange for the Item to be collected from You, a courier fee will be charged which will be deducted from your Refund amount.
You can also email us here for immediate assistance.

Once we’ve received your returned item, you’ll have the choice of:

Receiving a voucher for the purchase price of the product
Receiving a refund via your original payment method

Please note that no refund is available if the item was received as a gift.

Damaged goods

Should you receive your item/s in a damaged condition, please notify us immediately or within 7 days. Please click here to send us your query. We’ll need relevant photographs so that we can assess how the damage occurred. Once we have validated your return we’ll arrange collection of your item at no charge, after which you’ll have the choice of:

Receiving the correct product no delivery or other extra charges
Receiving a voucher for the purchase price of the product
Receiving a full refund via your original payment method

if you specifically require another form of refund (i.e. credit card or EFT), a 7% fee of the refund amount may be charged. Refunds are handled within 8 to 10 working days of logging the return refunds can take up to 3 working days to reflect in your account once processed due to banking timelines

Please Note:
When Returning a product / Item must be packed, in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us.
Returns that are sent back otherwise will have a 10% repackaging fee levied against them.

We warrant that all our goods are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects.

Statutory warranty against defects

We warrant all our new goods against any defects for six months of normal household or business use, from the time we supplied the goods. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).

Defective goods

Defective goods are those that had a defect or were unsafe when we supplied them. We highly recommend testing out your purchase as soon as you have received it to make sure that everything is in working order. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.

Statutory compensation

We will repair, replace, or refund the price of any defective goods that you return to us during the six-month statutory warranty. Returns must follow our returns procedure below. We will do our best to repair the defective good, or replace it within 21 calendar days. However, if it takes longer, we will contact you to let you know what is happening.

Choice of compensation

Any customer that is also a consumer under the CPA may decide whether we should either repair or replace the defective goods, or make a refund. We will decide how to compensate any of our other customers.

Statutory warranty on repairs

We do not personally carry out the repair, but we will send the goods to the supplier to be repaired. We warrant all our repairs and repaired goods against the failure of a repair and any further defect for the remaining portion of the statutory warranty plus a further three months from the time we returned the repaired goods.

Compensation under repair warranty

If you are also a consumer under the CPA, then we may choose to replace or refund the price of any repaired goods that you return to us during the three-month repair warranty period.

Extended supplier warranty

After the six months’ statutory warranty has expired, some products have an extended warranty. These warranties are usually stated in the product brochure, and may be subject to the manufacturer’s specific terms and conditions.

It is solely up to the supplier or manufacturer as to what remedy it can offer you. We are under no obligation to provide you with a credit, repair or replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, we will facilitate the discussion for replacement or repair between you and the supplier.

Inspection of defective goods

Suitably qualified examiner

A customer that believes goods are defective should contact us and we will use a suitably qualified examiner to examine the goods and produce a report for us to consider. A suitably qualified examiner is a reputable and independent person trained and qualified to repair goods. We will not charge you for this service.

Our examination duties

Our third-party suppliers are trained to recognise any defects in their goods. They can usually tell if the goods have been misused, for example if they have been neglected, damaged, altered or not used according to instructions. Our third party suppliers will give reasons if they refuse to accept that we supplied defective goods, but will only do this if they honestly believe the goods have been misused.

Statutory right to return unsuitable goods

We have extended this right to all our customers, including those who are not consumers under the CPA. We also have extended the time frame from the statutory ten days to 30 days.

You may return goods within 30 days of delivery if you could not examine them before delivery and then discover that the goods are not what you ordered or expected, or are not suitable for a specific purpose that they communicated to us in writing.

Returns of unsuitable goods

A consumer must return unsuitable goods within thirty days of delivery according to our returns and refunds procedure below.

Refund of price of unsuitable goods

We will refund the full price of any unsuitable goods in their original unopened packaging. For opened goods, we may deduct or charge a reasonable amount for any use of the goods plus certain costs necessary for repackaging and restocking, subject to the CPA. These costs are usually up to 25% of the cost of the goods.

Invalidation of warranties and right to return unsuitable goods

Warranties on any of our goods will be invalid if any person who is not suitably qualified has opened, tampered with or altered the goods contrary to the instructions or removed the warranty label. This also applies to goods found to be unsuitable. It is considered fraud to damage goods deliberately to claim a refund.

Exclusion of industrial use

We only warrant goods for any industrial or unusual commercial use if we clearly state this in writing, for example on the packaging or website.

Our returns and refunds procedure

You must use our returns and refunds procedure for returning defective or unsuitable goods, or else we may refuse to accept them. Our returns and refunds procedure is as follows:

Any return of physical goods must include all accessories and instructions, and all original packaging that is still available. Returns that are sent back otherwise will have a 10% repackaging fee levied against them. If original delivery packaging is not available, please make sure the goods are in protective packaging as we are not responsible for any damage in transit. If the returning product item has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.

You may choose to have the item collected by our couriers or drop it off at our Store. If you claim that our goods are defective, our staff will examine the goods for defects. In the case of physical goods, our staff will examine the actual goods. They will report to us whether the goods were defective, were misused, or are of good quality.

We do not regard the following as defective:
faults resulting from normal wear and tear;
damage arising from negligence, user abuse or incorrect usage of the product;
damage arising from electrical surges or sea air corrosion;
damage arising from a failure to adequately care for the product;
damage arising from unauthorized alterations to the product; or
Where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.
If you claim that our goods are unsuitable for your purposes, we will first investigate whether you communicated the purpose to us. If you did, we will then provide you with a written report indicating whether we believe the goods were unsuitable for your specific purpose or not.
If you returned the goods within the seven day cooling-off period and our staff report that the goods were defective, were provided to you for your specific purpose and were unsuitable for that purpose, then we will either contact you and ask you whether you would like us to repair, replace, or refund the price of the goods (if you are also a consumer under the CPA) or advise you how we have decided to compensate you (if you are not a consumer under the CPA).
If you choose for us to repair or replace the goods or we decide to do so ourselves, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the goods.
If you choose for us to make a refund or we decide to do so ourselves, we will contact you and arrange payment of the refunded amount into a bank account of your choice within 30 days of cancellation.
If the item was given to you as a gift, you will need to provide the original purchaser’s details. We will give you a refund or a voucher to the value of the item.
All free gifts, bonus items attached to the purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such unreturned gift, bonus or bundled item, will be deducted from any refund.

Our customer support department contact details

Telephone number: 0118323592

Email address: [email protected]

Monday to Friday: 09:00 to 17:00

Customer queries and complaints

We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer support department and have your invoice ready. We will try our best to solve your problem.

Dispute resolution

If we do not accept that we supplied defective or unsuitable goods, and our customer support department has not been able to help, any customer may still take the matter up with a suitable ombud or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.

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