Returns & refunds
How to get help with a return or refund request.
Start with your order details
If something is not right with your purchase, contact our team before sending an item back. Include your order number, checkout email, the model or item concerned and a clear description of the issue. For a damaged, incomplete or different item, include photographs of the item, packaging and delivery label where relevant.
Request timing and eligibility
Confirm the applicable return-request window and eligibility with the store before purchase if these terms are important to your decision. A return or refund enquiry starts a review; it does not automatically confirm that the return has been accepted. Keep the order and delivery information so the team can assess the circumstances of your request.
Wait for return instructions
Ask the team to confirm the next steps, any return authorisation, the correct return address and any packaging instructions before posting an item. A parcel’s sender address is not necessarily the address for returns. Keep the item, any supplied accessories and packaging while your request is reviewed. Describe the item’s condition accurately so the team can provide appropriate instructions.
Return delivery and costs
Ask the store to confirm who is responsible for return delivery costs and which return method to use for your particular request. Costs can depend on the reason for the return and the agreed resolution. Do not assume that complimentary delivery of the original order also includes a prepaid return label. Retain your posting receipt and tracking details if you are instructed to return the item.
Review and refund confirmation
Keep the correspondence confirming the agreed resolution. If a refund is approved, ask the store to confirm the amount, payment method and processing arrangements. Payment-provider and bank processing can affect when funds become visible in an account. A delivery-tracking status, by itself, does not confirm that a refund has been approved or processed.
Changes, cancellations and exchanges
For an order change, cancellation or exchange enquiry, contact our team with the order number and requested change. Ask whether the request is still possible at the order’s current stage and whether it affects the total or delivery arrangements. Keep the store’s confirmation before making another purchase or returning an item.
Follow up on an existing request
Reply in the existing conversation where possible and quote your order number. Include any return tracking details already supplied, so the team can connect your message to the original request. Avoid sending full payment-card details or account passwords. These procedures do not replace consumer rights that apply to your purchase under applicable law.
