Returns

Sometimes things don't always work out and you may have received something you no longer want, it could be the wrong size or you just want to return it. We will be happy to offer an alternative or a refund, provided it is returned to us within 30 days of receipt. The Consumer Rights Act 2015 allows 14 days to cancel an order but we go further than the legal minimum with our No Quibble Guarantee giving you 30 days to return an item.

There are just a few items that are not covered by this guarantee and you'll need to return the items so we know what's happening. 

There are also certain circumstances where returns may not be possible, please read the information below to find out more.

There are times when you may want to return an order that you feel is unsuitable, that turns out to be the wrong size for you or if you've just changed you mind. Apart from a few products that can't be cancelled or returned (see below), we are happy to offer an alternative or a refund, as long as the product is returned to us unused, in it's original condition and within 30 calendar days of receipt. 

When returning an order to us, please be aware that you will need to both pay for and be responsible for the return. As such, we recommend that you take out a tracked, insured return. If you want an alternative product, please call us and we can arrange this for you.

We're sorry if a product has arrived damaged or if the wrong product has been sent. Please call us immediately on the day you receive it if this has happened as we can't take up any issues with our couriers unless we are notified straight away. It also means we can do something about it quickly. 

We may require proof of damage so if you can take a photo and email us, that would be great. Where a courier wants you to sign for damaged goods, please write us a note that they are damaged or "Awaiting inspection". 

If you have received the wrong order, we would like to check any part numbers on your order as sometimes we use a different name to market a product to the one a manufacturer may use. Otherwise, we'll arrange to get the product back to us. A refund or replacement can only be sent once we have received the products.

In the unlikely event of a product developing a fault, the Consumer Rights Act 2015 applies - please view our warranty page. If it's within warranty, we'll probably need to get the product back to us to either fix or replace it. We're sorry, but a replacement can only be sent once we have confirmed the fault. If you can't wait for the product to be returned before we send one out, then please place a new order and we will refund or replace the initial product or send as soon as the fault is confirmed. Please view our general warranty terms.

Under the Consumer Rights Act 2015, you have the right to cancel your order for any item bought on this website for a full refund within 14 days. We give 30 days but, regretfully, this doesn't apply to any of the following:

• Products that are collected by you in person, or your representative, from our premises
• Products where our product description says "this item is made to order"
• Products that are made to a customer specification or personalised
• Sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery
• Any "used" products that represent a hygiene risk (such as used toilet seats, commodes or bottom wipers)
• Underwear and lingerie can only be returned if the product packaging has neither been tampered with nor any hygiene seal removed

The next page will take you through the returns process step by step, along with what to write on your returns label. You will also need to print out (or copy the details from) our returns form which needs to be included with your return. This is so we know who the return is from and what we need to do next.

Click here to start a return

You are responsible for any returned goods until they reach our warehouse. We strongly advise that you obtain a proof of postage when returning any product to us. Certificates are available free of charge from the post office or by using a courier service.

None of these terms or conditions affect your statutory legal rights.