A. UK Returns
If you do choose to return, it's easiest to use our Return Centre by clicking here.
Otherwise, you can contact us using firstname.lastname@example.org quoting your order number for instruction on how to return your item.
To avoid disappointment, we recommend getting in touch with us immediately upon receiving your item.
If you're in the UK we will email you label to use with collect+. It's really easy to use and only costs £4.95.
International return postage cost must be paid by the buyer - sorry!
We offer a generous refund policy, but refunds are entirely at our discretion and we can easily identify when customers are being naughty.
B. Stuff we don't cover
Without being gross, problems or issues resulting from normal wear and tear or improper use are not covered.
This includes but isn't limited to:
1. Normal wear and tear.
2. Improper usage.
3. Minor imperfections such as slight cosmetic flaws.
4. Stains, tears, burns, and discoloration that occur over time and/or are caused by the user.
5. Anything purchased from a re-seller or distributor.
6. Allergies or sensitivities to fabrics or materials.
7. Damage caused by badly behaved adults, pets or children.
8. Naturally occurring aromas from eucalyptus or other materials.
9. Acts of God.
No matter how hard we try, nobody is perfect. Manufacturing defects may be covered after the legal 30-day return policy on a case-by-case basis. If you think your purchase has damage or a defect that was not the result of improper use, then please call us or email email@example.com.
Keep in mind that we cannot be held responsible for any damage incurred by the customer from misuse. Tarnishing, discolouration or shrinkage due to overheating or chemical contact is not a product fault. Please see our care instructions on how to avoid this.
D. How to return
If you choose to return your purchase, but have not initiated a return with us using the Return Centre or by firstname.lastname@example.org, we will not verify your return or refund you.
We do not refund shipping costs or process returns if you do not initiate the return with us first.
We’re a new company and really appreciate your feedback. As such, we prefer to speak to our customers who want to initiate a return, so we can go through all the options. We aim to make it as easy as possible for you!
E. Cost to return
For genuine returns, after your return is received and inspected, we will send you an email to notify you that we have received your returned item and issued a refund. It's £4.95 to use our partner int he UK, collect+.
Unfortunately, any items that don't reach us are the responsibility of the customer.
F. International Returns
Please ensure that you state you are "returning to seller" in the reason for export field on your postage label. You must also state that the item is of no retail value, as we cannot accept customs charges to receive your return.
We strongly recommend using a tracked and shipped service for return as we cannot refund/exchange items that don't reach us safely. International shipping costs are the responsibility of the customer.
Please note we do NOT refund international customs taxes and sales charges.
If returning a faulty item from abroad that is outside the legal return window we will cover return postage if agreed beforehand and it is deemed faulty upon inspection when it has arrived to us. For all other (non-UK) international returns, the customer is liable for the postage costs.
G. Hey, where's my refund?
Usually it takes 5 days at the most. If you haven’t received a refund yet, firstly please check your bank account again and keep in mind that it may take some time before your refund is officially posted. Failing that, you should contact your bank.
There is sometimes a processing time before a refund shows up as a credit. This can take up to 10 business days but is usually much faster. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
If you have mistakenly reported your refund missing, we will revoke the refund and use the money to buy delicious treats for Colonel Widdershins...