Returns & Refunds
Want to find out more about our returns policy? Read below for more information.
Returning an unwanted item?
We get it, sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns, subject to the rules below, which includes rules about postage and re-boxing fees. None of these rules affect your statutory rights.
If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a refund by way of the original payment method. It is your responsibility to post the unused boxes back to us.
We aim to refund you within 14 days of having received the returned item.
If you request a refund for an item during the above timeframes but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.
Note that if you haven’t paid for postage for each of the boxes received on purchase, then there will be a deduction of £8.50 per box received to cover postage fee to cover the cost of sending the package to you and fees in replacing the boxes. As you would appreciate, the new customer receiving returned pedestals would want to receive them in pristine unused condition, just as you have received them.
We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
None of this affects your statutory rights.
If an item is returned to us damaged or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a refund, all items must be returned to us unused and in the same condition you received them with their original packaging.
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.
We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
Want to exchange an item?
It happens. You can get in touch with us on firstname.lastname@example.org and explain to us what is needed and if it is within the returns period and items are unused we will be able to assist you. There may be postage charges.
Returning a faulty or incorrect item?
If you've received an item which isn't quite right you must inform us within 7 days of receipt of items.