We obey the UK Law regarding Returns, Exchanges, and Refunds. The Consumer Rights Act (which replaced the Sale of Goods Act in October 2015) sets out the Law. Returns will only be discussed if you are able to produce a proof of purchase i.e. the original receipt. Without a receipt we cannot do anything to help you. We can only discuss a transaction with the person that made the purchase and not a third party.
Goods can be returned due to unsuitability under the Consumer Contracts Regulations, if purchased on this web site and you have not first viewed them in one of our Two Shops. However, if you are really not sure please don’t take the risk to order – if you think the item may come back to us because you do not like it please come to our shops to view the item in person. We are a small family business who has launched this mail order website to offer our lovely products a wider geographic area from our Surrey Shops due to demand and requests from Potential Customers who have found us on Social Media or be recommended by word of mouth. Dealing with vast amounts of returns and refunds will cause us and the business to fail like so many online businesses have over the years – so if you are in any doubt please don’t order. We can facetime with you from our shops and send detail images and movies of the products we make and you can read reviews about how good our products are to help you decide.
Made to order and custom items are non-returnable as they have been made specifically for you.
If you wish to return an item that was delivered within the last 14 days, then please reach out to us at [email protected] letting us know the reason for your return and that you will be sending the item back. You will need to get the unused item safely back to our Warehouse in its intact original packaging. Once the item has arrived and been checked over for any damage a refund will be issued less the outward delivery charge within 14 days. You will be responsible for any return postage costs and we are unable to refund your original delivery charge.
If you choose to collect your order you or your representative will be asked to check and sign for your items on collection, we will then no longer be able to accept these items back due to unsuitability.
Goods purchased and viewed in our shops and taken away can not be returned for a refund. Items that have been heavily reduced can not be returned at all and this includes items discounted by more than 20% off our RRP. Goods purchased in our shops for full price or less than 20% discount can be returned for an exchange or if you can not find something you like a credit note can be issued which will be valid for 2 months from issue.