How do I cancel my order? To cancel an order you will need to contact us as soon as possible so we can stop the order from being dispatched. If an item is shipped before the cancellation is made, there will be a charge incurred. For small Royal Mail items please send these back to our business address as soon as possible. You will be refunded in full once this arrives back with us however; you will not refunded postage costs. For medium items sent via courier, you will need to reject the item at the time of delivery. The goods will then be automatically returned to us. Once the item arrives back at our warehouse, you will be refunded the order total minus a £10.00 cancellation fee. For large items, shipped on a palletised delivery service, we will contact the courier directly to request an immediate return. Once this is delivered back to our warehouse, we will refund the order total minus a £39.99 cancellation fee. The item I have received isn't as I expected, how do I go about returning this? We are 100% committed to selling high-quality products we hope you'll enjoy using but we also understand that there may be a time when you need to exchange or return something you've bought from us. Please make sure that you check your items thoroughly before they are used as we cannot accept a return once it is not in its original saleable condition. You will also be required to return the goods to us in their original, undamaged packaging. Please keep your receipt or order number safe (which can be found on your order confirmation email) as this may be needed as proof of purchase in the event of any after-sales queries. Goods must be returned to us within our 21 day returns policy for a full refund. If you have any further queries, please feel free to email customer services at firstname.lastname@example.org My item is faulty, what can you do to help? If your item happens to become faulty, we provide a 12 months warranty period on all of our products against manufacturing faults. Please send us photographs by email to email@example.com highlighting the fault where possible. Please include an in depth description of the problem so we can pass this on to our manufacturers and technical team for support. The fault will be diagnosed as quickly and as efficiently as possible whether this means sending out a replacement part or arranging for the return of the goods for repair or replacement. How do I make a complaint? We're committed to selling high quality products and providing excellent customer service. If for any reason something does go wrong we would like the opportunity to try and put it right. Please contact firstname.lastname@example.org How long do I have to return a product? You will have 30 days and a no quibble returns policy. Please contact us to agree return of the items. When will I be refunded? Refunds or exchanges will be made to you within 28 days of receipt of returned goods.