If what you have bought is faulty or misdescribed; or if you have changed your mind about your purchase, please read our returns and refund policy below.
For businesses.
If you are a business customer we warrant that on delivery any products which are goods shall:
conform in all material respects with their description and any relevant specification; and
be free from material defects in design, material and workmanship; and
be fit for any purpose expressly held out by us.
In case you give us notice in writing within a reasonable time of discovery that a product does not comply with the warranty; we are given a reasonable opportunity of examining such product; and you return such product to us at your cost we shall, at our option, replace the defective product or refund the price of the defective product in full.
For consumers.
Is the product faulty?
If the product you have purchased is faulty, you must either post it back to us or (if we request) allow us to collect it from you to receive a refund.
Your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
If you received a return form from us (either enclosed with your order or otherwise) then this must be completed and included with your return.
Please return items to our returns address:
Cavendish House,
75 Cavendish Street,
Ipswich, Suffolk,
IP3 8AX
If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 01473 284111 or write to us at [email protected].
Changed your mind about the product you have purchased?
If you have changed your mind about the product you have purchased, you have 14 days to return it in its original condition (undamaged, sealed and unused) to receive a refund, but this may be subject to deductions and you will have to pay the costs of return of any goods.
This does not apply to products that are liable to deteriorate or expire rapidly, including those to be refrigerated; products that are customised, bespoke, personalised or otherwise made to your specifications and any products which become mixed inseparably with other items after their delivery. Please read our full terms and conditions to view other circumstances when consumers do not have a right to change their minds.
To return the product you have purchased, please contact our team by doing one of the following:
Phone or email. Call customer services on 01473 284111 or email us at [email protected]. Please provide your name, home, details of the order and, where available, your phone number and email address.
By post. write to us at Cavendish House, 75 Cavendish Street, Ipswich, Suffolk, IP3 8AX, including details of what you bought, when you ordered or received it, your order number and your name and address.
How to cancel after products have been dispatched?
You must either post them back to us at Cavendish House, 75 Cavendish Street, Ipswich, Suffolk, IP3 8AX or (if we request) allow us to collect them from you.
If you received a return form from us (either enclosed with your order or otherwise) then this must be completed and included with your return.
If we are responsible for the return costs then you can call customer services on 01473 284111 or email us at [email protected] to request a return label.
If you are a consumer exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
Who pays the costs of return?
We will pay the costs of return if the products are faulty or misdescribed; or if you cancelling because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are a consumer exercising your right to change your mind) you must pay the costs of return. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.
Refunds.
If you are entitled to a refund, we will refund you the price you paid for the products (including delivery costs if you are a consumer), by the method you used for payment.
However, we may make deductions from the price to reflect any reduction in the value of the goods if this has been caused by your handling them in a way that would not be permitted in a shop.
The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option. If you are returning only some (not all) of the products you ordered, you are not entitled to a refund for any delivery costs.
Know your rights as a consumer.
According to the Consumer Rights Act 2015, during the expected lifespan of the product, you are entitled to the following:
- up to 30 days: if your goods are faulty, then you can get an immediate refund.
- up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
- up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.