Returns
Order Cancellation
If you place an order and wish to cancel it on the same day of purchase, please call us before 13:00 p.m (GMT). to prevent your order from being shipped. If your order has already been dispatched, it will need to be returned in line with our “Change of Mind” policy below.
Change of Mind Request
If you change your mind about a product, you may return it within 30 days of delivery, provided that:
- The item is new, unused, and in its original, unopened packaging; and
- You have contacted us to arrange the return in advance.
A 5% service charge will apply to cover carriage, handling, and restocking costs.
Once the item has been returned and inspected to confirm it is in new and unused condition, a refund will be issued via your original payment method.
Received Damaged
If your order arrives damaged, please ensure the damage is noted with the delivery driver at the time of delivery. You must then contact us within 24 hours of receipt to report the damage.
We will require photographic evidence of both the damaged item and the packaging in order to raise a claim with the courier. Once verified, we will arrange for collection and either a replacement or full refund.
Faulty Items
In the unlikely event that your machine develops a fault, please stop using it immediately to prevent further damage or risk to your safety.
If the fault occurs within 30 days of delivery, you may request a repair, replacement, or refund. In many cases, our technical team can diagnose and resolve issues over the phone, and we can often dispatch replacement parts directly for a quick fix.
Faults reported after 30 days of purchase will be handled in accordance with the manufacturers warranty terms and conditions.
Please note that we cannot offer refunds, replacements, or repairs for issues resulting from misuse, neglect, general wear and tear, or accidental damage. Such issues fall outside both our return and warranty policies.
Non Faulty Returns
This policy applies strictly to items returned within the 30-day return window. Any orders received outside of this period will not be eligible for a return and will instead fall under the applicable manufacturer’s warranty process (if the item is still within its warranty period).
If an item is returned within 30 days and is found to be non-faulty but has been opened, used, or shows signs of wear, it will be inspected and graded based on its condition. The refund amount will then be reduced by a percentage to reflect its condition and any reduction in resale value.
Refund deductions will be applied according to the following grading scale:
| Grade | Description | Refund Reduction |
|---|---|---|
| A+ | Item unused, unopened, and in original packaging. | 5% |
| A | Item has been used. Minor cosmetic marks or signs of use. Packaging may be imperfect or unoriginal. | 10% |
| B | Item used with visible marks/scratches. Parts may be missing. Packaging damaged or unoriginal. Fully functional. | 15% |
| C | Item shows heavy signs of use and wear. Some parts or accessories missing. Packaging damaged or unoriginal but item still functional. | 20% |
| D | Item heavily used, damaged, or misused. Refund reduction will be determined on a case-by-case basis. | Variable |
Items returned in a condition worse than Grade A+ may also be subject to additional deductions for missing accessories, replacement parts, or excessive wear and tear.
Refunds will only be processed once the inspection and grading process is complete. Customers will be notified of the assessed grade and corresponding refund amount before the refund is processed.
If an item is returned for inspection and no fault is found, the customer will be responsible for all carriage costs incurred, including:
- The original delivery charge to the customer, and
- The return collection or delivery cost back to our premises.
These costs will be deducted from any refund due, or invoiced separately if no refund is applicable.
Business Customers
For business customers please refer to our Business Terms & Conditions for full details on returns & warranty.