There are occasionally items that do not work as intended, or get damaged in transit. In the event of this happening with an item you have received, please contact us through the website contact form or by calling our office and give a full detailed description of the problem, as well as your Order Number.
Depending on the problem our customer service team will determine how best to resolve your problem with the minimum inconvenience to you. If it is found that the item you received is faulty then we will exchange it at no cost to you.
If you have received an item that is damaged please contact us through the website contact form or by calling our office and advise us of the nature and extent of the damage. Please also advise us of your name, contact number and order number. We will replace any items damaged in transit, at our cost, just as soon as we receive the damaged item back, or in many circumstances, as soon as we receive the photos.
You must notify us of any damage or faults within 14 calendar days of the date of your product being dispatched from our warehouse. After this time period your product's normal warranty applies. Should you have a change of mind, we do not issue refunds; however we will exchange the item within 14 days of you receiving it. Proof of purchase will be required; the return shipping will be at your cost.
Once we have received your returned item or the refund has been approved according to your issue (defects only), we will then send you either notification of receipt of your item and/or an email issuing you a credit Refund. The type of Refund will be based on previous discussions, as to the type of problem. You will either receive a Refund into your nominated bank account or a Credit in the form of a Coupon, which you can then use on a future purchase. If you have not received your Refund, after your approval notification, within 2 working days, please contact our Finance dept. At: firstname.lastname@example.org and we will promptly investigate why it has not been issued and rectify it.
Please make sure when returning the item it is securely packaged so that it won't incur further damage in transit back to us. NOTE - This does not apply to items that are for exchange due to your choice. In these situations, complete and intact packaging is required including all tags, manuals and accessories. The product must be returned to us in AS NEW condition.