Refund & return policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
If you have carried out a test patch you will have gauged the suitability of the product. If it is unsuitable return the item – we will not offer money back on items where large amounts of product have clearly been used.
Money back on ‘used’ items with broken seals is entirely at our descretion.
* Gift cards
* Downloadable software products
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
We will not refund the cost of the item if it does not reach you on our delivery timescales whether it is next day or standard free shipping.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: Gatehead Cottage, Barnside Lane, Hepworth, Holmfirth, HD9 1TN, United Kingdom.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: Gatehead Cottage, Barnside Lane, Hepworth, Holmfirth, West Yorks, HD9 1TN, United Kingdom.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If you have paid for next day delivery it will be based on the order being received by us before 12.30pm on a working day (Mon-Fri). We will send the item that afternoon. We will only refund the next day shipping element if the delivery does not reach you on the next working day. We will not refund the cost of the item unless it is returned to us as per above conditions. We will also not pay for the cost of the return of the item.
We are not open on a Saturday or Sunday, no orders are processed or shipped on those days.