Returns, Refunds & Cancellations Policy
Applies to all orders placed on this website. Last updated 14 November 2026.
| Situation | What you get back |
|---|---|
| Faulty, damaged or not as described | Full refund, repair or replacement, including delivery. No fees, ever. |
| Changed your mind, within 14 days of delivery | Full refund of the price and standard delivery. You pay the return postage. A deduction may be made if the item has been used or damaged beyond what was needed to inspect it. |
| Changed your mind, day 15 to day 30 after delivery | We'll accept unused items in original packaging as a goodwill return, less a 35% restocking fee. You pay the return postage. |
| Business or trade buyers | Non-faulty returns accepted within 30 days, less a 35% restocking fee. You pay the return postage. |
| Made-to-order or bespoke items | Not returnable unless faulty. |
1. Who this policy applies to
"We", "us" and "our" means the business selling to you through this website. "You" means the person or business placing the order. Your statutory rights as a consumer are not affected by anything in this policy.
2. Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, if goods are faulty, not as described or not fit for purpose you are entitled to a full refund within 30 days of delivery, and after that to a repair or replacement (or a refund if that fails). Please contact us with your order number and a photo of the problem. We cover the cost of returning faulty items and no restocking fee or deduction applies.
3. Your 14-day right to cancel (consumers)
If you are buying as a consumer, you can cancel your order for any reason within 14 days of the day you receive the goods, under the Consumer Contracts Regulations 2013. To cancel, tell us clearly by email or through our contact form. You then have a further 14 days to send the goods back.
- We refund the price you paid and the standard delivery charge within 14 days of receiving the goods back (or proof you've sent them).
- You pay the cost of returning the goods. Many items are sent direct from our supplier, so please ask us for the correct return address before posting anything.
- If the goods have been handled more than necessary to establish what they are and how they work (for example used, fitted, scratched, or missing parts or packaging), we may reduce your refund to reflect the loss in value, up to the full price.
- No restocking fee is charged on cancellations made within this 14-day period.
4. Goodwill returns after 14 days (day 15 to day 30)
As a goodwill gesture, beyond your legal rights, we may accept unused items in their original, undamaged packaging up to 30 days after delivery. These returns are subject to a restocking fee of 35% of the item price, deducted from your refund. Return postage is paid by you, and delivery charges are not refunded. Items returned after 30 days are not accepted unless faulty.
5. Business and trade customers
The consumer cancellation rights above do not apply to purchases made in the course of a business. Business customers may return non-faulty, unused items within 30 days of delivery, subject to a 35% restocking fee and return postage at their own cost. Faulty items are dealt with under section 2.
6. Items that cannot be returned
- Goods made to your specification or clearly personalised (for example bespoke 3D-printed parts, custom props or custom designs), unless faulty.
- Sealed goods unsealed after delivery where they are unsuitable for return for health or hygiene reasons.
- Goods that have become inseparably mixed with other items after delivery (for example, fitted or installed).
7. Digital content, downloads and memberships
For digital content (such as downloads, sequences, songs and online tools), you agree when buying that supply starts straight away and that you lose your right to cancel once the download or access has begun. Digital content that is faulty is covered by your rights under the Consumer Rights Act 2015. Memberships and subscriptions can be cancelled at any time to stop future payments; the current period is not refunded once it has started, unless the law requires it.
8. Services
For services (such as website hosting, installation or design work), consumers may cancel within 14 days of the contract. If you asked us to start within that period, we will deduct a proportionate amount for the service already provided. Work that has been fully completed with your agreement cannot be cancelled.
9. How refunds are paid
Refunds go back to the card or payment method you used, normally within 14 days of us receiving the returned goods or confirming your cancellation. Any restocking fee or deduction will be explained to you in writing before the refund is made.
10. Contact
To start a return, cancellation or complaint, use the contact details on this website and quote your order number.