Refund policy

We want you to be happy with what you have bought. If you are not, here is exactly where you stand.

Changing your mind

Under the Consumer Contracts Regulations 2013 you have 14 days from the day after your order arrives to tell us you want to cancel, for any reason and without having to explain it. You then have a further 14 days to send the goods back to us.

Once we have the goods back — or you have sent us proof of postage, whichever is sooner — we will refund you within 14 days, to the payment method you used.

What we refund

  • The full price of the goods you return.
  • The standard outbound delivery cost. If you paid for express delivery, we refund what standard delivery would have cost, not the premium.

What you pay

Return postage is at your own cost, unless the item is faulty, damaged or not what you ordered — see below. We recommend a tracked service, because until the parcel reaches us it is your responsibility.

The condition things come back in

You are welcome to open a pack and handle the contents as you reasonably would in a shop. If goods are used beyond that and their value is reduced as a result, we may deduct that reduction from your refund. Reeds that have been placed in oil, and discs that have been used in a vacuum, cannot be resold.

Faulty, damaged or incorrect items

This is different from changing your mind, and your rights are stronger. Under the Consumer Rights Act 2015, if something is faulty, damaged in transit or simply not what you ordered:

  • Tell us within 30 days of receiving it and you can reject it for a full refund.
  • After 30 days, and for the first six months, we will repair or replace it; if that is not possible, you are entitled to a refund.
  • We pay the return postage, and we refund your original delivery cost in full.

A photograph usually saves everyone time, particularly for transit damage — it also lets us claim against the carrier.

How to start a return

Message us through our contact page with your order number and what the problem is. We reply by email, so you can attach any photographs to your reply. We will confirm the return and give you the address — please do not send anything back before then, so we can match your parcel to your order.

Your statutory rights

Nothing in this policy affects your legal rights. If you would like independent advice about them, Citizens Advice can help.