Returns Policy

Please ensure you comply with the following instructions below when making a return. Every delivery comes with an Advice Note listing the contents. Simply decide which is the most appropriate reason code on the back of the advice note and then enter this code alongside the product you are returning. This will help us to improve our quality control when we examine the returned goods. It is ESSENTIAL that you return this Advice Note with your returns parcel. DO NOT SEND PAYMENTS WITH RETURNED GOODS UNDER ANY CIRCUMSTANCES. Our Home Approval period is 3 days from receipt. Return of goods made by you outside this period may not be accepted by us and may be returned by us to you at your expense. In addition credit may be given in the form of a credit note which can be redeemed against future orders within the next six months. If, in our sole discretion, we decide to accept a late return of goods from you we reserve the right to make a charge to cover the cost of processing the late return. Currently this charge is £2.95 per item. Your statutory rights remain unaffected by this policy.

IMPORTANT NOTICE: HOME APPROVAL EXCEPTIONS. Certain goods and services on our website are NOT sold on home approval. Goods subject to this exception are clearly marked on the website. They include perishable goods, personalised merchandise and goods made to your specification, mobile phones, camera, camcorders, DVD tapes, video tapes, CD’s, games software where the security seal has been broken and TV’s. Your statutory rights are not affected in anyway by this policy.

SATISFACTION GUARANTEED

"We want you to be delighted with the products and services we provide, so we guarantee that if for any reason you are not completely satisfied with any product you order from us, simply return it within the 3 day approval period in new condition. If, after purchase, any product fails to give reasonable wear due to either defective workmanship or materials, we should be able to replace, repair, or credit all or part of the purchase price to your account"
*This guarantee does not affect your statutory rights.

Under the Consumer Protection (Distance Selling) Regulations 2000 you also have a right to cancel your order for any product apart from products made to your specifications or clearly personalised which by reason of their nature cannot be returned or products that are liable to deteriorate or expire rapidly, and, audio and video recordings and computer software that you have unsealed or used. Further details of this right, which may be exercised up to and including the seventh day (excluding Saturdays, Sundays and Public Holidays) after the day of delivery, will accompany the delivery. If you exercise your statutory right to cancel, you must immediately return to us at your own cost the products that you do not wish to keep (unless we had selected these products for you). If you cancel within the statutory period you may claim a refund of any sum you have paid concerning the goods, less any charges we make for collecting the goods if you do not return them at your own cost.

Returns via your Courier
Your great network of friendly couriers can collect most items for easy return within 48 HOURS of you contacting them. To take advantage of this convenient service simply call your courier (the telephone number is on the label attached to your parcel) within our 28 day approval period or in accordance with your statutory rights. Please use the original packaging, ensure your parcel is sealed and ready for collection. It is important that you obtain a receipt from the courier. Save the hassle of making returns by using this fantastic service, available to you without even leaving your home.

Returns via the Post Office
When returning goods within our 3 day approval period or in accordance with your statutory rights via the Post Office, please use the original packaging and tape the 'Returns' label over your name and address on the bag, then seal the bag. It is imperative you obtain a Free Certificate of Posting from the Post Office which should be kept in a safe place as this will be required if any returned parcels should go astray. This will contain a unique reference number which should be quoted in the event of a query. Never send payments with the goods. Please see the 'Payment Options' section for the correct payment procedure. If you don't have your advice note, simply write down the item number(s) on a piece of paper along with your reason for returning and your name, address and personal account number and enclose it with the goods.

Returns in Person
When returning goods in person to our Club shop within our 3 day approval period or in accordance with your statutory rights, please use the original packaging and tape the 'Returns' label over your name and address on the bag, then seal the bag. Please bring with you proof of purchase, credit card or paypal receipt.

Further Notes
Failure to produce a Certificate of posting (from the Post Office) or a receipt (from your courier) when a parcel has gone astray will mean we will not be able to credit your Personal Account accordingly. If you are returning goods that have been paid for by credit card, the card adjustment will be made directly to your account. If returned goods do not show as a credit on your next statement, please wait until the following statement before asking whether or not we have received them.

Ordering replacement goods
If you require a replacement or exchange item, simply enter its details on the Order Form attached to the Advice Note with your Credit Card details if necessary OR telephone our Customer service line on 02476 385738 (Please do not do both or you may receive the order twice).