Returns & Exchange Policy
Please note, no free Returns - shipping will be at the customer’s expense.
- You can return any of our products, that have not been used, within 30 days of delivery for a refund of the product cost but not any delivery costs you paid*, or for an exchange to a different finish.
- Orders made between 15 November - 24 December can be returned up to 31st January the following year. .
- After 30 days (or the January extension if appropriate), we do not provide refunds.
- EU & UK orders: Customers based in the UK and EU have the legal right to a 14-day cooling-off period to return unused items bought online for a full refund under the distance selling rules. If you contact us within 14 days of receiving your eto, we will refund the price of the eto and the original shipping cost you paid. .
IMPORTANT: If your product is damaged in any way on arrival please do not return the item. Instead please contact us firstname.lastname@example.org.
Please notify us email@example.com before returning your eto, so we can ensure that your desired finish is in stock. We can then inform you if there’s any additional cost for a different finish.
How to return and item for refund or exchange
- In all cases, you are responsible for all the costs of returning the products to us.
- We advise customers to take all the necessary precautions to ensure that their parcels are returned in good condition. We cannot accept responsibility for loss or damage in transit.
We advise customers to ensure the products are well packaged and sent via a secure and reputable courier company on a fully tracked service. Or we can arrange collection by courier at your cost if you email us at firstname.lastname@example.org.
- Please include a note of your name, order number, and the reason for return (eg “unwanted gift”) inside the parcel so our returns team know exactly what to do with it.
Please send to
3800 Drossett Drive
All other locations
Unit 11 Titan Drive
- Once your return is received and inspected, we will drop you an email about your refund or exchange.
- The refund will be made to the original payment method used.
- Refunds will be issued to you within 14 calendar days of the day on which we receive the eto back.
- Refunds may be reduced for any diminished value in the eto resulting from your excessive handling of them (e.g. no more than would be permitted in a shop).
If you wish to cancel or change your order, unfortunately this cannot be guaranteed, but please contact us immediately at email@example.com
- We work quickly to pick and pack your items. Unfortunately, this means your order usually can't be amended or cancelled once you've placed it. This includes swapping products, changing your delivery address, and changing payment methods. You can always return any unwanted orders to us for a refund or exchange per above.
For further terms & conditions of placing an order with us please see our Terms & Conditions