Returns Policy

We strive to ensure every customer is satisfied with their purchase. If you need to return an item, here’s how we handle returns and refunds:

General Return Policy

1. Cooling-Off Period:

   • Returns are accepted within 14 days from the day you receive your order, regardless of the reason for return.
   • Please contact us before sending any items back to ensure your return is processed smoothly.

2. Condition of Items:

   • Returned items must be in like-new condition, meaning:
     • No signs of use (clean, undamaged, unscratched, unbent (items bent and then strightened will incurr fees).
     • No Velcro buttons applied or glued, as removing them leaves stains and affects the refund.
   • Non-Refundable Items:
     • Items used in smoker rooms (the smell cannot be removed).
     • Items returned excessively damaged, dirty, or scratched will result in a reduced refund (see below).

3. Refund Deductions for Condition:

   • 50% refund for items that are returned damaged, bent (that includes bent and then strightened), scratched, or heavily used.
   • A £5 handling, inspection, and restoration fee will be applied to all returns.

4. Customs and Shipping Costs:

   • Return shipping is the responsibility of the buyer.
   • Customs Fees: If returning from outside the UK, please label the package as “Returned Goods” to avoid customs charges.
   • If failed to do so and in result we are charged extra import fees – these will be deducted from your final refund.

5. Refund Process:

   • After we receive and inspect your return, the refund amount will be calculated based on the item’s condition.
   • Refunds will exclude original shipping costs.
   • Processing refunds may take up to 5 business days.

6. Uncontacted Returns:

   • If you return a product without contacting us in advance, we may not be able to process your refund.

Additional Policy for System or Software Conflicts

We understand that technical conflicts may sometimes occur between our products and customer setups. While such conflicts are not considered a defect and fall outside the scope of our product guarantee, we want to ensure customers have a fair return process:

• You are welcome to return the product within the 14-day period if it does not meet your needs.
• Refunds for such cases will be assessed individually, ensuring each customer is treated fairly and with the utmost consideration for their unique circumstances.

Best Practices for Returns

• Include a note with your order number inside the return package to help us identify your return quickly.
• Use a tracked or signature-required service for shipping. We are not responsible for lost parcels during the return process.

Why We Charge a Handling Fee

As a small business, our goal is to offer competitive pricing while maintaining fairness for all customers. The handling, inspection, and restoration fees help cover the costs of inspecting, processing, and restoring returned items to sellable condition.