We have a 30-day return policy, which means you have 30 days after receiving your item to request a return or refund.
To be eligible for a refund, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase.
We request that you do not dispose of any packaging or items prior to a return, as we will need evidence of this in order to proceed with damage claims with our couriers. If you need to arrange a return and the original packaging has been damaged beyond the point where it can adequately protect the items, please ensure that you package the items up carefully in order to prevent any further damage in transit back to us. We recommend taking photographs of this.
Please note that we will not be able to take responsibility for any returns that do not comply with the above and the responsibility for this will remain with the customer.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org, alternatively you can use the live chat feature, located bottom left.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We request that you do not dispose of any packaging or items prior to return, as we will need evidence of this in order to proceed with damage claims with our couriers.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as fuel i.e pellets & kindling), Please get in touch if you have questions or concerns about your specific item.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.