Legal
Returns
In short
- Four steps: tell us, pack it, ship it, get your money back.
- You have 14 days from delivery to change your mind, no reason needed.
- Return shipping is yours on a change of mind, ours when the item is defective.
- Outside the EU and the United Kingdom, a change-of-mind return carries a 5% restocking fee.
- An item damaged in transit is exchanged free of charge once the carrier has recorded the damage.
- We refund within 14 days with the payment method you used.
The full text below is the binding version.
On this page
This page is the practical side of your right of withdrawal. The legal wording, the exceptions and the model form are on that page. Nothing here takes anything away from it.
1. Step 1: tell us
Write to [email protected] with your order number, or use the contact form with the subject “return”. One sentence is enough, and you do not have to give a reason. We reply within 1 business day with the return address.
Do not send anything back before you hear from us. A parcel that arrives without a return reference is hard to match to an order, and that delays your refund.
2. Step 2: pack it
Put the item back in its box with the parts it came with, and pack that box inside an outer carton so the printed box does not take the labels and the tape. Steel tools travel well, glass and ceramics do not, so add some padding for those.
You may unpack an item and handle it to see what it is and how it works, in the same way you could in a shop. You are liable only for a loss of value that goes beyond that, for example a tamper that has clearly been used to pull shots.
3. Step 3: ship it
Send the parcel to the return address we gave you, within 14 days of telling us that you withdraw. Use a service with a tracking number and keep the receipt. Proof that you sent the parcel is enough for the refund clock to start, you do not have to wait for it to arrive.
4. Step 4: your refund
When your notice reaches us the refund is due within 14 days. We may wait until the goods are back with us or until you show us the proof of sending, whichever comes first. The money goes back to the payment method you used, and we do not charge you a fee for that.
5. Conditions
- The item is complete, with the accessories and the parts that were in the box.
- Sealed goods that cannot be returned for hygiene reasons are excluded once the seal is broken. Where that applies, the product page says so before you order.
- Made to order or personalised items are excluded.
- Nothing else is excluded. You do not need the original outer carton, and a box that was opened carefully is not a reason to refuse a return.
6. Costs
| Case | Who pays the return shipping |
|---|---|
| You changed your mind | You |
| Item defective, damaged in transit, or not what you ordered | We do |
Restocking fee. For customers outside the EU and the United Kingdom, we deduct a restocking fee of 5% of the item price from the refund when an item comes back because you changed your mind. We never charge it on an item that is defective, damaged in transit or not what you ordered, and never on a withdrawal under EU or UK consumer law, so customers in the EU and the United Kingdom do not pay it. We charge no other handling fee.
The delivery cost you paid on the original order is refunded with the order value, except for any extra you paid for a delivery option above our standard one.
7. Exchanges for items damaged in transit
We exchange an item that was damaged in transit free of charge, shipping both ways included, once the damage is on record with the carrier:
- Check the parcel when it is delivered. If the box is visibly damaged, ask the driver to record the damage in a damage report, or note it on the delivery receipt before you sign.
- If the damage only shows when you unpack, contact the carrier straight away to have the damage recorded, and photograph the box, the packaging and the item.
- Send us the carrier’s damage report and the photos with your order number at [email protected].
When the report confirms the damage, we send a replacement and collect the damaged item at our cost. This does not limit the rights your local consumer law gives you.
8. Defective items
If something is faulty, write to [email protected] with the order number and a photo or a short video of the problem before you send anything. We then arrange the return at our cost and either repair, replace or refund.
If an item is faulty or does not match its description, you have the rights your local consumer law gives you. For customers in the EU and the United Kingdom this is the statutory guarantee, which lasts at least two years from delivery. These rights are separate from the 14 day withdrawal period and are not affected by it.
9. Refund timing
| Moment | What happens |
|---|---|
| We receive your notice | The 14 day refund period starts |
| You send the parcel and tell us the tracking number | We can release the refund from that point |
| We issue the refund | Same payment method, no fee |
| The money appears | Your bank or payment provider decides how long its own transfer takes |
If the 14 days have passed and you see nothing, write to us with the order number and we check it the same day.