Please read our terms and conditions before submitting the form which can be found below.
Returns due to a change of mind regarding your purchase MUST be reported to us in writing via post, email or through the form below within 30 calendar days after the date on the goods were received. Excludes business to business transactions.
If you feel that the goods delivered were not what you ordered, arrived damaged, defective or the delivery is of an incorrect quantity, we regret we cannot be held accountable unless notified in writing of the problem within seven working days (excluding weekends or bank holidays) of the goods being delivered, either via post, email or by completing the returns form below.
When returning items, we recommend that you use a secure delivery method requiring a signature upon receipt (such as Royal Mail Special Delivery), which also insures you for the cost of the items being returned as you will remain responsible for the unwanted products until they reach us. Please always seek consent from the carrier prior to returning bladed items or any hazardous goods (even matches, etc) - undeclared items (even if being sent within the UK) may be seized and destroyed. If an item arrived from us with the same method you choose to return the goods with you will still need to obtain consent to send, as account holders sometimes have special permissions added to their sending accounts. The customer is responsible for the costs of the return.
If you are returning goods purchased on behalf of a school or business, then please contact us first. IF a return is granted, it will be subject to a 20% restocking fee and any shipping costs incurred.
Goods must be returned in the condition in which they were received. This applies to any attached stickers and tags supplied with the product, and all boxes, papers and accessories must be included alongside the returned items so that they can be resold if possible. Please note we will also not accept returned items suffering from tobacco damage or odour although these conditions do not apply to goods which have become faulty after a period of time.
If the goods received are deemed to be faulty upon inspection of your order or if an incorrect product was sent in error, we will happily refund any postage costs incurred to return the item to us. However, if the item is excessively heavy or of a high value, please contact us first as we may be able to arrange a collection.
If your goods have become faulty after a period of time, we will inspect the returned item(s) and issue a replacement if a fault is apparent (non-wear and tear related) and if the original item is still available. However, some products will be eligible to be replaced/repaired under the manufacturer’s warranty, in which case we will provide you with the necessary details to action this.
Please be aware that products currently excluded from our returns policy include surplus, personalised, first aid, food items, mystery boxes, underwear items, PPE and sanitising products.
Any promotional materials or free gifts must also be returned if they were included with the returned item(s). This excludes promotional leaflets.
If you require a different size, colour or variation of a given item (such as clothing) you will need to re-order the correct item via our website, upon which we will then credit the original order once it has been received by us in its original condition. This helps us to ensure a fast and reliable service and also secures the stock of the required item(s).
Business to Business and Special order items (goods which are ordered in specifically for you, or supplied to a business/school) may be excluded from our returns policy, or under certain circumstances, if the return is accepted, may be subject to a re-stocking and administration fee of 20% order value.
All accepted returns for orders which were subject to an age-verification check will be refunded less the search fee of £2.00.
You must obtain a return merchandise authorization (RMA) code from us before returning goods. This must be included inside of the parcel. Should you return goods without this code, the return will be become invalid. The RMA code is important in tracking your return once it reaches our return department - returns without RMA codes will not be processed and we may not be able to return your parcel if we are unable to locate it. Returns that arrive after your RMA code expires will not be processed.