Returns

Refunds - Timescale & Method:
1. Under current consumer legislation, refunds MUST be issued by the retailer within 14 days of receipt of goods in satisfactory condition.
2. Refunds can ONLY be issued via the payment method used by the customer.

In fact, we generally process returns within 1-3 working days of receipt, except in the most unusual circumstances (e.g. holiday shutdown), but even then, refunds would be processed in compliance with the law.
If you used a debit or credit card, funds will be refunded to that account. If you used Paypal, funds will be refunded to your Paypal account.

Sale Items and End-of Line Items: The law draws no distinction between reduced-price and full-price items, and you have exactly the same rights as a consumer as you would have had, had you purchased an item at the full price.

Our returns policy does not affect your statutory right to cancel or your rights relating to faulty goods - see sections below.

How to Return an Item: Please complete a RETURNS NOTE (form will open in a new window) and enclose it with the goods. If you do not have access to a printer, a handwritten note with at least your order number and instructions will suffice. Please note that items are returned at the sender's cost and risk and we advise you to consider returning the items via a traceable service. If using Royal Mail in the UK, a proof of posting certificate usually provides adequate protection.

Duty of Care: The customer is expected to take reasonable care so as to return items in acceptable condition. For many of our products (Plus12, all shoes etc) the product box is part of the product, in that it may give essential information or instructions. It is therefore essential that all such products are returned complete with the product box, as they cannot be considered to be in new and resaleable condition without it.

Exchange Requests: We do not offer an 'exchange' service, as such. Simply place a new order, and return unwanted items at your convenience. This avoids a situation where an item might go out of stock whilst you are returning the original item, and gets the item you actually want to you quicker.

Discount Eligibility: Discount eligibility is calculated on your final order value after taking into account the value of any items subsequently returned. If you return part of an order where you had a discount or free shipping based on number of items or total value of order, we will adjust the refund to reflect the value of the discount originally allowed if the return of one or more items renders your order no longer eligible for such a discount. If you received an extra item as a result of ordering a specific product and you subsequently return the product but keep the accompanying item, we will refund the product less the stated value of the accompanying item.

Return of Faulty Items: the law gives you a great deal of extra protection when it comes to faulty items. Of course, we hope that no item we send out is faulty, and we deal only with suppliers with very high standards of quality control, but occasionally, mistakes do happen and an item will get through when it shouldn't have done so. Firstly, the timescale in which you must return a faulty item is very different. You have six months in which to do so without having to prove that the item was originally shipped in a faulty state. After this, you will need to prove that you didn't cause the fault, but you have a total of six years in which to do so. Secondly, we will reimburse you for the return postage if you return an item that proves to be faulty. IMPORTANT: Please ensure that you have contacted us for shipping instructions prior to doing so - consumer law is based largely on what is "reasonable", so, for instance, returning an item via same-day motorcycle courier at considerable expense is not what most people would consider reasonable! In almost all cases, a photo of the fault will be all we need, so please send photos by email in the first instance.

Statutory Right to Cancel: You have a statutory right to change your mind about almost any item purchased online, and may cancel a contract at any time up to 14 days after the day on which the goods were delivered.

How to Exercise Your Statutory Right to Cancel: We need to receive notice of cancellation in writing (by email is fine), and you should include at least your name and address and a line confirming cancellation. You can phone to cancel (this is often sensible in order to avoid an order being despatched unnecessarily), but we will also need you to drop us an email confirming this. You must then return the goods within a maximum of 14 days of issuing your cancellation notice. If you are exercising your statutory right to change your mind and cancel a contract, you will receive a refund of the total cost of the items plus, for UK orders, the value of the least expensive delivery choice that was available to you when you placed the order. This means that if you chose a more expensive delivery method, you will have to bear the cost of the difference.