Returns Policy
We hope your order arrives in perfect condition and that you love what you've chosen.
If something isn't right - or you've simply changed your mind - our returns process is straightforward and our team is here to help.
You can reach us via our contact form or by calling 01737 222996.
You'll be speaking to a member of our team based in our Surrey warehouse.
Our Returns Policy
I want to return an unwanted item
Unwanted items can be returned for a no-quibble refund, provided they are in resaleable condition and in their original packaging. Our returns policy normally covers the 365 days following purchase - but if you are outside that window, please get in touch anyway and we will do our best to help.
How to pack your return:
- Wrap or box items appropriately to prevent damage in transit.
- Do not stick labels or tape directly to the product's branded packaging - a damaged box means we can no longer accept the return.
- The easiest method is to reuse the outer packing material and box we originally sent your order in.
If the product is not in fully resaleable condition, or the branded box is damaged, we will apply our half-price replacement guarantee and refund you half the original purchase price.
Return postage: Customers are responsible for the cost of returning items. We recommend using a recorded or signed-for service so the parcel is insured and trackable. Items remain your responsibility until they arrive with us.
Return address:
Redhill
Surrey
RH1 2LW
Please include a note with your name, order number, and reason for returning.
Buy a Royal Mail returns label from us and we will email it to you. It will be linked to your original order.
Please allow up to 48 hours as we create each label manually.
My item has arrived damaged
Please contact us as soon as possible if your item arrives damaged. Do not dispose of the item unless we specifically instruct you to - we may need photographs, a video, or the item itself returned to us.
If we require the item to be returned:
- Items valued under £80: we will provide a free returns label.
- Items valued over £80: we will arrange a collection.
My item has developed a fault
If your item develops a fault, please contact us as soon as possible. Do not dispose of the item unless we instruct you to - we may ask for photographs or a video, and may need the item returned.
If the fault occurs within the first 30 days, we will handle everything directly. If the fault occurs after 30 days, some manufacturers ask that we refer you to them, as they can often resolve matters more quickly by working with you directly.
Brands where this currently applies:
- Jura
- KitchenAid
- Le Creuset
- Magimix
- Nespresso
- Sage
- Smeg
- Vitamix
If you would prefer to return a faulty item to us after the first 30 days rather than dealing with the manufacturer directly, you are welcome to do so. Please contact us and we will advise on the best way to return it.
When will I receive my refund?
Once we have received and assessed the returned item and a refund is agreed, we will process a full refund of the amount paid. Please allow 3–5 working days from the date we receive the item for the refund to appear in your account.
Refunds can only be made to the original payment card used for the purchase.