1. Returns for Wrong or Not-as-Described Goods
1.1 If we deliver the wrong goods, mixed consignments, incomplete sets, goods with the wrong engraving or certificate, or goods that do not match the invoice or SpecCheck, you are entitled to notify us and require collection at our cost.
1.2 We will book collection within 1 to 2 business days where reasonably possible.
1.3 We will provide an RMA if needed and send POD after collection where available.
2. Replacements
2.1 If you want a replacement after a wrong or non-conforming delivery, we will aim to provide the correct goods within 5 to 7 business days after collection, subject to availability.
2.2 We may ask you to confirm the invoice or SpecCheck before the replacement is dispatched.
2.3 If the replacement is also wrong or not as described, you may cancel the affected line or whole order and request a full refund.
2.4 You are not required to accept an endless sequence of further replacement attempts.
3. Returns for Change of Mind
3.1 For standard stock goods bought at a distance, you may usually cancel within 14 days of delivery and return the goods within a further 14 days, provided the goods are unused and returned safely.
3.2 For custom, personalised, engraved or limited-edition goods, there is no change-of-mind return right where the law treats the item as made to your specifications or clearly personalised.
3.3 Sections 3.1 and 3.2 do not affect your rights where the goods are wrong, not as described or faulty.
4. Return Condition and Packaging
4.1 Where the return is due to our error, we ask that you keep original packaging where feasible, but lack of original packaging will not remove your remedy.
4.2 Where the return is for change of mind on a standard stock item, you should package the goods securely and return them in resaleable condition.
5. Return Costs
5.1 If the return is due to our error, we pay collection and return carriage costs.
5.2 If the return is a lawful change-of-mind return on a standard stock item, you pay the return shipping unless we state otherwise.
6. Refunds After Return
6.1 If a refund is due after collection of wrong or non-conforming goods, we will process it under the Refund Policy.
6.2 If you are cancelling after a second failed replacement, your refund right is immediate once the goods are back in our control or have been made available for our collection.
7. Evidence and Tracking
7.1 For your protection, please keep:
(a) the RMA;
(b) POD;
(c) any return tracking;
(d) photos of the goods and labels.
7.2 These documents help us and your payment provider resolve matters quickly if there is any later dispute.
8. Accessibility
8.1 If you need adjustments to the returns process, please tell us.
8.2 We can provide plain-English summaries, email-only communication, tagged PDFs, quiet-hour updates and a single named handler where reasonably possible.