Refund policy
All sales are final. We do not offer refunds to the original payment method, except where required by applicable law.
We do want you to be happy with your piece, so eligible items may be exchanged when an exchange request is submitted within 7 calendar days of confirmed delivery.
Definitions
Confirmed delivery means the date on which the carrier records your order as delivered to the address supplied at checkout.
All sales are final means that a completed order is not reversed for a refund. It does not remove your right to an eligible exchange under this policy, or any right you have under applicable law.
Eligible means an exchange request submitted within the 7 calendar day window for an item that meets the return condition requirements set out below.
Requesting an exchange
Email [SUPPORT EMAIL — SET THIS] within 7 calendar days of confirmed delivery, quoting your order number. Once we have approved the request we will confirm where to send the piece and which items are available in exchange. Pieces sent back without an approved exchange request cannot be accepted.
Condition of returned pieces
The piece must reach us in the same condition in which you received it. Specifically:
- No additional wear beyond the condition in which it was received
- No new damage, marks or scratches
- No odours acquired after delivery, including smoke or fragrance
- No cleaning, conditioning, repair, resizing or alteration after receipt
- All included accessories and components returned, such as dust bags, boxes, straps, keys, padlocks and cards
- Any our store security tag still attached and intact, where one was fitted
If a returned piece does not meet these requirements we will not be able to complete the exchange, and we will return the item to you.
Exchange value
If the replacement piece costs more than your original order, the difference is payable before the replacement is dispatched. If the replacement piece costs less, the remaining value is issued as our store store credit. The difference is not refunded in cash or to the original payment method, except where required by applicable law.
Return shipping
Unless our store made an error, return shipping for an exchange is arranged and paid for by the customer. Because these are high-value items, please use a tracked and insured service appropriate to the value of the piece, and keep your proof of postage until the exchange is complete. We can only process an exchange once the piece reaches us.
Where we sent the wrong piece, a materially different piece, or a piece that was damaged in transit, we arrange and pay for return shipping and put it right at no cost to you.
Order cancellations
If you need to cancel, email [SUPPORT EMAIL — SET THIS] as soon as possible after ordering. Cancellations are not guaranteed. Once an order has been processed or dispatched it is handled under this policy rather than cancelled, except where applicable law provides otherwise.
Wrong or damaged orders
Please check your order as soon as it arrives. If the piece is incorrect, materially different from its listing, or damaged in transit, contact [SUPPORT EMAIL — SET THIS] promptly with your order number and photographs so that we can resolve it.
Your legal rights
Nothing in this policy limits, excludes or replaces any right or remedy available to you under applicable consumer law that cannot be waived. Where such rights apply, they take precedence over the terms set out above. This policy also does not affect your ability to raise a payment dispute with your payment provider.
Contact
For any exchange request or question about this policy, email [SUPPORT EMAIL — SET THIS] or use our contact page.