How do refunds work?
Approved refunds are issued to the original payment method within 3–5 business days of the goods being received and inspected, and take a further few days to appear on your statement.
When you will see the money
- 1Goods arrive back and are inspected.Usually the same or next business day.
- 2The refund is approved and issued.Within 3–5 business days. You receive an email confirming the amount.
- 3Your bank posts it to your account.Typically 3–5 further days for a card. Bank transfers are usually faster.
How the amount is worked out
| Reason | What is refunded |
|---|---|
| Damaged, faulty or wrong item | Item price and original delivery charge, in full |
| Cancelled before dispatch | Everything paid, in full |
| Change of mind | Item price less the 20% restocking fee. Original delivery is not refunded. |
| Partial return of a multi-item order | The returned items only. The original delivery charge is not recalculated. |
A transit-damage refund follows the accepted claim: where shipping insurance was selected at checkout the damage is covered in full, and without it coverage can depend on what the carrier accepts — see what to do if an item arrives damaged.
Where the refund goes
Refunds return to the original payment method — the same card or the same bank account the order was paid from. A card refund cannot be redirected to a different card or account.
If the original card has expired or been cancelled, tell us in your case and we will arrange a bank transfer instead. We will need the account details in writing from the original purchaser.
If a refund has not arrived
Check the refund confirmation email for the date it was issued, then allow five business days from that date. Beyond that, reply to your case with the date and amount and we will trace it — we can supply the transaction reference your bank will ask for.
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