As a user of this website (referred to as "you/your") you acknowledge that any use of this website including any transactions you make ("use/using") is subject to our terms and conditions below..

Definitions

Listed below the following terms that will be found in these terms of carriage: 

Consignment – A parcel or group of parcels sent through this service to each individual address. 
Consignee/Receiver – The person who is receiving the consignment. 
AWB/Airwaybill – The documentation placed on the parcel. 
Third Party - The carrier with whom the order is placed utilising the account that The Manchester Self Storage Co. has with the major carriers. 
Working Day - Monday to Friday from 8.30am to 5.30pm within the UK, excluding public and bank holidays. NB Please check with individual overseas countries to establish their working hours. 
Admin Rate - £6.00 + VAT 
Guarantee - Collection or delivery guarantee on applicable service or 'your money back'. 
Driver Release area - Carrier term for a 'safe' area where goods can be left without a signature (USA & Australia Only)

Obligation to the customer

The Manchester Self Storage Co. will arrange delivery of the consignment/s through a third party service with a reputable carrier where the 'in-house' service in not available.

The Manchester Self Storage Co. reserve the right to without notice - Introduce, change, remove any pricing, service or discount that is available online. 

1-3 delivery attempts will be made for each consignment, depending on the service. If unsuccessful the consignment will be returned. It is the customer’s responsibility to track all orders and contact our offices prior to the return to rectify any issue. Once returned the item will not be re-shipped free of charge, as delivery has been attempted and the return completes the agreed contract. 

The Manchester Self Storage Co. do not come into direct contact with the consignment/s but arrange for the collection through one of the major carriers that we hold an account. The Manchester Self Storage Co. with notify you of the collecting agent. Please ensure the correct parcel is given to the correct collecting agent.

Export services can be collected from a Residential address or Business. Please note the Import services are collected from a Business address only. 

The carrier / The Manchester Self Storage Co. have the right to refuse a consignment for a given reason such as No Packaging, insufficient packaging or the consignment being too large. 
In addition The Manchester Self Storage Co. has the right to refuse any order/user from our system. 

All queries/claims must be directed through The Manchester Self Storage Co. who will then contact the relevant carrier on the sender’s behalf. If the carrier is contacted directly, The Manchester Self Storage Co. may not be able to assist you with your query at a later date. 

The Manchester Self Storage Co. services are door to door. It is advised to check the zip code/ post code before sending for International addresses in case of exclusions. Please note many areas in Turkey, Uganda and Ukraine are not door to door. The only areas that are delivered to the door in Ukraine are as follows-Kiev, Dnipropetrovsk, Zaporizhya, Odessa, Kharkiv, Donetsk, Mariupol, Lviv. 

Please note shipments to the Reunion Isle, are classed as France, but only Express (Air) services will be available to this destination. If any other service (Road) is booked and the parcel returned, no refund will be given. 

All services offer signed for delivery apart from Hermes Economy where signature is obtained 80% of the time but not guaranteed. Please also note that certain areas of the USA & Australia are classed as 'Driver release areas' this means that the carrier deems this a 'safe' area and parcels can be left at the door without a signature. No claim can be made for such deliveries. Please check before sending. 

The Manchester Self Storage Co. can only deliver to a full street address. 
We cannot deliver to a PO Box. If a consignment has to be returned for this reason, no refund will be given. 

The Manchester Self Storage Co. require a telephone number for the receiver who may be called in the event of an address query. Please note for any overseas address a local number is needed, the carrier will not call a UK number. The Manchester Self Storage Co. will not re-ship any returned item if a telephone number has not been provided and the carrier could not call to arrange delivery. 

All prices quoted on this web site are in pounds sterling. 

The Manchester Self Storage Co. reserve the right to refuse any order and will process payment security checks on certain transactions and values. 

The order and any cancellation of order will be confirmed in writing. If this is not received, please contact our offices where the transaction will be confirmed. 

Any refunds will be processed within 5-7 working days.

Prohibited & Restricted Items

 

Please check that we are able to carry your contents before placing your order. Items that are strictly Prohibited are listed as such and cannot be sent through our services. 

Restricted Items can be sent but will travel without any inclusive or additional damage / loss cover and are therefore sent at the owner’s risk, no claim can be made under any circumstances. 
Prohibited / Restricted items could be subject to non collection, delay, return or confiscation by Customs. If a Prohibited / Restricted item is collected and then later returned, no refund of carriage will be given and return charges may be applicable. 

In the event of damage a Prohibited/Restricted item may be discarded depending on the condition of the parcel and if it poses a Health and safety risk. No claim for loss or damage can be made on a Prohibited / Restricted item. 

In addition the sender will be liable for any damages caused in transit to other shipments or property resulting from sending a Prohibited / Restricted item. 

If you chose to purchase additional transit cover on a Prohibited / Restricted item the cover is invalidated. In addition The Manchester Self Storage Co. have a check box that must be ticked to state the Prohibited / Restricted items & Terms and Conditions list have been read before an order can be completed. 

Please note - Hazardous / Dangerous goods are strictly prohibited from our services. Failure to declare Dangerous goods can lead to prosecution where unlimited fines and imprisonment is possible. 

Item/s sent within a Hazardous box will be classed as such. DO NOT RE USE OLD HAZARDOUS BOXES. 

The following items are strictly prohibited from shipment, and must not be sent through our services under any circumstance. Any of these items being sent may result prosecution, heavy fines and imprisonment.

  • Aerosol cans / sprays
  • Airbag Modules
  • Animal skins / Furs / Any Animal Parts including meat / Ivory and ivory products
  • Any item that is not boxed
  • Articles of exceptional value (eg, works of art, antiques, precious stones, gold and silver) over £250 NB Gold or Silver over £50
  • Box with Hazardous label - Items sent with a Hazardous label attached will be classed as such. DO NOT RE USE OLD HAZARDOUS BOXES
  • Cheques or Tickets that are not named
  • Dangerous goods - eg Explosives / Fireworks / Christmas Crackers / Radioactive Materials / Deactivated or Replica Weapons and Munitions / Firearms / Swords / Knives / Axe / Weapons
  • Dry Ice
  • Engines / Generators / Gearboxes or any part containing or having contained oil/petrol unless flushed through
  • Fire Extinguishers / Life Jackets
  • Food items (Perishable) Outside the EU
  • Goods moving under ATA Carnet and all temporary exports and imports; goods moving under FCR, FCT and CAD (Cash Against Document)
  • Hazardous materials eg Paint / Adhesives / Chemicals / Flammable resins/ solvents/ liquids / Compressed Air / Items containing any gases - See Also Household goods
  • Household goods containing flammable or corrosive liquids, such as oven or drain cleaners / perfume, aftershave/ hairspray/ nail varnish and remover/ antiseptic wipes ...
  • Human Remains / Body Fluids
  • Liquids / Adhesives / Paint / Oil
  • Live / Dead animals
  • Magnets or items containing ferro-magnetic material
  • Mobile Phone with Sim card / Mobile phone with or without Sim to any Residential address in Turkey
  • Money, Keys, Negotiable items / Payment cards
  • Passports / Birth Certificates / Driving Licences
  • Pornographic materials
  • Prescribed Drugs / Medication
  • Tobacco and tobacco products
  • Wet or Lithium Batteries (Not including Dry Cell)

 

Restricted Items

The following items are deemed unsuitable for shipment by our services, and are therefore restricted. Any of these items being sent may result in surcharges, delays or confiscation by authorities where appropriate. No transit cover or guarantees whatsoever will apply to these items. THESE ITEMS ARE SENT AT YOUR OWN RISK.

  • Food items (Perishable) All areas
  • Furniture (Unless Flatpacked)
  • Glass / Mirrored items / Crystal / Ceramic / Pottery/ Porcelaine/ Plaster / Marble / China / Stone / Slate / Resin / Granite / Concrete - (or any item containing these matierals)
  • Laptops / Monitors / Computers
  • Perishable goods
  • Personal Affects
  • Plants / Seeds / Flowers / Plant derivatives
  • Televisions / Plasma & TFT Screens, Monitors
  • Unaccompanied baggage / Suitcases
  • White Goods -fridges, ovens- (also known as range, stove, cooking plate, or cooktop), Microwaves, dishwasher, Washing Machine etc.)

 

Collection & Delivery

A The Manchester Self Storage Co. representative books the collection as per the customer’s request. The representative will tell you if the time slot is available if not you may be able to select an alternative. 

In the rare event that the courier cannot make the collection please contact The Manchester Self Storage Co. immediately where we will re-book for collection the Same day if Cut off has not passed or the next working day. Please be aware that we are not aware of any issues with collection until we are contacted. 

Please note, we cannot specify a morning collection. You can request after a certain time if permitted, but collections will be made up until 5.30pm on any given working day. 

Deliveries can be made any time up until 9pm on the DHL Home services, 5.30pm on all other services. 

The Manchester Self Storage Co. services are door to door. It is advised to check the zipcode/post code before sending for International addresses in case of exclusions. Please note many areas in Turkey, Uganda and Ukraine are not door to door. The only areas that are delivered to the door in Ukraine are as follows-Kiev, Dnipropetrovsk, Zaporizhya, Odessa, Kharkiv, Donetsk, Mariupol, Lviv. 

1-3 delivery attempts will be made for each consignment, depending on the service. If unsuccessful the consignment will be returned. It is the customer’s responsibility to track all orders and contact our offices prior to the return to rectify any issue. Once returned the item will not be re shipped free of charge, as delivery has been attempted and the return completes the agreed contract. 

Collections & Deliveries are made on Working days only. Saturday collections / Deliveries are available on request but are not guaranteed. Refund of the Saturday surcharge will be applied if delivery is not made on the relevant Saturday. 

Please ensure you are in at the collection time that you request. A surcharge of £12.00 will be applied if you are out when the driver tries to collect. 

A receipt must always be obtained on collection of your consignment. No claim can be made if a collection receipt has not been obtained as there is no proof that the carrier has collected the parcel. In such a case a full refund will not be given as there is no proof of service taking place. 

Please note that certain services require a Barcoded label / AWB to be printed out and attached to the parcel. Manual paperwork must not be used or the carrier will bill you directly instead of on prepaid through The Manchester Self Storage Co.. If the carrier uses manual paperwork you will be charged a surcharge of £18.00 + VAT to move the charges back to our account. If the surcharge is not paid then the order will be cancelled and the carrier must be paid the full premium direct. 

On the advised services the driver will leave a Waybill document that you may have to complete with the, to and from address details. 
It is the customer’s responsibility to ensure that all the details are correctly completed and displayed on the correct parcel and no claim or reduction will be made if the parcel is sent and the details were incorrect or placed on the incorrect parcel. It is not the driver's responsibility to check this information, so please ensure this is checked before he leaves. 

The price of any timed deliveries that are not delivered by the guaranteed time, such as pre 10am and pre 10.30am service will be refunded in full, so long as the reason for delay has not been a customs query, remote area delivery, Incorrect information having been supplied or attempted delivery. 

Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall, Northern Ireland and Offshore Islands may be subject to a 24-48 hour delay with all carriers apart from ANC which can take up to 7 days. Glasgow can take an additional hour on the by 9.30am, 3pm service. Please check before sending. 

Shipments to and from remote areas nationally and internationally on all services may be subject to delay and possible service downgrade. Please check the address with us prior to sending for advised transit times. 

Please note that any guaranteed service will guarantee a delivery time once collected. 
In the rare event that the courier cannot make the collection please contact The Manchester Self Storage Co. immediately where we will re book for collection the Same- Day if Cut off has not passed or the next working day. Please be aware that we are not aware of any issues with collection until we are contacted. 

No refund / discount will be given for failed collection if customer is not present. 

Transit times must be checked for the service ordered. Guaranteed services are not guaranteed to remote areas. Please check the collection and delivery address before sending to see if the guarantee can be offered for your consignment. 

Non-guaranteed shipments list the specified transit time and as stated, are not guaranteed. 

On some services there will be a surcharge if a re delivery is necessary. Please check the service description prior to sending. 

A customs invoice must be completed for ALL countries outside the European Union. You will be guided by a representative to complete this if applicable and a template will be e-mailed to you once the order is placed. An accurate description and reason for Export must be entered on this invoice. If customs find different items than declared or an incorrect reason for export stated (such as Gift when actually purchased) then a Surcharge could be applied or the shipment returned. 

Four copies of the customs Invoice must be given to the driver on collection. 

Some of our services are subject to a redelivery charge. 
This is detailed in the surcharges section. Please ensure that the receiver is in to accept the delivery or you will have to pay an additional charge on each delivery attempt. 

Please note we cannot mail to any PO Box address or BFPO address through our services. 

Parcels should not be strapped or attached together. This is not a secure way for parcels to travel in the courier network. No claim can be made for any additional item that was strapped to the original in the event that they become separated in transit. 

Please note that any item travelling through our services must be able to withstand a short drop, fragile items should not be sent though our services. Please see our packaging guidelines on the FAQs page.

Customs Clearance

You are pre-paying for the postage charges of your consignment/s only. The Manchester Self Storage Co. has no control over any customs queries, delays or charges that may arise. Customs charges must be paid in addition by the sender or receiver before delivery is made. The Manchester Self Storage Co. reserve the right to pass these charges directly onto the person who placed the order. If you do not wish to pay the charges and the consignment is returned, all return charges will also be passed on. 

Documents up to 1.5Kg do not need a commercial invoice to any destination. These should be declared as zero value. If a value is entered The Manchester Self Storage Co. cannot be held responsible for any charges that may apply. 

Consignment/s that exceed the value of £4,699 may be delayed as they will require further documentation for clearance.

Surcharges

By entering the weight and dimensions of your consignment/s you are pre-paying for the postage. If the consignment/s are heavier then the additional weight will be charged to the card that the order was placed on together with a surcharge of £18 + VAT. Additional charges will be confirmed in writing. 

Please ensure you are in at the collection time that you request. A surcharge of £12.00 will be applied if you are out when the driver tries to collect. 

Transit times must be checked for the service ordered. On some services there will be a surcharge if a redelivery is necessary. 

Saturday delivery surcharge is available on request. See section on Collection and Delivery. 

Some areas will be subject to a remote area surcharge. This will be calculated in the quoting system at the time of booking. 

You are pre paying for the postage charges. Any Customs charges will be passed on in addition should they arise. Please see the Customs clearance section. 

Please note that certain services as listed below require a Barcode to be printed out and attached to the parcel. Manual paperwork must not be used or the carrier will bill you directly in stead of prepaid on our account. If the carrier uses manual paperwork you will be charged a surcharge of £18.00 + VAT to move the charges back to our account. 

Some of our services are subject to a re delivery charge. 
This is detailed in the services section. Please ensure that the receiver is in to accept the delivery or you will have to pay an additional charge on each delivery attempt.

Delay / Damage / Loss Claims

 

Late Delivery Claims

Any item that is sent to a guaranteed area on a guaranteed delivery service will be refunded in full. Certain exclusions apply, see below.

Exclusions

A Consignment will only be considered late if it is sent on a guaranteed service to a guaranteed area and exceeds the guaranteed delivery date. 

The money back Guarantee for late deliveries is invalidated under any the following circumstances -

  • Acts of God
  • Consequences of war
  • Insufficient packaging / Incorrect labelling

On the advised services the driver will leave a Waybill document that you may have to complete with the to and from address details. 
It is the customer’s responsibility to ensure that all the details are correctly completed and displayed on the correct parcel and no claim or reduction will be made if the parcel is sent and the details were incorrect or placed on the incorrect parcel. It is not the driver's responsibility to check this information, so please ensure this is checked before he leaves. 

We may supply documentation to accompany your shipment. You will be advised of this at the time of ordering. This must go with the shipment, if not your shipment could be delayed and the carrier may well charge you a higher premium direct. 

Guaranteed services are guaranteed to most areas. It is the Customer responsibility to check the area they are sending to is covered by this guarantee. A refund to admin rate will only be given if a delivery is made late to an area that is guaranteed, as long as the delay has not been caused by customs, incorrect addressing or a failed attempted delivery. 

Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall, Northern Ireland and Offshore Islands may be subject to a 24-48 hour delay with all carriers apart from ANC which can take up to 7 days, please check before sending. Such areas are not guaranteed and no claim can be made in the event of delay. 

Please note that any guaranteed service will guarantee a delivery time once collected. 

In the rare event that the courier cannot make the collection please contact The Manchester Self Storage Co. immediately where we will re book for collection the Same day if Cut off has not passed or the next working day. Please be aware that we are not aware of any issues with collection until we are contacted. 

No refund / discount will be given for failed collection where the customer is not present.

Please note we cannot mail to any PO Box address or BFPO address through our services. If such a shipment is sent no claim can be made for delay and return charges may apply. 

If the item is not correctly labelled and or addressed the claim will be voided. 

Any claim must be brought to us within 10 days of receipt in the case of delay.

Damaged / Lost Claims

The maximum claim value is the transit cover that is chosen at the time of ordering. 

Any enhanced cover that is selected replaces the inclusive cover. 

The claim will be paid to the sender only, the details entered at the time of ordering. Please ensure the exact name or company name is entered at the time of booking as we will charge £10.00 if the cheque needs to be re issued. 

In the event of a claim a copy invoice will be needed to be provided to prove the value of the consignment/s. 

In the rare event of damage all packaging must be kept for inspection by the carrier. The item must be available for inspection in the state it was delivered, at the address it was delivered to. If the item is moved / repaired or if the packaging is not kept any claim will be voided. Photographs of the internal and external packaging as well as the damaged item must be supplied to start a claim. 

In the event of damage repair costs must be supplied. If the item cannot be repaired then we would need this in writing from a specialist for the full claim amount to be considered. 

In the event that a claim is approved and repair costs are paid, no postage will be paid. Postage costs are only paid on approved claims where the full value of the goods have been paid. 

A lost claim can only be processed once the carrier has made extensive searches and deems the goods as lost. 

Any claim must be brought to us within 10 days of receipt in the case of delay/damage, and 28 days in the case of loss. 

Claims can only be re considered up to a period of 12 weeks after despatch as the carrier only holds records for up to this period. If you wish to contest any claim decision, please write in to the Customer Service Director within this period.

Exclusions

A receipt must always be obtained on collection of your consignment. No claim can be made if a collection receipt has not been obtained as there is no proof that the carrier has collected the parcel. In such a case a full refund will be given as there is no proof of service taking place. 

Your consignment/s must be packed to a professional standard, packed within a double walled box with the contents cushioned and protected inside. The packaging must also be sufficient to protect the products weight. Any claim resulting from a parcel that is not packaged to a professional standard and in line with the above will be declined. 

In addition the sender will be liable for any damages caused in transit to other shipments or property resulting from sending a consignment that is insufficiently packaged. 

No claim can be made for a Prohibited / Restricted item 

Items not boxed or sufficiently packed are excluded from our services and could be subject to delay / return / Held for collection by customer. Such goods could also be discarded if A- they are damaged to such an extent such as smashed glass. B- If goods have been held for collection by customer and the time limit advised has been exceeded. Please be aware in such a circumstance, the customer will be aware that collection of said goods must be arranged by a certain date or the goods may incur storage charges, and finally discarded at a cost payable by the sender. No claim for loss or damage can be made on Items not boxed or sufficiently packed and are excluded from our services and if sent are sent at the owner's risk. 

No claim can be made for a Hazardous / Dangerous shipment. 

Hazardous / Dangerous goods are strictly prohibited from our services. Failure to declare Dangerous goods can lead to prosecution where unlimited fines and imprisonment is possible. 

No claim can be made for an item delivered without signature to a 'Driver Release area' (See Definitions) 

Please note that any item travelling through our services must be able to withstand a short drop, fragile items should not be sent though our services. Any item that is damaged as a result of a fall, with the packaging intact will therefore be declined. Please see our packaging guidelines and Prohibited / Restricted items in addition. 

If the outside packaging is intact, then any claim for damage to the consignment will be invalidated as the internal packaging would not have been sufficient to protect the product. 

Parcels should not be strapped or attached together. This is not a secure way for parcels to travel in the courier network. No claim can be made for any additional item that was strapped to the original in the event that they become separated in transit. 

If the item is moved / repaired or if the packaging is not kept until the claim is completed, then the claim will be voided. 

The damaged item together with all packaging must be kept until the claim is concluded as more photographs or inspection of the item may be necessary. If the damage item and or packaging is not kept the claim will be invalidated. 

Please be aware that you must sign for goods as "damaged" if this is the case. If you sign for goods in good condition, you will not be able to proceed with a claim. If you are unable to check when the driver is there, please sign for goods as "unchecked". 

No claim can be made for an item that has been requested to be returned but then delivered to the receiver. We cannot guarantee to stop any item once in transit, although will try and do so if requested. 

Any claim must be brought to us within 10 days of receipt in the case of delay/damage, and 28 days in the case of loss. 

Claims can only be re considered up to a period of 12 weeks after despatch as the carrier only holds records for up to this period. If you wish to contest any claim decision, please write in to the Customer Service Director within this period.

Liability

The person placing the order is responsible for the information entered. The Manchester Self Storage Co. will not be held responsible for wrong information that is entered and any delay this may cause No refunds will be given in this instance. 

On the advised services the driver will leave a Waybill document that you may have to complete with the to and from address details. 
It is the customer’s responsibility to ensure that all the details are correctly completed and displayed on the correct parcel and no claim or reduction will be made if the parcel is sent and the details were incorrect or placed on the incorrect parcel. It is not the driver's responsibility to check this information, so please ensure this is checked before he leaves. 

The sender will be liable for any damages caused in transit to other shipments or property resulting from sending a Prohibited / Restricted item or an item that is insufficiently packaged. 

You are prepaying for the postage charges and The Manchester Self Storage Co. applies these charges on your behalf to its account with the relevant carrier. The Manchester Self Storage Co. are not liable for any customs charges which may arise. 

Liability is limited to the negligence of the company carrying the goods. Such liability is further limited to the direct loss suffered by the customer who placed the order with The Manchester Self Storage Co. only, to the covered maximum, not the receiver of the goods. 

The Manchester Self Storage Co. will accept no Liability for any Prohibited / Restricted Items that is sent through our services and subsequently damaged or lost. No claim can be made for a Prohibited / Restricted item as they are either excluded from our services or as in both cases sent at the sender's risk. A customer ticks to state they have read the Prohibited / Restricted items and the Terms and Conditions at the time of ordering. 

Loss, damage or Delay under the following conditions will not be covered:

  • Acts of God
  • Consequences of war
  • Insufficient packaging / Incorrect labelling
  • Prohibited / Restricted Items

The Manchester Self Storage Co. will deal with the person who placed the order only. 

Liability is also limited to the cost of sending the item only and to the covered value of the consignment if a claim is raised. We will not be liable for any claim for loss of profit, use, breach of contract, loss of revenue, administrative inconvenience, disappointment, or indirect, incidental, financial or consequential loss or damage arising out of, or in relation to, the service you ordered. 

Total liability to you in all respects, and for any type of loss, cost or damage howsoever arising will be limited to £50 per consignment unless you have purchased additional transit cover through us, where the limit of liability will be the cover purchased at the time of ordering. 

Nothing in this Agreement shall be deemed to limit or exclude The Manchester Self Storage Co. liability for fraud or for death or personal injury caused by The Manchester Self Storage Co. negligence or to the extent otherwise not permitted by law. 

You will indemnify The Manchester Self Storage Co. in respect of all claim demands, damages, liabilities, costs or expenses incurred by The Manchester Self Storage Co. or The Manchester Self Storage Co. employees, agents or sub-contractors in relation to any claims by third parties arising in connection with this agreement, or as a result of The Manchester Self Storage Co. providing services, which are in excess of the liability of The Manchester Self Storage Co. under this agreement. 

Any claim must be brought to us within 10 days of receipt in the case of damage, and in 28 days in the case of loss.

 

Severability

If any part of these terms and conditions is found to be unenforceable as a matter of law, the enforceability of any other part of these terms and conditions will not be affected.

Governing Law

These terms and conditions and any contract between us shall be governed by and interpreted in accordance with English Law and the English Courts shall have jurisdiction over any disputes between us.

Refund & Returns Policy

The majority of our refunds are issued on the same payment method that was used at the time of purchase.

Should you wish to return a product that you have purchased from us due to an error we have made or if the product is damaged or defective, we'll refund delivery charges incurred when sending the item(s) to you and refund the costs of returning it to us.

If the credit or debit card used for the initial payment has expired or the account has been closed, we will refund the amount to a different card from the same bank.

Customers located within the EU also have the right to withdraw from the purchase of products within 7 working days after the date the item is delivered. If you are withdrawing from the order:

•    and only part of the order is being returned and i) we have made an error or, ii) the product is not fit for purpose, we will refund the cost of the product plus ‘standard shipping’ costs where applicable.

•    and the whole order is being returned and and i) we have made an error or, ii) the products are not fit for purpose, we will refund the full cost of the order plus ‘standard shipping’ costs where applicable.

•    and only part of the order is being returned due to a change of heart, we will refund the cost of the product(s) but is the customer’s responsibility to cover shipping costs.

Statutory Rights

These terms and conditions are in addition to your statutory rights as a consumer which remains unaffected. The Contracts (Rights of Third Parties) Act 1999 shall not apply to this agreement.

Complaints

We aim to provide outstanding customer service. If you have any complaint about the service you have received from us, please contact our Customer Service Director. Please allow 28 working days for a response to any written correspondence.