Product returns
Customer satisfaction is at the heart of our business and we aim to happily do anything we can to keep all of our customers happy. All of our products are manufacture in the UK with exceptional quality, however we know that sometimes customers want to return the purchased item and ask for a refund for any reason.
If you are not happy with our product for any reason, you have the option to return it to us within 14 days after you received it through the post. Please note that you need to pay for the postage of returned item and you must ensure that the product is still in original condition before sending it back to us.
You must send an email to [email protected] quoting your order number and explain that you need a full refund. You do not have to explain the reason for it, however we appreciate your feedback on our product and we would be grateful if you let us know the reason you are not happy with our product.
We will reply to your email within 24 hours and will give you an address where you can post the returned item to us. It is better if you try to obtain a receipt as a proof of postage.
Once we receive your items, we will issue a full refund using the same payment method you used at the time of purchasing the product. It will normally take up to 48 hours for us to process refunds after receiving your retuned item.
Product exchange
We always perform a thorough quality check before dispatching the items in order to make sure that there is no fault with them. However, we offer a 14 days exchange period for faulty items. Please send an email to [email protected] quoting your order number and photos of the product in a way that the fault is clearly visible.
If we believe that the product is defected, we will email you a prepaid postage label within 24 hours so you can send the product back to us. We will send you a replacement within 24 hours after we receive the faulty product.
Please note that we used brass sheets with natural finish in manufacturing the products in order to keep the natural antimicrobial properties of the material. Therefore, scratches are normal and are not considered as fault or defect. When you start using the product, scratches will appear on the surface of it and it is completely normal due to the nature of brass. You may find similar products in the market with different finishes on the surface, however there is no guarantee that the product will still hold its natural antimicrobial properties.
