DELIVERIES & COURIER SERVICE
We partner with a number of trusted and reputable couriers for shipment around the globe, including Royal Mail, DHL, UPS, DPD, etc. You will get a tracking number for your order after it is dispatched. Under normal circumstances, couriers require a consignee to sign for the parcel upon delivery.
SHIPPING COSTS
All shipping costs are automatically calculated at checkout. We calculate the cost directly based on the postal or courier service fees so you won't find artificially inflated shipping costs in our shop.
REGIONS IN SERVICE AND DELIVERY TIME FRAME
We deliver to no matter where you live. Major areas of service include the United Kingdom, the European Union, the United States and Australia. For the rest of the world, We deliver as much as our partnering couriers deliver. To find out if your region will be delivered to, please try our checkout page.
All expected delivery times are stated in the shipping area during checkout. Usually these are much shorter than stated. Even so, all shipping times are expected, but not guaranteed.
PO BOXES
We accept only physical addresses for posting due to delivery restrictions of couriers. If your primary delivery address on PayPal is a PO box or a virtual address, please have it revised before placing an order with us. Otherwise the order will be cancelled and refunded. Couriers normally require consignees to sign for the parcel.
AMENDING SHIPPING ADDRESS
We do not allow any change or update of shipping address after an order is placed successfully (especially after an order is dispatched) for the protection of both parties against the possibility of a lost parcel. In case you have ordered using an erroneous shipping address, you are recommended to contact our CS Team as soon as possible to have the order hold, cancelled and refunded. You may place a new order using the error-free shipping address, after logging onto your PayPal account and have it revised there. Please note that any request for cancellation and refund of order due to an erroneous shipping address will be accepted only before the order is processed.
LOST PARCEL AND DISPUTE CASES
In cases where the parcel hasn't been delivered in the stated delivery time frame, please contact our team to sort things out. If a refund is your preferred option, we'll issue it to you after a written declaration that you haven't received the package.
In cases where delivery has been made and a proof of delivery (POD) with signature of consignee is available from the courier but you have not received the parcel physically, we would do our best in assisting you in the investigation of a missing parcel by opening a case with them in order to get any compensation issued by the courier.
Above all, customers are responsible for providing a correct and complete shipping address. We reserve the right to reject issuing any refund for lost-parcel cases due to an erroneous and/or incomplete address. Customers are recommended to contact our CS Team in case of a non-receipt of parcel beyond its reasonable time frame. For our delivery time frame, details can be found at Regions in Service and Delivery Time Frame.
CANCELLATION POLICY
Customers may cancel their order for a refund if it has not been processed. After it is processed, We reserve the right to deny the cancellation request of customers and they can only return the order to us in accordance with our Return Policy. Customers may contact us to request cancellation of an order.
Due to PayPal terms change, from 2nd of January 2020 all refunds are charged with a 4.4% refund fee (a fee that PayPal collects).
14 DAYS CHANGE OF MIND RETURN AND REFUND
If you have changed your mind about a purchase, you may return your order for a refund at your cost within 14 days of receipt of your parcel given the below conditions are met:
The product is purchased from our web shop;
The product is new and undamaged as received;
All original product packaging, accessories, manuals must be returned to us intact;
Note 1: The 14-day period starts from the date of delivery onwards as shown on the tracking page and the period is counted on the basis of calendar days.
Note 2: There will be a 20% restock fee for requests made after the 14 days period and we will have the final decision whether your returns will be accepted.
Note 3: Refund request due to price drop may not be accommodated after an order is processed. No refund of a price drop will be issued after the order is dispatched. We will have the final decision as to what amount of refund, if any, will be given.
Note 4: You must return the order to the return address provided along our return authorisation. Otherwise you may not receive any refund.
Note 5: Due to PayPal terms change, from 2nd of January 2020 all refunds are charged with a 4.4% refund fee (a fee that PayPal collects).
Please contact us for a return authorisation and the postage address before sending your parcel. We strongly suggest to send the item with a trusted courier or shipping agent as we will not be covering any damages or loss during transit. We reserve the right to refuse returns or to offer a partial refund for items returned in less-than-satisfactory conditions mentioned above.
14 DAYS DEAD ON ARRIVAL RETURN OR REPLACE
If you find, within 14 days of receipt, that your received product is faulty, or what we call a dead-on-arrival (DOA) item which does not function as it should due to manufacturing defects, customers are entitled to a full refund of the value of the faulty item or a replacement of it, apart from a refund on the return postage, given the below conditions are met:
The product is purchased from our web shop
The product is new and undamaged as received;
All original product packaging, accessories, manuals must be returned to us intact;
The product itself is examined by our manufacturing team and it's confirmed to have manufacturing defect(s) after its return to us.
Note 1: The 14-day period starts from the date of delivery onwards as shown on the tracking page and the period is counted on the basis of calendar days. If the product is found and reported defective beyond the 14 days period, you will be covered by our 1-year warranty service. Please contact our CS Team directly.
Note 2: Damages on packaging or box are not accepted as a case of DOA Returns and these cases are not eligible for an exchange or a full refund.
Please contact us for a return authorisation and the postage address before sending your parcel. We strongly suggest to send the item with a trusted courier or shipping agent as we will not be covering any damages or losts during transit. We reserve the right to refuse returns or to offer a partial refund for items returned in less than satisfactory condition mentioned above.
Our warranty covers labour costs for repairing the faulty unit. Within the warranty period of 12 months, customers will need to bear the postage for returning the product back to us and we will cover the costs for shipping the product back to you after service. Repair normally takes about a few weeks depending on the issues and we will be keeping you informed during the process. In case the repair requires a part that needs to be specially ordered from the manufacturer, additional costs may incur and we will let you know as soon as possible. Consumables such as belts, filters, oils aren't covered.
Our warranty is not transferable to any person other than the one who purchased the item from us.