Returns Policy
Unwanted or Unsuitable Products
If you purchase a stock-sized (non-custom) product and later decide that it is unwanted or unsuitable, you must notify us and return the item to us within 14 days of receiving it.
We accept returns for standard stock products only.
Returns Policy
This Returns Policy forms part of our Terms and Conditions. Please read both documents carefully before placing an order.
1. Unwanted or Unsuitable Products
If you purchase a standard stock-sized (non-custom) product and later decide that it is unwanted or unsuitable, you have the right to cancel your order and return the item within 14 days of receiving it.
To exercise this right, you must notify us within 14 days of delivery and return the item to us promptly.
We accept returns for standard stock products only. We do not accept returns for products that are custom-made or manufactured to order. This includes, but is not limited to:
- All custom-sized display cases
- Traditional display cases supplied with non-standard base colours or finishes
This exclusion is permitted under the Consumer Contracts Regulations and does not affect your rights where goods are faulty or not as described.
All returned items must:
- Be unused
- Be in a saleable condition
- Be returned in their original, undamaged packaging
You are responsible for the cost of returning unwanted or unsuitable items to us. Once the item is received and inspected, we will refund the purchase price of the product. Please note that original delivery, shipping, and packaging costs are non-refundable.
If an item is returned in a damaged, used, or unsaleable condition, we reserve the right to refuse a refund or to make a deduction to reflect any loss in value. If you request the item to be returned to you, you will be responsible for the return delivery cost.
Please take particular care when returning fragile items. We can only issue a refund if the item is received in a resaleable condition.
If a returned item is damaged in transit while being returned to us, we will notify you and retain the item so that you may pursue a claim directly with the courier or postal service.
—2. Faulty or Damaged Products
If you believe an item is faulty, damaged, or not as described, please contact us within 2 business days of receiving the goods.
You must notify us as soon as reasonably possible because courier damage claims must be raised promptly. If damage is reported outside this timeframe, our ability to assist may be limited.
Please include as much information as possible when contacting us, including photographs of the product and its packaging and shipping label where applicable.
Please do not return any items until we have confirmed how to proceed. Returning items without authorisation may prevent us from resolving the issue efficiently.
If a return is authorised, we will provide return instructions. Where goods are confirmed to be faulty or damaged, we will refund reasonable return postage costs, provided that:
- You notified us before returning the item
- You used the cheapest reasonable delivery method
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
—3. Delivery and Courier Responsibility
We use third-party courier companies to deliver our goods. While we take reasonable care in selecting reputable couriers, we do not control their actions or behaviour.
Accordingly, we cannot accept responsibility for the conduct or behaviour of courier personnel. Where goods are lost or damaged in transit, we will assist in resolving the issue in accordance with applicable consumer law.
Any complaints relating specifically to courier conduct may be referred directly to the courier company, although we may assist where reasonably possible.
—4. Help and Support
If you are experiencing any issues with your order or product, please contact us before taking any action. We are always happy to help and will do our best to resolve matters fairly and efficiently.
If you have any questions about returns, refunds, or cancellations, please get in touch with us.