Returns & Refunds

If something isn't right, we want to fix it. Here is exactly what you're entitled to and how to go about it — no small print games.

Your statutory cancellation right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a 14-day cooling-off period to cancel an online order without giving a reason. That period runs from the day after you receive the goods (or the last item, if your order arrives in several parcels). Once you tell us you are cancelling, you have a further 14 days to send the goods back, and we will refund you within 14 days of receiving them.

Items must be returned unused and in a resaleable condition. You are welcome to inspect kit as you would in a shop — unboxing a shaker set to look at it is fine; putting it through a service is not. If items come back showing use beyond that, we may reduce the refund to reflect the loss in value.

Faulty, damaged or not as described

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they aren't:

  • Within 30 days — you have the short-term right to reject the item for a full refund.
  • After 30 days — you're entitled to a repair or replacement, and to a refund or price reduction if that fails.
  • We cover return postage on anything faulty, damaged in transit or sent in error.

Please report transit damage within 48 hours of delivery so we can claim against the courier.

Return postage

  • Change of mind (14-day cooling-off): you pay to send it back. We recommend a tracked service — the parcel is your responsibility until it reaches us.
  • Faulty, damaged or wrong item: we pay, and we'll send you a prepaid label.

What we can't accept back

  • Aprons and workwear that have been customised with your logo or embroidery — these are made to your specification and are exempt from the statutory cooling-off period, unless they arrive faulty or not as ordered.
  • Items returned used, washed, or without their original packaging and components.

How to start a return

  1. Email us via the contact page with your order number and what you'd like to do.
  2. We'll reply with a returns address and, where applicable, a prepaid label.
  3. Pack the item securely with all its parts and send it back.
  4. Once it arrives, we refund to your original payment method within 14 days — usually a lot sooner.

Refunds

Refunds go back to the card or account you paid with. For a full cancellation within the statutory period we also refund the standard outbound delivery you paid. If you upgraded to next-day delivery, we refund the standard rate rather than the premium.

Trade orders

Bulk and trade orders are covered by separate agreed terms. Talk to us about trade before placing a large order so we can set expectations on both sides.

Nothing in this policy affects your statutory rights as a consumer. Business customers buying for trade purposes are not covered by consumer cooling-off rights.