Our Repairs and replacements policy
What do you do if your product has a fault?
faulty items
When it comes to faults, we follow the UK Government. If you discover a fault within six months of purchase, or something breaks on an item, e.g. a zip or a clip within six months, we will ask you to return it for a repair. If the fault cannot be repaired, we will offer you a suitable replacement.​
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If you discover a fault after the six month period, we can offer a repair (or replacement if the fault cannot be repaired) if you are able to prove the fault was present at the time of sale.
This offer expires 12 months after the purchase date.
WHEN DO we NOT ALLOW Repairs or replacements?
Once we have received your item back, we will assess it to see whether it would be best to offer a repair or a replacement. This assessment will deem whether the item shows signs of excessive wear and tear, extreme use or even intentional damage. If we deem any of these to apply, the item will not be repaired or replaced but will be returned to you.
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If it is after the six month period and you cannot prove the fault was present at the time of sale, or, if we can disprove that any faults were present at the time of sale, we are not obligated to offer any repairs or replacements for free.
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Please bear in mind, we are also not obligated to offer a repair or replacement if the item sustains accidental damage, this includes but is not limited to, being chewed, being cut or torn etc. However, we also offer a repairs service, please contact us to discuss, please provide pictures and your order number in the email.
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As per the law, we are not obligated to offer free repairs or replacements to anyone other than the purchaser but please get in touch if you have received one of our products as a gift and have discovered it is faulty.
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As always please email us with your order number, photos and a summary of the issue.
