Our Guarantee, cancellations, returns, refunds

30 Days money back guarantee

Our guaranteeWe like you to be completely happy with our items every time you order, so all our items are covered by a 30 days money back guarantee.

Note that there are five limitations to all returns, cancellations and refunds. They are shown at the bottom of this page under the heading "Limitations". These are the details of our guarantee:

Guarantee details

Cancelling an order

You can cancel an order before we ship it. In case of cancellation you receive a full refund. Please send us your order number, name and address details by email or by phone (which you must also confirm by email). The limitations to cancellations are shown at the bottom of this page.

Returning an unwanted item

If you do not want to keep a product you can return it within 30 days of the date you received it. We will refund the price you paid for the product and its postal delivery to you. Please follow these steps: Contact us with the purchase details of the product you wish to return. We will issue you a product return authorisation (PRA) number with instructions on how to return the product. You must return the full ordered product in unused condition. In case of a set, this includes all items of the set. The shipping cost of returning the product to us is at your expense. The limitations to returns of unwanted items are shown below under "Limitations".

Returning a faulty product

We do our utmost to assure that you receive exactly the items you want and that they are in pristinely new condition. Should this not be the case, we will refund the price you paid for the set, its postal delivery to you, and your cost for sending the set back to us. Please follow these steps: Please contact us within 30 days of receipt of the package specifying the fault or the error, together with the purchase details. We will issue you a product return authorisation (PRA) number with instructions on how to return the product. In case of a set, you must return the full set including the faulty or error items in unused condition. The shipping cost of returning the set to us is at our expense. We will do our very best to replace the items for you in time. The limitations to returning faulty items are shown below under "Limitations".

What to do in case of damage during transit

When at package arrival you notice any damage to the outer packaging that you suspect may have affected its contents, the best course of action is not to accept delivery, specifically due to suspected damage. In this case please contact us with the details of your refusal to accept. If you have already received the package and you notice transit damage, please follow the instructions for a faulty set, above.

How a refund is made

Refunds are made through Paypal, the same method of the initial purchase, after we have received the returned items.

Limitations

- this guarantee, return, cancellation and refund policy covers purchases up to US $900.00
- refunds are limited to the purchase amount and, subject to the above, shipping cost
- customised or personalised items can be returned in case of faults or damage, only
- cancellation of custom or personalised orders is possible for portions not yet produced, only
- items returned without a product return authorisation (PRA) are not eligible for refund