Return an item
If an item is faulty, you can receive a refund or replacement if you contact us within 14 days of receipt of your item. With our e-commerce system you can notify us of your refund / replacement request by logging into your customer account and completing the following steps:
Step 1: Log into your customer account and click 'Order History and Details'.
Step 2: Locate the order that you wish to be refunded / returned and click on 'Details'.
Step 3: When your order has loaded, tick the checkbox next to the items that you would like refunding.
Step 4: Scroll down and fill in the merchandise return field. Next, click 'Request a Return'.
Step 5: Your request will be 'waiting for confirmation'.
Step 6: Once we have logged your request, the status will update and you will receive an email with further details. The 'status will continue to update as your return / refund is processed. You can access your returns information by logging into your account and clicking on 'Merchandise Returns'.
Once your item has been returned to us, we will process your replacement / refund within 14 days of us receiving the product from yourselves.
When returning an item, please re-package it in the original packaging (if possible) and print / enclose the PDF return slip. The slip can be found by clicking on 'Merchandise Returns'. You will then need to click on 'Print Out' under the 'Returns form' heading.
If you have ordered the incorrect dipslide and we have already shipped your order, we are unable to accept returns or issue a refund. This is due to the manufacturing protocols that are in place (the goods are quarantined in sterile conditions until shipment). As such, we would not be able to re-sell the dipslides should they be returned (as we could not guarantee they have not been breached).
If you have trouble receiving a shipment due to customs related issues, we will accept returns but this will be subject to a 20% re-stocking fee. This is due to the perishable nature of the items.