Welcome to the Studio Help Section
Terms and Conditions
The goods you order from us are sent to you on approval and if you are not satisfied with them you can return them to us at your own cost provided you do so within 14 working days of receipt. If you have already paid we will refund you or, if you wish, replace the items, we will refund the delivery charge paid by you to receive the goods, but only if you have returned all the goods. Some items are excluded from this - see below. Return of goods made by you outside this period may not be accepted by us and may be returned to you at your expense. If, in our sole discretion, we decide to accept a late return of goods from you, we reserve the right to make a charge of £4.95 to cover the cost of processing the late return.
Please complete the returns form provided on the back of your invoice and include this in your parcel. If you do not have your invoice, please complete your details clearly on a piece of paper and include this in the parcel. Send your returns to:
Manchester M35 0HJ.
Alternatively, for larger items, please telephone the customer services careline and we will arrange collection for you.
You must obtain and keep a certificate of posting (from the post office) or a receipt (from the courier). Please allow 21 days for your account to be credited with any returns (we reserve the right not to refund any item returned not in new condition or after the 14-day period).
Telephone our Careline on 0871 200 0378 where you will be advised on the returns procedure. Please use the Special Delivery post service for returning jewellery items with a value in excess of £50. For reasons of health and hygiene, earrings for pierced ears and body bars are also excluded from return. You may only return these items if faulty or damaged.
FURNITURE & LARGER ITEM RETURNS
Please ensure that due care and attention is taken when un-packing your furniture purchase. Returns will only be accepted in the original packaging within your 14 day home approval period. Self-assembly furniture cannot be returned once assembly is part or fully completed unless faulty. For reasons of hygiene, mattresses cannot be returned once unwrapped.
LARGE DOMESTIC APPLIANCES
Please make sure these items are checked carefully before the delivery driver has left your home and before they are installed and used. If, after checking your appliance, you are not completely satisfied for any reason, the product will be taken back by the delivery driver. You may receive a full refund or have a replacement product delivered. Should a fault develop within the passage of a reasonable time then a repair will be made, a replacement supplied or a full refund will be arranged. See your cancellation rights.
Where an item is faulty or damaged on receipt, we will arrange for the suite to be inspected and agree a course of action with you. If the item can be repaired that will be done, if not a replacement, or a full refund will be arranged.
PETROL POWERED LAWNMOWERS
Please note that petrol products should never be transported with petrol inside. We are unable to accept a returned item containing petrol due to Health & Safety legislation. This does not affect your statutory rights.
ADULT XTRA RETURNS
We cannot accept returns of massage oils, condoms, lubricants or creams if they have been opened and are not faulty. DVDs and videos cannot be returned if the seal has been broken.
Please take care when trying on lingerie as it can only be returned with all tags and labels intact. If they are removed, we cannot accept the returned item(s).
Adult toys can be returned if all original packaging is intact. If your adult toy is defective, please thoroughly clean and wrap securely in a plastic bag.
All returned products are tested and will be sent back to you if they are working.
OTHER NON-RETURNABLE GOODS
Personalised items are excluded from our 14-working-day approval period, as is pre-recorded material, software and fragrances where the seal has been broken and opened confectionery. Mobile phones are also non-returnable if activated. Pierced earrings & body bars are also excluded. For reasons of hygiene, we regret that we are unable to exchange or offer a refund for swimwear and lingerie which cannot be returned once it has been opened. Your statutory rights are not affected should the garments be faulty or damaged.
- Missing or damaged items must be reported to us within 10 working days of receipt
- Faulty items must be returned within 12 months of receipt
In the case of damaged or faulty goods, please contact us with full details and we will arrange collection. Please ensure you complete a return form and obtain and keep a receipt from the courier so we can credit your account if your parcel goes astray. If you have already paid for the item you are returning we will refund you, or if you wish, replace the item. At our discretion we may accept a return outside of this period but reserve the right to cover the cost of processing by levying a £4.95 charge.
This returns policy does not affect your statutory rights.
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