Any order can be cancelled prior to dispatch. If you no longer want your item, but it has already been dispatched you will need to follow the returns procedure below.
It is important to us that you are happy with your order. Therefore, if you wish to return an unwanted item you have 14 days to do so, from the date of dispatch and must follow the returns procedure below. We cannot offer refunds after this period.
- Notify us via email of the wish to return a product. Please include a covering note, or copy of your invoice or order which MUST include your name, contact details, order number and the reason for return.
- The unwanted item must be returned in the same condition in which it was sent i.e. in an un-used and re-saleable state. It is the customer's obligation to ensure that goods are returned within their original box and packing.
- Once we have confirmed receipt of your request, please send the item back to us. Address: LAYEN, Suite 2, Sandhurst House, 297 Yorktown Road, Sandhurst, Berkshire, GU47 0QA. Please note:
a) The goods are your responsibility until we are back in receipt of them. We recommend sending Royal Mail recorded delivery to minimise the risk of loss and you having to make the claim.
b) Please ensure adequate packing to prevent damage in transit.
c) We will not be able to provide a refund for any postage costs incurred when returning the item back to us - or original postage costs when the order was made.
- When we have received it back, we will issue a refund within 7 days of receipt.
- For faulty items that require a replacement we will endeavour to send the replacement within 7 days, but this will be subject to stock levels. If we are unable to provide a replacement within 28 days, we will advise of the anticipated delivery time and offer a refund if this is not suitable.
- Without your order number / contact details we will be unable to process your return.
If the return is due to missing or faulty parts then we will offer a full refund or replacement provided we are made aware of this within 48 hours of delivery. Faulty products must not be destroyed or disposed of, they must be returned to us following the standard returns procedure above.
We will ask you to return the item, using the above procedure. On receipt we will test the product and if found faulty, we will send a replacement immediately or issue a refund. Please indicate your desired outcome (replacement or refund) within the return, so that we know which course of action to take. We can not issue a replacement or refund without having received the item back.
Items must be returned in its' original condition and in a resalable state. If we receive it in an unacceptable condition, we will return it to you.
Please be advised returns will take up to 72 hours to process from receipt, but can take up to 7 days.