We like to keep things simple and straight forward
- If it's not what you want just send it back for a full refund.
- All returned items must be unused, undamaged, and in their original packaging so that we can still sell them as new.
- If you ordered something and reckon it's not really what you're after we will happily accept it back for replacement or refund within 30 days.
- After 30 days we'll still accept things back for a Return but we can only offer Store Credit, not a cash refund.
- We cannot accept any returns after 90 days from purchase date.
How to Arrange a Return
- Please login to our website to obtain a Returns Authorisation Number
- There is a password-reset link on the login page in case you do not know your password.
- Navigate to 'My Orders' and select the relevant one.
- Press 'Return an Item' and complete the Authorisation form, Press 'Submit'
- Rommel will confirm your details within one working day, and will then email you back a Return Authorisation Number. It is very important that you include this number in your returned parcel so that we can arrange your refund promptly
Faulty / damaged / wrong items delivered :
We're really sorry if your order has arrived damaged or if we incorrectly packed it.
The best thing to do is contact us by phone right away and we will arrange to send out the correct replacements to you.
We also need to get the damaged/incorrect items back from you. If you could please follow the usual Return Authorisation Process & post them back that would be great (we'll obviously refund you for the cost of the postage). If that's not possible then let us know and we can arrange a courier to pick them up from you.
Simply return anything you do not want to keep within 30 days and we will refund the full cost of the items. After 30 days we will still accept returns but only for Store Credit, not a cash refund. We cannot accept returns after 90 days.
Please, please, follow the Returns Authorisation Process (above) before you return a parcel to us, and remember to include your Return Authorisation Number
Refunds will be made to the original PayPal account or card used, we will do our bit within 48 hours of receiving your goods back.
We will email you to confirm the refund / credit has been processed by us.
For the sake of clarity:
We can only offer refunds on items purchased directly from us, if you have bought an item through a reseller / conversion firm then you need to talk to them directly.
It is your responsibility to ensure goods are returned safely and in 'as new' condition. If items are not re-sellable 'as new' then we will not be able to process a refund of the complete cost.
Delivery costs will not be refunded, unless, of course, we have made a mistake with your order.
We will happily accept back anything if it is in 'as new' condition for replacement with another item.
The fastest way to arrange a replacement is to simply order your new item online right away & return the original to us for a full refund. That way you know we have the new one in stock and you don't have to wait for the return to get to us.
If you prefer to wait then please return the unwanted items to us, following the Return Authorisation Process (above) so that we know exactly what you want us to do with the returned items.
If there is a price difference in your favour then we will refund the difference, if the new item is more expensive then we will call you to take payment over the phone.
- Must be reported to the courier at time of delivery
How to return goods to us
- When returning items to us it is your responsibility to ensure that the items arrive safely.
- We cannot accept any responsibility for items lost in the post, therefore we would always recommend using recorded or special delivery or alternatively a courier, so that you are covered in the event of a missing parcel.
Need a courier to collect your returned items?
- We recommend using P4D for larger items http://www.p4d.co.uk/ as they include some free insurance and you can always add on extra insurance.
- For smaller items just do whatever is easiest for you - they all cost about the same
- For very big things we can arrange a courier to collect from you, or we can arrange for you to drop off parcels at the post office. Just email us.