Return & Refund Policy
Cancellations, Returns & Refunds
1. Cancelling an order - Due to change of mind prior to or at the time of delivery
1.1 If you wish to cancel any orders then please contact us to do so. There is a customer helpdesk number and cancellation form you can use to cancel which can be found in the cancellation section. If the product(s) has not been despatched we will cancel the order and the full price paid will be refunded.
1.2 If the product(s) has been dispatched and we are unable to prevent the delivery you should refuse to sign for the items and they will be returned to us and the cost of your order refunded except the delivery charge for delivering the items to you.
1.3 There may be products which are not eligible for return (for example due to hygiene reasons or because they deteriorate or expire rapidly). This product may not be returned unless damaged, faulty or as otherwise permitted in the terms and conditions.
1.4 In some instances you may not be able to part cancel an order but you may be able to return the order and claim a refund, if this is the case, customer services will explain this to you.
Cancelling an order within 30 calendar days after order
2.1 You are able to cancel your order for any reason within 30 calendar days after your order.
2.2 You are able to cancel the item by returning the items as set out in the "Returning Item(s)" section below and will be entitled to a refund according to our "Refund Policy" set out below.
2.3 Alternatively you can use the attached cancellation form, click here
2.5 You will be responsible for the cost of returning the items which are not damaged, faulty or mis-described, subject to any rights you have under your national consumer legislation.
2.6 You must take reasonable care of the items whilst they are in your possession. If you do not exercise reasonable care and the items are damaged whilst in your possession or in transit we will not be able to accept the items. We therefore recommend that when you return the item(s) you use a postal service which insures you for the value of the item(s) you are returning.
2.7 You will be charged for the cost of the initial delivery of your items unless you return the items which are damaged or faulty according to our replacement and Guarantee terms and conditions.
2.8 When you return your items please return an item undamaged, in a saleable condition, and with all of its components, including the original packaging.
2.9 Please note that your right to cancel and return an item does not apply to certain items unless these items are damaged, faulty or mis-described. Such items include:
- perishable items;
- items which cannot be resold for health and hygiene reasons once unwrapped
2.10 Your rights under your national consumer legislation for these items are not affected.
3.1 You can take your item(s) to any local Shopimex location (warehouses) along with the delivery note you received;
3.2 You can post the item(s) together with the delivery note which you received in your parcel to Shopimex location you have received the item from.
3.3 If you are posting an item back to us we recommend that you obtain a proof of posting certificate or receipt.
Return of damaged, faulty or mis-described items
4.1 When your items are delivered please check that the order is complete and not damaged. In the event that your order is visibly damaged, do not accept the order and enter on the Returns Form or delivery note "Damaged" along with a brief description of how or where the item is damaged.
4.2 If you have accepted the item(s) and subsequently discover that they are damaged/ faulty/mis-described or parts are missing, you may be entitled to a refund, price reduction, replacement or repair. Where a replacement/repair is not possible e.g. because the product/parts no longer exist then a refund will be offered.
4.3 Please note that for courier companies to accept liability for damage caused in transit we must inform them of any damage within 24 hours of delivery. Therefore, you should inform us as soon as possible following delivery of the item(s). Any claims made after this time but within 5 days will be subject to our discretion and thereafter any such claims may be considered unreasonable.
4.4 Do not continue to use your item once you have discovered a fault. As soon as you detect that your item is faulty, please return the item to us indicating on the Delivery Note what the issue is and whether you would like a refund, price reduction, replacement or for the item to be repaired (if possible). Please return the item with all of its components, including the original packaging, where possible.
4.5 If you have any problems with your purchase, we can offer help and assistance. Please contact Customer Services by emailing us or calling us.
4.6 Your rights under your national consumer legislation and any Manufacturer Guarantees are not affected.
5.1 Please note that refunds can take up to 20 days to appear in your bank or credit card account. This may depend on which bank you use and where it is located. We will make any refund payment which is due to you within 14 days from the day we receive the goods back.
For items returned which are not damaged faulty or mis-discribed:
5.2 We will not refund the initial delivery charges which you paid to deliver the items you are returning or awarded as free due any type of free shipping conditions or offer.
5.3 You will be responsible for the cost of returning the items which are not damaged, faulty or mis-described, subject to any rights you have under your national consumer legislation.
For damaged, faulty or mis-described items:
5.4 If you are entitled to a refund on damaged, faulty or mis-described grounds, we will refund you as follows:
5.4.1 Any items from your order which are damaged, faulty or mis-described we will refund the cost of your order and all delivery charges, including the postage cost of returning these item(s).
5.5 With the exception of damaged, faulty or mis-described items, if items are parts of a set you must return all parts in order to qualify for a refund.