Check out our guide below to answer your questions.

If you have a question that hasn't been answered here - you can simply call us on +44 (0) 121 544 2778 and we will be pleased to hear your query!

What is your Returns Policy?

A full refund or, if preferred, exchange of equal value is guaranteed for customers returning products within 14 days of delivery when purchased through the website or phone orders via the shop. A full refund or, if preferred, exchange of equal value is guaranteed for customers returning unopened products, or items with a proven fault within 7 days of purchase or delivery.

Please note that all purchases must be checked upon delivery and any errors to be reported to us in writing within 7 days. It is the customers responsibility to ensure the goods received are correct before use.

If any exchange or refund is required then you should return the item to us, ensuring a copy of an email or confirmation. Items must be returned by Recorded delivery and clearly marked for the attention of the Mail Order Dept. We will credit the card we have on file as soon as the item is returned to us - the refund however may take up to 21 working days to appear on your statement due to the difference in bank transfer procedures. If original payment was made via PayPal we will credit the PayPal account that the order was placed.

I Need to Return an Item

You can return your items within 14 days of receipt of your order for a full refund to the original payment method used, however you will be responsible for the postage and any associated cost and risk of the return of the goods to us.

You must ensure the products with the filled in returns form are received by us within 14 days of receipt of your order, otherwise your refund may be refused. You can also alternatively request an exchange or replacement, but if for any reason we are out of stock of an item, you will be given a refund.

Download Returns Form >>

Return your order via post to:, Studio 2-4 Euro Business Park, Summerton Road, Oldbury, West Midlands, B69 2EL, United Kingdom

We recommend that you return the items via a recorded delivery service and retain proof of postage. We will send you an email when your refund has been processed - please allow up to 21 days for any refunds to appear in your account.

Can I Return an Item In-Store?

You can return your online purchase for an exchange or a refund into our SUP store in Oldbury in the United Kingdom.

Items must be returned within 14 days of receipt of your order and include a copy of the returns advise included in your parcel.

Bring the items you wish to return and a returns form into any store, and we will be able to offer you an exchange or credit note if preferred.

The returned goods need to be in their original packaging and in a sellable condition.

You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.

Personalised Items are non-returnable. Some goods are non-returnable for hygiene reasons.

Our returns policy does not affect your statutory rights.

Consumer Protection Regulations

The Consumer Protection(Distance Selling) Regulations 2000 provide a cooling off period of 14 days and a right to cancel during that period.

The purpose of the cooling off period is to allow the consumer the opportunity they would have had in a conventional shop to examine the goods before deciding to buy.

The cooling off period begins as soon as the order has been made and ends fourteen working days after the day of receipt of the goods.

The Regulations require the consumer to send a notice of cancellation in writing, including fax or e-mail - a telephone call is not enough.

The cooling off period and the right to cancel do not apply to contracts for clearly personailised goods, and the supply of videos/DVDs if they are unsealed by the consumer.

I Believe My Item is Faulty

If you believe an item received is faulty - please contact us via email at and include your order number, date of purchase and at least 3 images of the fault with the product.

At least one must be an image of fault close-up and another image of the whole item.

We will then send this information to the manufacturer's quality control department for inspection and will email you with their resolution as soon as it has been received.

How do I arrange a refund?

A refund will be credited to your original payment method within 21 calendar days of us receiving the returned goods.

Please note some banks may take longer to credit your account. We are not liable and cannot take any responsibility for any bank charges that you may incur during the refund process.

We recommend that you return the items via a recorded delivery service and retain the proof of postage.

When returning an item from an order that has been part paid using a gift card, you will primarily be refunded in the form of a credit note.

If you are returning part of your order that exceeds the value of the gift card used, any remaining balance will then be refunded onto your payment card.


Get in touch and let us answer them for you.