Returns & Refunds Policy
Returning items
You must return your items by post to the Returns Address no later than 28 days after the day on which the items are delivered to you (or someone receives the items for you). Any returns are at your own risk. For your protection, We recommend that you return your items either by courier or by tracked post. You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective. The items need to be in the original packaging where it forms part of the goods. You have a legal obligation to take reasonable care of the items 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 items that are returned.
Refunds
We will refund you in full for any items you return but will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items. If you are returning all items in your order, we will also refund the cost of the initial delivery to you, but only up to the cost of the standard delivery charge. We will not refund any Next Day, Express, Saturday or other premium component of any delivery charge. If you are not returning all the items in your order, the initial delivery cost will not be refunded to you.
You will be refunded using the same payment method originally used to purchase the returned item(s) (unless you have expressly agreed otherwise). If you cannot be refunded using the original payment method then a cheque will be raised to the address on the order. You will be refunded no later than 14 days after the day we receive the items you are returning.
Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) we received back.
Returning items that have been sent out incorrectly
Please return to the Returns Address and clearly state the reason for return is that it has been sent out incorrectly and whether you require a refund or exchange. We are only able to exchange items for the same product.
Returns Address:
Notes London
Unit 10, Axis Centre
Cleeve Road,
Leatherhead,
Surrey,
KT22 7RD
Defective items
In the unlikely event that you receive a defective product, you will be entitled to one of the following remedies:
Tier 1: Within 30 days of receiving the defective item, you can choose to receive either:
- A replacement; or
- A full refund
Tier 2: If more than 30 days have passed after you received the goods, you can claim a repair or a replacement of the defective item (but not a refund).
If you think you have received a defective item, please return the items back to us including the following details:
- Your Order Number
- Product Code/Product Name
- Details of the fault
- Whether you would prefer a refund or a replacement
We will examine the returned items and notify you of your refund or repair or replacement by email within a reasonable period of time. We will process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day we confirm by e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise). Where an item is confirmed as faulty, we will bear the reasonable postage costs of returning the items up to the cost of the standard delivery charge. We will not refund any Next Day, Express or other premium component of delivery.