Returns, Replacements and Refunds

Damaged , defective or incomplete orders

Goods received should be checked for damage, defects and shortages as soon as received and any problems notified to us within 7 days.

Should goods be damaged, defective or incomplete on delivery we will send the missing items, replace them or issue a full refund subject to:-

  • Our acceptance that goods were damaged on delivery, are defective or were not delivered.
  • Confirmation of any damage or defect being provided. We will ask for either photographic confirmation via email or for the item to be returned so it can be examined.
  • The packaging the items were delivered in and invoice supplied with the order being retained when claiming for missing items.
  • You not having attempted to repair or correct any damage or defect. By doing so, you will be deemed to have accepted the goods in the condition they were received and give up any right to reject or return them.

We will not replace or refund goods where we believe any damage has occurred after delivery or if any defect appears to have been caused by misuse, improper handling or incorrect assembly.

We will cover the cost of returning items we agree were delivered damaged or are defective by sending a pre-paid returns label, arranging collection or refunding reasonable return postage costs, up to a maximum of £10. Return postage costs over £10 must be agreed to by ourselves prior to sending.

Should an item be defective but has also suffered damage believed to have happened after delivery, it will only be eligble for replacement or a full refund if the defect means the product is non operational / not fit for purpose. Defects such as cosmetic blemishes do not count, but will be eligible for a part refund.


If for any reason you wish to return part or all of your order, please log into your account (if you have created a full account with a password) and submit a return request or simply return the item(s) with a copy of your invoice and note about why they are being returned.

You may return purchases within 30 days of delivery provided:

  • You notify us of your reason for doing so.
  • Your goods are returned in their original condition, in the original packaging and include any accompanying accessories and labels or tags.
  • The goods, any accessories, labels or tags and the packaging have not been damaged unless already notified to us and their return accepted. Where products are in sealed packaging this must not have been broken/opened.
  • They have not been used, assembled or part assembled unless found to be defective and their return authorised.
  • The product has not been made to order or made to your specification. These can only be returned if damaged on delivery or defective.
  • They are the actual goods we sent.
  • It is not a gift voucher. These cannot be returned.

We are under no obligation to accept returns and provide refunds for goods that do not meet these terms.

Christmas returns
Orders placed from the 1 November - 24 December are subject to an extended return period and can be returned up until 24 January

Returning goods
Please observe the following:-

  • Our returns address is Hurn & Hurn 4 Mackintosh Road Rackheath Norwich NR13 6LJ
  • Any goods being returned should be adequately packed to protect them in either the original delivery packaging or a suitable alternative.
  • We advise a service offering signed for delivery is used and that it includes adequate insurance. For smaller items we recommend Royal Mail and for larger or heavier items we suggest a courier booked through Interparcel.
  • Goods being returned are your responsibility until signed for by us. If damaged or lost while being returned we are not liable unless we have arranged for the goods to be collected via our courier.
  • Please note we will only accept liability for damage to goods we have arranged to be collected if they have been packed in the original packaging they were delivered in or packaging that offers equal protection in transit.

We will provide a full refund, excluding any original delivery charge*, via the payment method used as soon as possible after goods are returned, providing they meet our Returns and Damaged or Defective Goods terms.

*If you have notified us in writing within 14 days of receiving your goods of your intention to return them and they meet our Returns and Damaged or Defective Goods terms, we will also refund any original delivery charge.

If we have accepted that a product was damaged on delivery or is defective, we will also refund any original delivery charge.

Return postage refunds

Unless damaged or defective, goods returned for any other reason, such as a change of mind, will be at the buyer’s expense.

Improper returns

Returned goods that do not meet our returns conditions and damaged or defective terms will not be refunded or exchanged:

  • We will retain the returned product until you arrange for it to be returned to you.
  • If its return is is not arranged within 28 days, we will destroy or dispose of the returned goods without any liability to you.
  • In some circumstances, such as goods being returned with damage or damaged packaging that we have not been notified about, we may be able to offer a partial refund which takes into account the damage / condition. If this is not acceptable you are then responsible for arranging for the goods to be returned to you.

Any fraudulent or dishonest returns such as different goods or returns with items missing from what we sent may be reported to the police.

This returns policy does not affect your statutory rights.