9.Returns, Refunds and Exchanges

9.1 Standard Returns

For standard returns, you must notify us of your intention to return an item within 14 days of receiving your goods.

Once your return has been notified and authorised, you then have a further 14 days from the date of notification to ensure that the approved items are returned to us. The returned items must be received by us no later than the final date stated in the Returns Authorisation email.

To initiate a return, you must obtain a Returns Authorisation Form from us. This form will contain a unique barcode specifically assigned to your return and must be included within the returns parcel. Returns received without the required Returns Authorisation Form and unique barcode may not be processed.

Once a return has been raised, the return request cannot be amended. If you subsequently decide that you no longer wish to return a product included on the return request, we are unable to remove or amend that item from the return. Once a return has been raised against a product, we are unable to process a further return or an in-store exchange (where available) for that item. You should therefore ensure that the items included in your return request are correct before submitting the return.

Only items specifically approved for return may be included in the returns parcel. Additional items that have not been approved as part of the return will not be accepted as part of that return and may be returned to you at your expense.

Items identified as non-returnable or made-to-order are excluded from our standard returns process, in accordance with the Made-to-Order section of these Terms and the information provided to you at the time of purchase.

9.2 Returning Your Items

Return postage is the responsibility of the customer and must be paid for by the customer. We strongly recommend using a tracked delivery service when returning items to us and retaining your tracking information and proof of postage or delivery.

Please do not use our email address as the delivery contact or recipient email address when arranging a postal return. All responsibility for the return delivery remains with the customer until the returned items have been received by us.

Where a discrepancy arises regarding the delivery or receipt of a return, we may request tracking information, proof of postage or proof of delivery from the customer in order to investigate the matter.

Where applicable, returns may also be returned directly to our Hereford site. Returns handed in directly to our Hereford site will be treated in the same way as postal returns and no refund will be provided at the time the return is handed in. All returned items must be processed through our returns system and inspected where applicable before any refund is issued.

9.3a Mis-Picked Items

If you receive an item that is different from the item you ordered, you must notify us as soon as possible and, wherever possible, within 3 days of receiving your order.

Once we have confirmed that an item has been mis-picked, we will provide you with a pre-paid Royal Mail return QR code so that the mis-picked item can be returned to us at no cost to you.

Please note that the Royal Mail QR code is valid for 7 days from the date it is issued. The item must therefore be returned using the QR code within this period. If you are unable to return the item within the 7-day validity period, you should contact us before the QR code expires so that we can advise you of the next steps.

The mis-picked item must be retained in the condition in which it was received and must not be:

• disposed of or discarded;
• sold or transferred to another person;
• altered, personalised or modified, including name labels; or
• given away or otherwise removed from your possession.

Once the mis-picked item has been returned to us and received, we will arrange a replacement or refund, as appropriate.

9.3b Returning Other Items where a Miss pick is to be retuned

If you wish to return another item from the same order that is not a mis-picked item, that return must be sent separately and is subject to our standard returns policy. The cost of returning an item that is not mis-picked is the customer’s responsibility, unless otherwise stated in our returns policy or required by applicable law.

If you are returning both a mis-picked item and another item at the same time, the mis-picked item must be returned separately using the pre-paid Royal Mail return QR code provided by us. It must not be included in the customer’s standard return.

If a mis-picked item is included in a standard customer-paid return instead of being returned using the pre-paid QR code provided by us, the standard return will remain subject to the applicable return postage arrangements, and any applicable return charge may be deducted from the refund due.

If the mis-picked item is not returned to us, we may be unable to process a replacement or refund, as the item is required for our investigation and stock reconciliation.

Nothing in this policy affects your statutory rights under applicable consumer law.

9.4 Refunds

Once your returned items have been received, they will be inspected where applicable before any refund is processed.

Refunds for approved returns will normally be processed within 14 days of receipt of the returned items, subject to the outcome of the inspection and any applicable deductions.

All refunds will be made through the same payment portal or payment method used to place the original order, where technically possible. We do not provide refunds in cash or at the time a return is handed in at our Hereford site.

Where applicable, deductions may be made from the refund for reasons permitted under these Terms, and the final refund amount will reflect any such deductions.

Where a return is received after the applicable return deadline, the return may not be accepted and any applicable return postage costs for sending the item back to you will be chargeable to you.

9.5 Exchanges

We do not offer exchanges for online orders by post or through our online returns process. Where you wish to change an item purchased online, you must normally return the original item for a refund in accordance with our Returns Procedure and place a new order for the replacement item. Any applicable delivery charge for the new order will also need to be paid.

However, an exchange facility is available in store at our Hereford site for eligible school-logged stocked items only. This facility is subject to the following conditions:

• You must notify us of your intention to exchange the item within 14 days of receiving your order.
• Once you have notified us of your intention to exchange, you will have a further 14 days from the date of notification to return the item to our Hereford site for the exchange.
• The item must be an eligible school-logged stocked item and must meet all applicable return and exchange conditions.
• Made-to-order, personalised, customised or otherwise specially produced items are excluded from the exchange facility and cannot be exchanged.
• The exchange must be completed in person at our Hereford site. Exchanges cannot be completed by post or through our online returns process.
• A return must not already have been raised against the item. Once a return has been raised against a product, we are unable to process an in-store exchange for that item.
• The requested replacement item must be available at our Hereford site at the time of the exchange.

Where an in-store exchange is completed and the replacement item is of a lower value than the item being exchanged, the difference will be provided as in-store credit. This credit can only be used for future purchases in store and cannot be exchanged for cash or refunded to the original payment method.

Where the replacement item is of a higher value, the difference must be paid at the time of the in-store exchange.

9.6 Made-to-Order Products

Items identified as made-to-order, personalised or otherwise specifically manufactured or supplied to your requirements are excluded from our standard returns and exchange process, as set out in the Made-to-Order section of these Terms and the information provided to you at the time of purchase.

Made-to-order items cannot be returned or exchanged unless they are faulty, damaged or not as described, subject to any statutory rights that apply.

9.7 Faulty or Damaged Items – Online Orders

If you believe an item purchased online is faulty, damaged or not as described, please contact us by email with your order number and details of the issue. Where an item is reported as damaged, photographs showing the damage must be provided when reporting the issue.

Notification of a fault, damage or other issue does not automatically result in a refund. Where a return is required, the item must be returned to us for inspection before we determine the appropriate remedy, unless your statutory rights require otherwise.

Where a return is required, we will provide a pre-paid returns QR code for the item to be returned to us. The QR code must be used to return the item within 7 days of the QR code being provided.

Once the item has been returned, we will inspect and investigate the reported fault or damage. Where the item is found to be faulty, damaged or otherwise not in conformity with the contract, and the 30-day short-term right to reject does not apply, the applicable remedy will generally be a repair or replacement in accordance with your statutory rights.

Where a repair or replacement is not possible, is unsuccessful, cannot be provided within a reasonable time or without significant inconvenience, or where another statutory remedy applies, you may be entitled to a price reduction or refund in accordance with your statutory rights.

Where, following inspection, the item is found not to be faulty, damaged or otherwise not as described, and the issue is not covered by your statutory rights, we will contact you to advise you of the outcome. If you wish to have the item returned to you, you may be required to cover the applicable return delivery costs. Alternatively, if you do not wish to have the item returned, any refund due may be subject to deduction of the applicable return costs, where legally permitted.

Nothing in this section affects any statutory cancellation rights, rights relating to faulty or damaged goods, or any other statutory rights or remedies that cannot legally be excluded or restricted.

Items missing from your delivery

For orders delivered to you, your delivery note will identify any items that are not included in the delivery at the time of dispatch. If you report an item as missing, we may request a copy of the delivery note and/or photographs of the parcel, packaging and its condition upon receipt to assist with our investigation. All missing items must be reported within 3 days of receipt of your order.

Where an item is reported as missing but the delivery note does not record the item as missing, and our records indicate that the item was included in the delivery, we will investigate the matter before issuing any replacement. A copy of the delivery note and any requested photographs or other reasonable evidence must be retained and provided upon request, where available, to assist with the investigation.

Where a parcel arrives visibly damaged, you should notify us as soon as reasonably practicable and, where possible, provide photographs of the parcel and packaging showing the condition in which it was received.