How do I return an item purchased through this site?
Personalised products cannot be returned.
We offer a 14-day return guarantee for items purchased through this site. If you would like to return your order, please contact us
Can I exchange an item?
We cannot process exchanges. If you would like to return your order for a different item please follow the return instructions to obtain a refund and then place a new order on our website for the preferred item.
How do I return an item purchased from another retailer?
For items NOT purchased through this site please contact your retailer.
How do I exercise my statutory right to cancel?
Orders for personalised products can only be cancelled within the below timeframes after placing your order. This is because we start the production process for personalised products after receiving the order.
Speedy lab service – within 30 minutes
Standard service – within 24 hours
To cancel your personalised order within the above timescales, please contact us.
In order to exercise your statutory right to cancel non-personalised products, please:
Write to us at OPRO International Limited Returns, 24 Mark Road, Hemel Hempstead, HP2 7BN, United Kingdom making it clear in your correspondence that you are giving notice to exercise your statutory right to cancel.
Your email or letter will be deemed to have been received by us on the date you send it (provided it is sent to the correct address and it is sufficiently clear that you are exercising your right to cancel). Please try and keep the confirmation of any letter or email to demonstrate the date when you sent it.
CONSEQUENCES OF CANCELLATION
Where you exercise your statutory right to cancel, we will provide a full refund on the price paid for the goods. If you have cancelled your entire order, we will also refund your original delivery charge. If you only cancel part of your order and return only some of the goods delivered to you, delivery charges will not be refunded. This is because the delivery charge is normally the same regardless of the number of items delivered and, if you retain part of your order, the delivery charge still applies to the part that you retained.
Where you fail to return the product(s) in question or you send them at our expense, or if our appointed courier collects the goods from you, we reserve the right to charge you for the direct costs incurred by us in collecting or returning the goods (other than where the goods have been sent to you in error or where such goods are faulty in which case, such costs shall be at our expense).
Where you exercise your right to cancel within fourteen (14) days, you should return the goods to us without undue delay and, in any event, no later than 14 days after the day on which you inform us in writing of your decision to cancel the contract. Please note: If we have provided any services as part of the purchase (e.g. products made to order or gift wrapping) and we have begun to provide these services before you have exercised your right to cancel, we shall not reimburse the costs of such services.
We will refund the cost of the rejected goods and the cost of our standard delivery charges within 14 days of receiving the goods back or, if earlier, within 14 days of receiving suitable evidence from you that you have sent the goods back to us. Please note that should the value of the goods have been reduced by your handling of them, we reserve the right to deduct the diminished value of the goods before we refund you.
We recommend packaging the items securely and requesting proof of postage (free from a Post Office) for all returns. Please retain proof of postage as you are responsible for the return(s) until they have been received by us.
What is my statutory right to reject faulty goods?
We hope our quality control measures will prevent faulty products from being despatched; however, if you have received goods which are faulty, you have a short term right to reject the faulty goods within 30 days of delivery. Please Contact Us as soon as possible to report receipt of faulty goods.
If you do not exercise this right, you have a right to the repair or replacement of the faulty goods and, if such the repair or replacement is inadequate, you have a right to reject the goods and obtain a full refund.