HOW LONG WILL IT TAKE TO DEAL WITH MY RETURN?
Once your parcel has been received by our team it can take up to 5 working days to fulfil your request. Returns and exchanges are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.
When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.
If, after sending your return to us, you have not received our email confirmation within 10 working days, please email us so we can investigate.
WHAT IS YOUR RETURNS POLICY?
We want you to be delighted with your purchase but if you are not you can return any item within 30 days of receipt as long as it is unused and in its original packaging.
We will be happy to exchange the item for a replacement or to make a refund which will go onto the card which was used when you made your purchase. We are not able to refund any postage charges but we will send any exchange items free of postage charges.
You have a right to cancel your order within 14 days of receiving your purchase. This 14 day period begins the day after you receive the items from us. Please notify us in writing within 14 days that you wish to cancel your order and that you intend to return the item(s ) and we will be happy to offer you a full refund including any delivery charge.
Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or cheque to the value of the lowest-selling price for the returned goods will be offered.
We reserve the right to refuse an exchange or refund if items are non-saleable. Please do email us before returning an item as there are occasions when it may not be necessary for you to be inconvenienced by sending a product back to us. Certain items are excluded from our returns policy for hygiene reasons. These items can only be returned in accordance with your legal rights and include beauty products if the hygiene seal has been broken.
CHRISTMAS RETURNS POLICY
Our standard returns policy has been extended for Christmas. Returns will be accepted until 31st January 2017.
HOW DO I RETURN SOMETHING?
Please return your item by post & let us know whether you require an exchange for another product or a refund. Please include a note giving your name, address, customer number if possible, email address and daytime telephone number in case we need to contact you about the return. It would also help us if you could include the reason as to why you are returning. Please make sure your items are securely wrapped and send your return to:
Selkin Media Ltd TA Touchback (Returns)
C/O Huxloe, Unit 3, Henson Way
Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
WHAT IF THE ITEM IS FAULTY?
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item. If it is more convenient for you, we can arrange to have the faulty item collected free of charge within the UK mainland.
If a fault develops outside of the 30 day return period please email us before you return the item so we can discuss the fault with you and agree the best way forward. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.
Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or cheque to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.
HOW DO I ARRANGE AN EXCHANGE?
If the product you require is still available we will exchange it for you. If the new item you require costs less than the one you have returned we will refund you the difference. If it costs more than the one you have returned we will need to take an additional payment from you before we can send you the item. Please make sure you give us a daytime telephone number or your email address so we can contact you.
Please provide proof of purchase when exchanging an item. If you are unable to provide proof of purchase, an exchange to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.
CAN I RETURN AN ITEM I RECEIVED AS A GIFT?
An item that was received as a gift can be exchanged. An email will be sent to the person who made the original purchase when the exchange is completed. Refunds can only be made to the original credit or debit card on which the gift was purchased.