Returns

Cancellation Rights, Returns and Refunds

If you should wish to cancel your order for any reason at any time before we dispatch your order, we will provide you with a full refund within 30 days of notification.

Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing, (email or letter) within 7 working days from the day after you receive your goods.

Above consumer rights do not apply to orders placed in the name of Businesses.

As stated above notification of cancellation must be in writing, a telephone call is not a valid cancellation.

No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason.

Goods that are sealed or shrink-wrapped and this is removed can only be returned if they are defective.

If you should wish to cancel your order, you have a statutory right to cancel the order for goods at any time during the period of seven working days commencing on the day after you have received the goods.

If you contact us outside the seven day period we will not refund the order unless faulty, damaged or wrongly supplied.

Your right to cancel does not apply to goods made to your specification.

Notification of cancellation must be in writing to [email protected]

You are under a duty to take reasonable care of the goods in your possession. When returning any goods, please ensure that the goods are returned to us in their original condition and with the original packaging and receipt.

You are responsible for the cost of returning any goods for exchange or refund except in the case of faulty, damaged or wrongly supplied goods. We recommend that you use registered or recorded delivery for returning any goods to us, so that a record of the return is available for you.

In the event that you fail to return the goods or they are sent to us at our own expense we will charge you the direct cost of the return to you even in the event we have already refunded your money.

In the event of any faulty, damaged or wrongly supplied goods, you may wish to ask us to arrange for collection of the goods. If this is the case please contact us on 0203 409 3230.

The cancellation policy only applies to customer who are defined as consumers under UK Consumer Act and not to business customers who buy goods for the purposes of their trade, business or profession.

No right of cancellation exists for personalised goods or goods that are intimate in their nature or goods where there may be hygiene issues, unless defective.

Please observe the following procedure for all returns to us:

  • On the back of your delivery note or on another piece of paper, (if you no longer have your delivery note), include your order number and the reason for the return.
  • If you are returning your product because it is defective, please state the defect or defects.
  • Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.

If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.

We will not issue refunds for any items lost or stolen in transit to us.

Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.

If you fail to return a product to us, we may make arrangements to have the product collected from you. The cost of this collection will be passed on to you.

Unused products may be returned promptly by customers to:

At Height

Camberwell Business Centre,
99-103 Lomond Grove,
London
SE5 7HN

Subject to the above, we will refund the purchase price of a returned product within thirty days of receiving written notification of your intention to return the product.

We will also refund the cost of standard or recorded postage incurred returning a product, if incorrectly sent by us or where the product has been returned due to a defect. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery.