RETURNS
 
Returns Policy
We would like all our customers to be 100% satisfied with their purchase. In the rare instance that you are not, we are happy to refund the item provided you return it to us in saleable condition with the packaging & labels intact within 14 days of receipt.
If you have to return your purchase due to a manufacturing defect or an error on our part with your order, we will be happy to give you a full refund including the cost of your return postage*.
If on the other hand the return is not due to our fault we will have to charge you a handling fee of 15% of the full value of the item. If this entails an exchange then you will have to also pay the extra postage fee.
Refunds will be credited to your original method of payment and you will be notified via email. 
 
Returning goods bought on sale
We can only refund sale items if they are damaged, defective or because of some error on our part. In this case we will refund the amount paid and the delivery charges incurred in sending the item to you and we'll also reimburse your delivery costs* in returning it to us, where applicable.
 
How to return items

Please contact the head office on 01604 490910 or via email to: sales@totectors.net to obtain your returns number which must be enclosed with your items.

You will also be advised of a retruns address at this stage.

Otherwise please email us at returns@totectors.net or call us on 0870 600 50 55 to arrange delivery.
 
Clearly label all returns and explain why you are returning goods and what you would like us to do; exchange or refund?
You must include the following information:

• Order number
• Your name and address, including postcode
• Contact telephone number
• Email address
• Reason for return. If faulty, clearly state what the fault is.
• What you would like us to do: exchange or refund
  

If any of the above details are missing then it may result in a delay in processing your refund. With any returns we reserve the right not to refund any item that is not in new condition or after the 14 day period. We will email you to let you know once your parcel has been received and your refund has been processed. Please remember to ask the Post Office for your proof of posting certificate and retain it for your reference. We can not be held responsible for items lost in the post when you are returning them. We cannot refund any money if we do not receive the returned items.
We will endevour to process refunds within 14 days of receipt of your returned goods. Please note that it may take 2-3 working days for the refunds to show in your account after processing. 
 
Refund policy on the delivery charge
If an item is faulty or damaged, we will refund the delivery charges you have paid to receive that item unless it was sent to you with other items which you are not returning. We'll also reimburse your postage costs for returning it to us, where applicable.
If we have made a mistake on an item sent to you, we will send you the correct item at no extra delivery charges to you and also reimburse your delivery costs in returning it to us, where applicable.

*Our maximum refund limit on return postage is £4.95.

Statutory rights
Your UK statutory rights are not affected by our returns policy.