Satisfaction Guarantee
Not in love with your order? It’s ok, it happens!
We are happy to offer a full refund within 30 days for unwanted items. Once we receive the returned item, we will refund via the original payment method.
Unwanted items must be returned in a resaleable condition in the original packaging.
Can I return an item if there is nothing wrong with it?
Yes, we are happy to offer a full refund within 30 days for unwanted items. Once we receive the returned item, we will refund via the original payment method. However, we ask that the following conditions are met:
- Please return the goods to us within 30 days of your order being placed.
- Please return the items in a resaleable condition in the original packaging.
What do I do if my item is damaged or faulty?
Sorry this has happened, we carry out regular quality control checks to avoid faulty items being sold but sometimes things fall through the gaps.
If you’ve had the item for 30 days or less
Please contact us and we can help with troubleshooting a replacement or refund.
If you’ve had the item for between 30 days and 60 days.
We’ll assess what’s wrong and then we’ll usually:
- Help with troubleshooting/advice.
- Provide a replacement.
- Or offer a refund.
Self-assembly items
Unless they are faulty, we cannot accept returns for flat-pack items that have been assembled.
Who arranges and pays for the return of my order?
If it’s faulty or damaged, we do. If it’s unwanted, you do.
I’m returning an unwanted item, what’s the best/cheapest way?
We recommend sending on a tracked service and shopping around for the best price. If you are struggling email our customer service team at customer@aspireonlineretail.com We may be able to arrange the return for you and then deduct the cost from the refund amount.
When will I receive my refund?
Once we receive your item, it will normally take us 1-2 business days to process your refund (occasionally longer during peak times). Your bank may take 3-5 days to process the refund into your account.
Please do note that if you paid for your order by BACS we may need to ask for your account details so we can credit the refund back to you. We will only ask for the sort code, account number, name of bank, and account holder, we will nether ask for card numbers, expiry dates, or CSV numbers. In these situations, we can also send out cheques for BACS refunds.
Can I exchange an order?
The easiest and fastest way to do this is to return the unwanted item and purchase the correct item separately.
My item has a minor cosmetic defect, do I have to return it for a full refund?
You have the option to, but if you prefer, we can assess a photo of the item and offer a partial refund for you to keep the item in its current condition.
Starting a return
We can only accept a return that has been approved and issued with a Return Authorisation Number which we will provide.
To make a start send an email to customer@aspireonlineretail.com providing the following information:
- Order reference number
- Reason for the return
- Any photos showing any damage or defects.
Within 24 – 48 hours of opening a return we will respond with the relevant instructions and a returns authorisation number which needs to be included in the returned parcel.
Once you have sent the return back to our designated facility please provide the return tracking number so we can monitor it’s progress and we usually refund within 24 – 48 hours (Monday – Friday) for your processed return.
if you experience any issues then please contact our friendly customer service team by sending an email to customer@aspireonlineretail.com.
Items need to be returned within 7 working days after we provide a Returns Authorisation Number. Failure to achieve this we will cancel the return on our system.
Please ensure a tracking number is emailed to us informing your return has been sent back to us. Failure to do this will result in a delay in processing refunds.