Customer Service

No Quibble Guarantee

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We are committed to making you happy and only sell quality products which are tried and tested. Because we stand behind our products and service, we offer a No Quibble Guarantee on every order with free returns.

If you are not 100% satisfied, simply send back unwanted, unused goods in their original packaging within 14 days of receiving your order: just let us know if you would prefer an exchange for another product or your money back.

If you wish to exchange your goods for another product, we will pay the cost of delivering the new items to you.

To return items delivered by Royal Mail

To return items delivered by Royal Mail, simply write on the exchange/returns note (sent with your order) whether you would like a refund or an exchange.  Please use the Royal Mail Tracked label (sent with your order) to return your items. This will be at no cost to you.

To return large items

To return large items that were delivered by DPD or another courier, please call us on 01353 66 77 22 and we will arrange a free collection.

Our Promise

We promise to process your request in a timely manner

If you have any questions or concerns regarding our products or services, please contact us on 01353 66 77 22 or email and we’ll be happy to help.


Our aim is to always provide the highest quality of service and products to our customers. However, we are aware that, very occasionally, we are unable to achieve the standards we seek.

All complaints are taken seriously and we aim to resolve all problems as swiftly as possible. To this end, we advise that any concerns are brought to our attention at the earliest possible moment.

Independence Ltd will strive to conform fully within the terms and conditions of our organisational procedures.

There are three ways you can inform us of your complaint: by telephone on 01353 667722, by post, our address is Independence Ltd, 5E Lancaster Way Business Park, Ely, Cambs, CB6 3NW, or by email, the address is We are open Monday to Friday 9:00am to 5:30pm and Saturday 9:00am to 12:30pm. Once we have received your complaint we will allocate it to the most suitable person to address the issue.

We have systems in place to ensure we keep our customers up to date with progress on the issues raised and have set up the following procedures:

  • Acknowledge your complaint promptly
  • Investigate the matter thoroughly and initiate action
  • Inform you of our actions in an appropriate manner
  • Maintain communication until the investigation is completed
  • We aim to resolve all issues within 4 weeks.