Refunds & Returns

Our Returns Policy is part of our Terms and Conditions of Sale and should be reviewed alongside them. This Returns Policy tells you how you can return items in different circumstances – where you wish to:

• cancel your contract with us within 14 days of delivery if you change your mind and have not used or opened the products; or
• return incorrect items or return items which are defective.

It’s important to check the items you have ordered upon their arrival with you and before using them. Any issues or errors should be reported to us immediately so we can address them.

You have the right to cancel this contract within 14 days of delivery without giving reason. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

You can't change your mind about an order for:

• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
• goods that are made to your specifications or are clearly personalised; and
• goods which become mixed inseparably with other items after their delivery.

Customers based in the UK must use return orders via our Returns Portal and follow the following process:

1. To start your return, head to our RETURNS PORTAL - you must use the same email used to place an order to initiate the return.
2. Select the items you’d like to return and your reason for return. This helps us to improve our products.
3. Select your chosen returns courier.
4. All of our return options are printer-less. You will receive a QR code that can be printed at any of the drop-off locations. If you do wish to print the return label yourself, you can request a label on the portal.
5. Your parcel is now ready to be taken to your chosen drop-off point.
   

You will be charged £4.50 for the cost of delivery to return the order to us, and this will be deducted from your refund amount. We will refund you by the same method you used to pay for the order, within 14 days of either (i) receiving your return, (ii) proof that the return has been sent back to us, or (iii) if no goods were supplied, 14 days after you inform us of your decision to cancel an order.

If the order has been dispatched but not yet delivered to you, please visit the Returns Portal and follow the steps for return and refunds.

Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken to be eligible for a refund.

If you cancel this contract, we will refund all payments received from you, including delivery costs (except any extra charges if you selected a more expensive delivery option than our standard service).

A deduction may apply to the refund if you have used or damaged the goods and they, therefore, show signs of handling beyond what is necessary. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the goods’ condition is not "as new", any product seals are missing or open, price tags have been removed, the packaging is damaged, or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.

Refunds will be processed promptly and no later than:
(a) 14 days after we receive the returned goods;
(b) (if earlier) 14 days after you provide proof of return; or
(c) if no goods were supplied, 14 days after you inform us of your decision to cancel.

We will process the refund using the same payment method you used for the original transaction. No fees will be applied to the refund. Please note that you are responsible for covering the return shipping costs.

To learn more about your statutory rights, you can visit the UK Government’s website at www.direct.gov.uk or reach out to Consumer Direct, the government-funded consumer advice service, at 08454 04 05 06.

While we strive to maintain high standards in packaging, occasional errors can happen. We apologise if you’ve received an incorrect item and will do our utmost to resolve the issue swiftly and with minimal inconvenience.

Each case is reviewed individually. Please visit our Returns Portal. We may ask for additional details, like photos, to determine the best course of action. Our goal is to provide a prompt solution that meets your needs.

We take care to protect your items during shipping, but issues can sometimes occur. We apologise if your item arrived damaged.

Please accept the delivery and visit the Returns Portal.

Our team will review the details and work to resolve the issue as quickly as possible.

We’re sorry if you believe your item has a fault, and we take all quality concerns seriously. To investigate further, please visit our Returns Portal.

Refunds will be free via the Returns Portal only where returns are due to an error on our part, including cases where:

• you received the wrong item; or
• the item arrived damaged or faulty.

If an item returned as damaged or faulty is found to have no fault, we will not cover the postage cost. Whether the £4.50 cost of returning the item will be payable to us will be communicated to you via email once testing is complete.

If you’re unsatisfied with the handling of your return or replacement, we’d like to hear from you. Please contact our Customer Service Team as we aim to resolve any issues to your satisfaction.