Last updated: 25 August 2026
If an item arrives damaged, is defective, or is not what you ordered, contact us at [support email] within 7 days of delivery with your order number and photos of the item. We will arrange a replacement or a full refund, including original and return shipping costs. This is in addition to, and does not limit, the guarantees you have under the Consumer Protection Act 1999 for goods of acceptable quality that match their description.
We accept change-of-mind returns within 7 days of delivery provided the item is unused, in its original packaging, and in resalable condition. Return shipping for change-of-mind returns is at your cost, and the refund covers the item price but not the original shipping fee.
For hygiene and safety reasons, we cannot accept change-of-mind returns of consumables, personal-care items, or items whose sealed packaging has been opened. This exclusion does not apply to items that are defective or not as described.
Email [support email] with your order number (shown on your order confirmation page and starting with “ORD-”), the item you want to return, and the reason. We will reply with the return address and instructions. Please do not send items back before receiving those instructions.
Approved refunds are issued to your original payment method through our payment gateway within 14 days of us receiving the returned item (or, for cancelled orders, of the cancellation). Your bank or card issuer may take additional time to post the amount to your account.
Orders that are cancelled before shipment, including orders whose payment fails, are not charged; any amount already captured for a cancelled order will be refunded in full.
