Returns & Refunds Policy

We want you to feel confident when shopping with us. If you change your mind, receive an item with a problem, or need help with an order, please contact us and we will guide you through the appropriate return or refund process.

This policy applies to orders placed through our website and operates alongside your statutory rights under UK consumer law.

1. Changing Your Mind

If you purchase an item online, you generally have the right to change your mind and cancel your order without giving a reason.

You must let us know that you wish to cancel within 14 days of receiving your order.

After notifying us of your decision to cancel, you will normally have a further 14 days to return the item.

To start a return, please contact us before sending the product. We will provide the appropriate return instructions and, where a physical return is required, the authorised return address for your order.

Please do not send products to the original shipping address or any supplier or warehouse address unless we have specifically instructed you to do so.

2. Return Shipping for Change-of-Mind Returns

Where you are returning an item simply because you have changed your mind, you will be responsible for the direct cost of returning the product, provided that we informed you of this responsibility before you placed your order, unless we tell you otherwise.

Where a product cannot normally be returned by post, any applicable return-cost information will be provided as required by law.

We recommend using an appropriate tracked or otherwise verifiable delivery service and keeping your proof of postage until your return has been completed.

3. Condition of Returned Items

You may inspect and handle an item as you reasonably would in a physical shop to establish its nature, characteristics and functioning.

You are responsible for any reduction in the value of the item resulting from handling beyond what is reasonably necessary for this purpose.

Where permitted by law, we may make an appropriate deduction from the refund if the value of the item has been reduced as a result of excessive handling.

4. Refunds for Change-of-Mind Returns

Once a valid cancellation has been made, we will refund the amount you paid for the returned item together with the cost of our least expensive standard delivery option, where applicable.

If you selected a more expensive delivery method, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery option.

Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.

We will process any refund due without undue delay and no later than 14 days after we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first.

5. Faulty, Damaged, Incorrect or Not-as-Described Items

Your statutory rights are separate from the change-of-mind policy above.

If an item arrives damaged, is faulty, is not as described, or you receive the wrong product, please contact us as soon as possible.

We may ask you to provide photographs or a short video showing the problem. This helps us investigate the issue and arrange the appropriate solution quickly.

For most goods, UK consumers may have a short-term right to reject goods that do not conform to the contract within 30 days, subject to the Consumer Rights Act 2015.

Depending on the circumstances, other remedies may include a repair, replacement, price reduction or final right to reject.

Where you have a statutory right to reject goods because they do not conform to the contract, you will not be required to bear reasonable return costs that are the seller's responsibility under applicable consumer law.

Nothing in this policy limits your statutory rights regarding faulty, damaged, incorrect or misdescribed goods.

6. Products That Do Not Need to Be Returned

In some circumstances, we may be able to resolve a damaged, defective or incorrect-item claim without requiring you to physically return the product.

If this applies to your order, we will let you know.

Please do not dispose of an item relating to an active claim until we have confirmed that you may do so.

7. Health & Hygiene Products

Certain products may be supplied sealed for genuine health protection or hygiene reasons.

Where applicable, the statutory right to cancel may not apply once the hygiene or health-protection seal has been broken after delivery.

This exception applies only where the product was genuinely sealed for health protection or hygiene reasons and the relevant legal requirements are satisfied.

This does not affect your statutory rights if the product is faulty, damaged, incorrect or not as described.

8. Other Exceptions

The statutory right to cancel may not apply to certain categories of goods, including, where applicable:

• personalised or made-to-order products;

• goods that deteriorate or expire rapidly;

• sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed; and

• other products specifically excluded from cancellation rights under applicable UK consumer law.

Where an exception applies to a product we sell, we will provide appropriate information to customers.

9. Cancelling Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

If we are able to stop fulfilment, we will cancel the order and process any applicable refund.

If the order has already entered fulfilment or has been dispatched before your cancellation request can be actioned, this does not affect any statutory cancellation right you may have.

Where applicable, you may be required to return the goods after delivery in accordance with this policy.

10. How to Request a Return or Refund

Please contact our customer service team and provide:

• your name;

• your order number;

• the item you wish to return; and

• the reason for contacting us.

If there is a problem with the product, photographs or video showing the issue may help us resolve your request more quickly.

We will then provide the appropriate instructions for your particular order.

Please contact us before returning any item. Return locations may vary depending on the product and fulfilment location.

Do not send a return to an address shown on the original parcel unless we have confirmed that address for your return.

11. Your Statutory Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace any rights you have under applicable UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.