Refund and Returns Policy
We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please read the information below.
1. Your Right to Cancel (Change of Mind)
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
To cancel, please contact us within 14 days of delivery and clearly state that you wish to return the item(s).
2. Condition of Returned Goods
Returned items must be:
- Unused and in the same condition as when you received them
- In the original packaging where possible
- Complete with all accessories and free gifts
We reserve the right to refuse a refund or reduce the refund amount if the item is returned damaged, incomplete, or showing signs of use.
3. Return Shipping Costs
- If you are returning an item because you have changed your mind, you are responsible for the return postage costs.
- If the item is faulty, incorrect, or not as described, we will cover the return postage costs.
We recommend using a tracked and insured postal service, as we cannot be held responsible for items lost in return transit.
4. Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us as soon as possible. You are entitled to a full refund, replacement, or repair in accordance with the Consumer Rights Act 2015.
Please provide photos of the issue where possible so we can resolve it quickly.
5. Refund Process
Once we receive and inspect your return, we will notify you of the outcome.
If approved, your refund will be processed to the original payment method within 5–7 working days. Please note that it may take additional time for the refund to appear in your account depending on your bank or payment provider.
6. Non-Returnable Items
The following items cannot be returned if the seal has been broken or the product has been used (unless faulty):
- Hygiene-related products
- Personalised or custom-made items
- Digital downloads (if applicable)
7. How to Start a Return
To begin a return, please contact us with your order number and details of the item(s) you wish to return.
Email: [email protected]
Phone: 07774 273822
We will then provide you with return instructions.