Returns and refunds

1. Products that can be returned

• A returned product must be unused, with its original packaging and labels intact.
• Food, personal hygiene and cosmetics products are not accepted back unless there is a quality defect.
• The order number and the receipt are required for a return.

2. Time limit

From the moment you receive the product you have 14 days to state that you intend to return it. The notice must be sent to the contact address below or submitted from the orders section of your account.

3. How to return an item

• Write to support and send your order number.
• For an accepted return, a drop-off point or a courier collection will be arranged.
• Once the product reaches the warehouse it is inspected and you are told the result.

4. Refund timeframes

Payment is refunded only by the method it was made with, that is cash or card. For card payments, the time the bank needs to process the details may require extra working days.

5. Who bears the cost

• If the product is damaged, expired, or different from the one ordered: the return and delivery costs are borne by the Website and the full amount is refunded.
• If the product is returned simply because it did not suit you: the return carriage cost may be deducted from the refunded amount.
• The delivery fee is not refunded once the service has been provided.

6. Cases where a return is not accepted

Products damaged by the user, with the packaging opened (other than as the rules provide for), or past their use-by date are not accepted back. In such cases the product is sent back to the address.

7. Cancelling an order

While the order has not yet been dispatched it can be cancelled in full and any amount paid is refunded in full. Once the product has been dispatched the order can no longer be cancelled and the returns rules apply.

8. Claims

If a disagreement arises about a return or a payment, your claim is registered and answered within the timeframes set by legislation.