Customer care
Returns & Refunds
Your legal rights come first
Nothing on this page affects your legal rights as a UK consumer. We don’t offer any extra “change of mind” returns beyond those rights, but we will always honour them.
Cancelling an online order
When you buy from us online, you can usually cancel your order for any reason. You have until 14 days after the day you receive your order to tell us that you want to cancel.
After you’ve told us, you then have a further 14 days to send the items back.
To cancel, please contact us with your order number. You don’t need to give a reason.
The law allows a refund to be reduced if an item has been handled more than you’d need to check what it is and how it works, and that has reduced its value.
Details to followWho pays the cost of sending items back after a cancellation.
Sealed items
The legal right to cancel does not cover goods that are sealed for health or hygiene reasons and have been unsealed after delivery. This only applies where an item is genuinely sealed this way. If it applies to anything we sell, we’ll tell you clearly before you order.
Where to send returns
Please contact us before sending anything back, and we’ll tell you where to send it.
Details to followOur return address and step-by-step return instructions.
Refunds after a cancellation
We’ll refund you within 14 days of receiving the items back, or of you showing us that you’ve sent them back, whichever comes first. If you cancel before your order has been sent, we’ll refund you within 14 days of you telling us.
The refund includes what you paid for standard delivery. If you chose a more expensive delivery option, such as Express, the extra cost above standard delivery isn’t refunded.
Refunds are made to your original payment method.
Faulty, damaged, leaking or incorrect items
If an item is faulty, damaged, leaking, not as described or not what you ordered, you have legal rights to a remedy under the Consumer Rights Act 2015. Depending on the situation, that may be a repair, a replacement or a refund. These rights are separate from, and not limited to, the 14-day cancellation period above.
Please contact us as soon as you can with your order number and a photo of the item, so we can put it right.