If you need to contact us to return or replace your order, in the first instance please Contact Us to let us know.
We adhere to the terms of the Sale of Goods Act, Consumer Contract Regulations (or for purchases made before 14 June 2014, Distance Selling Regulations) as well as the EU Directive on Privacy and Electronic Communications.
The Consumer Contract Regulations stipulate that you have the right to cancel your order within 14 days of receipt of the products. If you decide, having received your order, that you no longer want your item/s, then you must notify us in writing (by email or via our helpdesk) within this 14 day period. You must then return the goods to us within a further 14 days. If goods are not received back within this 14 day period, we will not accept the return.
We will refund the basic cost of shipping as long as your order is cancelled within 14 days of receipt – if you paid for an expedited service such as Tracked or Express we will not refund the additional costs of this service. Please note that if you are claiming on one of our money back guarantees and are past 14 days from date of receipt then we will not refund your shipping costs.
You are responsible for the costs of returning an unwanted item to us - we will not refund your costs of shipping the goods back to us unless specifically agreed with you. If the goods are faulty or damaged then we will refund your costs of shipping the goods back to us (up to a maximum of £10) and you accept a replacement product, within 30 days of receipt of goods. If the product will cost more than £10 to post, please contact us before shipping the product.
Please remember that standard Royal Mail post will not provide compensation if the return is lost on its way back to us. For any expensive items we recommend that you send it back using Special Delivery to get adequate compensation (up to £500.00).
To request a return/refund please contact us through our Customer Support Area and please ensure you tell us your order ID or your full name and address so we can trace your order.
Please ensure that you return goods in a reasonable timeframe and in good condition. Under Consumer Contract Regulations (or the Distance Selling Regulations if purchased before 14 June 2014) you, the customer, has a "duty of care" while the goods are in your possession. Please return the goods with the original packaging to ensure the product/s are not damaged during transit.
Please remember that not all products can be returned (unless faulty, of course). This is normally for hygiene reasons and covers items such as any product that comes in direct contact with the skin, or any opened and used cosmetics, tablets or supplements. This policy does not affect your statutory rights as a consumer.