Our Returns and Refunds Policy
We hope that you will be satisfied with products you have bought from us; however in some cases there might be a reason for a return. And we want this process to be as easy and clear to you as possible.
This Policy is part of our general Terms and Conditions (opens in new window) and by using out website and making purchases on it you are agreeing to comply with and be bound by this Policy.
This Returns and Refunds Policy does not affect your statutory rights as a Customer and does not amend or reduce your legal entitlements provided by the United Kingdom law.
This Policy is offered in addition to your legal rights.
You have the same rights to refunds and returns when you buy items in a sale event, using a discount coupon (or code or voucher, whatever is applied during the sales transaction) as when you buy items in a full price.
This Policy covers either purchase made from the territory of the United Kingdom or the European Union or anywhere in the world providing that we offer sale and delivery to that part of the world.
This Policy covers either the whole order (if more than one item had been purchased) or any part of it.
If you wish to return your order within 14-days since it’s been delivered, you do not have to provide a reason for it.
Please, read this carefully as it states what can be and what cannot be returned and why.
This is you responsibility to check if the item you received matches what you’ve ordered and you must notify us as soon as possible if there is something wrong with your order. Once you decided to return it to us, please keep the product untouched and do not destroy or throw it away.
Due to the nature of the products we sell and for hygiene reasons it is not always possible or reasonable to accept returns.
We do not accept returns if the item is not in resalable condition anymore, i.e. cannot be sold again because of one of the following conditions:
- Original packaging had been removed;
- Item shows the signs of usage, i.e. squeezed out or extracted out of its packaging;
- Protective foil had been removed (if applied);
- Hygiene cap under the lid had been removed (if applied).
We offer a 14-days slot for you to decide whether you wish to return an item or not. Please do not start using the product if you are still unsure as you may lose your right to return it to us.
This 14-days period starts from the date of delivering order to you, not the purchase date.
If you decided to return an item, please notify us using this contact form (opens in new window) within 14-days period and, once you received a return instruction from us, you have another 14 days to post the item to us.
We may accept returns if 14-days’ notice passed, but not significantly, however it’s solely under our own discretion.
Please, bear in mind, that in some cases we may offer you a replacement.
By the law, we do not have to provide the refund if you do not want your item any more. But, we totally aware that change of mind may happen, and would be happy to offer you a refund for the item you bought from us ONLY if it is in its original packaging and sealed (if it had been sealed originally) and does not show signs of use, i.e. the product hadn’t been extracted or squeezed out of its packaging even once.
International Returns Policy
If you are non-UK customer, you have the same rights to return your item once you contacted us within 14-days period since the day of delivery. Please note that you are responsible for the cost of postage in order to return item to us.
We understand that it will take longer for international postage to reach us so do not worry, once you contacted us saying you wish to return your item, we will adjust the returning period accordingly.
Returned item will be refunded for the amount paid at that particular transaction.
If you return an item which had been purchased while on sale or using discount voucher (or coupon or code), then you will get the amount of money you paid for that item, not the full price.
Refund of cost of postage:
- We do not refund the cost of postage you paid (if any) as the posting service is not related to the item itself.
- We do not refund the cost of postage you paid in order to return an item to us, except the case when you received wrong or damaged item.
If you are eligible for a postage refund, we will use the price of Second Class service provided by Royal Mail at the time of posting and refund it to you alongside with the price of item. You cannot claim full refund for your postage if you decided to use other or more expensive service.
Briefly speaking, the return process consists of the following steps:
- You contact us saying that you wish to return an item which is sealed and untouched;
- We reply to you saying that we are awaiting your item;
- You dispatch it to us;
- We receive it and check if everything is OK and it can be or cannot be refunded (replaced);
- We reply to you with our decision;
- You get reimbursed (or other item dispatched to you)
And now, the same steps with a bit more explanations.
If you decide to return an item you purchased from us, please use this Contact Form (opens in new window) to notify us about your decision. If you give this notice within 14-days period starting from the day of delivery, you do not have to provide a reason for your return. Please, bear in mind that we can only process returns for unopened and unused products.
Once you contacted us, it may take 2-3 working days for us to reply to you with our decision and following instructions.
Please, keep the proof of posting as an evidence of cancellation notice. You may use any delivery service offered by any courier in order to dispatch item to us and you take all responsibility for safe and secure delivery. We would recommend, if dispatched from the United Kingdom, use Royal Mail Second Class service and, for valuable items, use “Signed For” or “Tracked” service as a proof of delivery.
Please, notify us if and when you have your item dispatched, so we can set the approximate date when your item may be delivered.
You will get an email from us as soon as we have your item delivered so you can rest assured that your return&refund process is running smoothly.
If you do not hear from us within 10 days after the item had been dispatched, please contact us using our Contact Form (opens in new window) for further instructions.
Once we received your item it may take up to 10 working days (usually faster) for us to make a decision on whether to grant you a refund or not. We will email you with our decision as soon as possible.
If your item returned in sellable condition (please read “Returns” above for more details), we will reimburse you with the same method you used to pay for that item and the same amount you paid for it. Usually it takes 5-7 working days for us and the bank to process the transaction and make these funds available on your account.