Refund and Returns Policy
Refunds, exchanges and returns may be accepted on a case-by-case basis, subject to the conditions outlined below.
For hygiene and safety reasons, opened products cannot be returned or exchanged.
If an item arrives damaged, incorrect, incomplete or materially different from its description, please contact us within 14 days of receiving your order. To help us resolve the issue quickly, you may be asked to provide clear photographs of the product, packaging and packing slip.
Where a replacement is approved, we will arrange for the appropriate replacement item to be sent.
Lost, Damaged or Delayed Parcels
Although uncommon, parcels can occasionally be delayed, damaged or lost during transit.
If your order has not arrived within 7 days after the estimated delivery timeframe, please contact us so that we can assist with the delivery enquiry.
Where applicable, we may also ask you to contact Royal Mail regarding the status of your parcel.
We are not responsible for parcels that are lost, damaged or stolen after confirmed delivery to the address provided by the customer. However, please contact us if you experience a delivery problem and we will do our best to assist.
Order Cancellations
You may request cancellation of an order that has not yet been dispatched for a full refund.
To request cancellation, please contact our customer support team as soon as possible and provide your order details.
Once an order has been dispatched and has left our facility, it can no longer be cancelled through our standard cancellation process.
Age Verification
Where products are subject to legal age restrictions, customers may be required to complete an age-verification process before an order can be processed.
We reserve the right to cancel or refuse an order where the required age verification cannot be successfully completed or where we have reasonable grounds to believe that the purchaser does not meet the applicable legal requirements.
Discount Codes and Promotions
Only one discount or promotional code may be used per order unless otherwise stated.
If you experience a problem applying a discount code, please contact our customer support team before completing your purchase.
Promotional prices are available only during the advertised promotional period. Once a sale or promotion has ended, we cannot guarantee that the previous promotional price will be honoured.
Payment Options
Available payment methods will be displayed during the checkout process.
Orders will only be processed once the required payment has been successfully received and confirmed.
When Will I Receive My Refund?
If your refund request is approved, we will process the refund to the original payment method used for the order.
After the refund has been authorised, please allow approximately 2–7 business days for the funds to appear in your account, depending on your bank or payment provider.
If you have not received your refund after this period, please contact us so that we can investigate the matter.
Contact Us
If you have any questions regarding refunds, returns, cancellations or delivery issues, please contact our customer support team with your order number and relevant details.
We will review your request and provide further assistance where appropriate.
This policy should be reviewed to ensure that it complies with the consumer-protection and product-specific laws applicable to your business and the customers you serve.