Refund Policy

1. Contact Information

For any questions regarding returns or refunds, please contact us:

We aim to respond to all enquiries within 48 hours during business days.

2. Cancellation Before Dispatch

You may cancel your order at any time before it has been dispatched. To cancel, please contact us as soon as possible with your order number. If your order has not yet been processed or shipped, we will cancel it and process a full refund to your original payment method.

Refunds for cancelled orders will be processed within 14 business days. Please note that it may take additional time for the refund to appear on your bank or card statement depending on your financial institution.

3. Returns of Unopened Products

If you are not satisfied with your purchase, you may return unopened products in their original, undamaged packaging within 30 days of the delivery date. To initiate a return:

• Contact us to obtain a returns authorisation and instructions
• Pack the product securely in its original packaging
• Include your order number and reason for return
• Ship the product to the address we provide

You are responsible for the cost of return shipping unless the product is faulty or we have made an error (e.g. wrong item sent). We recommend using a tracked delivery service for returns. We are not responsible for items lost in transit when returning.

4. Refund Process

Once we receive and inspect your returned product, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original method of payment within 14 business days.

Refunds will be for the purchase price of the returned product only. Original shipping costs are non-refundable unless the return is due to our error or a faulty product.

5. Exclusions

We cannot accept returns of:

• Opened or partially used products, for hygiene and safety reasons
• Products without original packaging or with damaged packaging
• Perishable items past their use-by date
• Personalised or custom-made products, unless faulty

Products that do not meet these criteria will be returned to you at your expense, or we may dispose of them if you do not arrange collection.

6. Faulty or Damaged Products

If you receive a product that is faulty, damaged in transit, or not as described, please contact us immediately with your order number and, where possible, photographic evidence. We will arrange for a replacement or full refund, including any shipping costs you incurred.

For damaged items, please retain all packaging materials as they may be required for claims with couriers. We will guide you through the process and work to resolve the issue as quickly as possible.

7. Your Statutory Rights

This policy does not affect your statutory rights as a consumer under UK law. You have the right to:

• Reject faulty goods within a reasonable time and receive a full refund
• Request a repair or replacement for faulty goods
• Receive a refund or replacement if goods do not conform to the contract

For goods purchased online, you also have a 14-day cooling-off period from the date of delivery to cancel your order and return products, subject to certain conditions. Products must be returned in their original condition. Please contact us if you wish to exercise these rights.

8. Changes to This Policy

We may update this Refund Policy from time to time. The "Last updated" date at the top of this page indicates when the policy was last revised. Your continued use of our services after any changes constitutes acceptance of the updated policy.