If you wish to return goods for whatever reason, please e-mail us, or contact our customer services by telephone who will be pleased to assist you by activating a returns request. Our customer services team will provide you with a "Returns Authorisation Code".* Alternatively you can implement a returns request by logging into your “orders” section in My Account. Please ensure you have your order reference number ready when contacting us.
We believe in excellent customer service and that is why we offer freepost for returning goods (valid for UK only); the customer will not carry the cost of returning goods, for international orders, you must send it back using the cheapest national courier i.e. La poste - France, Deautsche Post - Germany etc. However for certain reasons of return, a restocking charge (15% of order value) is subtracted from your order total.
To return products, please:
1. Complete and activate the Returns procedure from the orders page in your account after getting prior approval (available by emailing us).
2. Carefully pack the items in protective bubble wrap, or similarly suitable packaging. Please do not use the product box as outer packaging and note that we will deduct the cost of any returned items damaged from any amount refunded to you. Please include the Return Authorisation Code with your order number, name, date of order and address details.
3. Use the self addressed sticker supplied on your advice slip and place it on the outer packaging. Alternatively, post it to:
53 Pembroke Avenue
Denny End Industrial Estate
*Please note that certain items including medicines, foodstuffs, cosmetics and hygiene-sensitive products cannot be refunded or exchanged unless faulty or sent incorrectly. Also, once products are opened and/or used, products cannot be returned to us unless they are faulty or broken.
If the item is returned without a goods Return Authorisation Code we will be unable to offer a refund or exchange. You will also be liable for the cost of re-delivery.
We highly recommend that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post. You must return items within 7 days of authorisation otherwise we will no longer accept your return request.
We do not accept back orders bought in large quantities so please be sure of what you are buying before placing an order.
In addition to our returns policy under the "Distance Selling Regulations" you have the legal right to cancel your order within SEVEN (7) working days starting the day after delivery, if you send us a notice of cancellation in writing and return the merchandise to us in their original, unopened and unused condition within reason. This right of cancellation does not apply to medicines (as we can not guarantee the quality of medication which has been outside our care), Food (unless unopened), and other hygiene sensitive products like electric shavers that contain seals). Please note any cancellations requested after seven (7) days of receipt of goods will incur a £5 handling charge.
If you are cancelling orders by email, you must give 48 hours prior notice otherwise your order may be dispatched. Please telephone us for urgent cancellations.