Refund policy
Returns, Refunds & Cancellations Policy
This Returns and Refunds Policy should be read together with our Terms and Conditions of Sale. We may amend this policy from time to time, and any updates will be published on this page.
Last revised: 15 September 2025
Checking Your Order
Please inspect your order as soon as it arrives and before using any items. If something is incorrect, missing, damaged, or defective, notify us immediately so we can review the issue and take appropriate action.
Return Authorization Required
All returns must be approved in advance. Before sending anything back, please contact our customer support team to request a return authorization number. Returns sent without authorization may experience delays or be rejected.
Your Legal Rights
Nothing in this policy limits or replaces your statutory consumer rights under applicable law.
Right of Withdrawal (EU Customers)
If you are an EU resident, you may withdraw from your purchase within 14 days without providing a reason.
This right does not apply to customers who were not residents of a European Union country at the time of ordering and whose billing and delivery addresses were outside the EU. In such cases, returns may still be considered by mutual agreement.
The 14-day withdrawal period starts on the day you, or a third party designated by you (excluding the carrier), takes physical possession of the goods.
How to Exercise Your Right of Withdrawal
To cancel your order, you must clearly inform us of your decision—for example, through your customer account or by sending a written notice. You may use a standard cancellation form, but this is optional.
Returned items must be:
- Unopened
- In original packaging
- In unused, resalable condition
- With all seals intact
For health and safety reasons, sealed products such as cosmetics, fragrances, hygiene, and personal care items cannot be returned once opened.
Refunds After Cancellation
Once your cancellation is confirmed, we will refund all payments received, including standard delivery charges (excluding any upgrade to premium shipping options).
We reserve the right to reduce the refund if the returned items show signs of unnecessary handling or loss in value.
Refunds will be issued no later than:
- 14 days after we receive the returned goods; or
- 14 days after you provide proof of return (whichever occurs first); or
- 14 days after cancellation confirmation if no goods were dispatched.
Refunds will be processed using the original payment method unless otherwise agreed. No refund processing fees will be charged.
You are responsible for the cost of return shipping unless stated otherwise.
Incorrect Items
While we take great care when packing orders, errors can occasionally happen. If you receive the wrong item, please contact us promptly. Each case is assessed individually, and we may request photographs or additional details to resolve the issue efficiently.
Our goal is to provide a fast and hassle-free solution.
Damaged Items
If your order arrives damaged, we’re sorry for the inconvenience.
Please accept the delivery and contact us immediately—refusing delivery may cause unnecessary delays in resolving the issue.
Send us photos of the damage through your account or by email so our team can review the situation and advise the next steps.
Faulty Products
If you believe an item is defective, please contact us through your customer account with a description of the issue. Where possible, include photographs. All quality complaints are carefully reviewed before a resolution is offered.
How to Return an Item
To arrange a return, contact our support team and provide:
- Your order number
- The item you wish to return
- The reason for the return
- Once approved, you’ll receive a return authorization number and return instructions.
Please:
- Package the item securely
- Include the return form inside the parcel
- Obtain proof of postage
Returned items remain your responsibility until they arrive at our warehouse. We strongly recommend using a tracked and insured delivery service.
If a replacement is requested but the item is no longer available, a refund will be issued to the original payment method.
Items Excluded From Return
Returns are not accepted for:
- Opened sealed goods unsuitable for return due to hygiene or health protection
- Items that have been irreversibly mixed with other products
- Fully completed service contracts
- Perishable goods or items with a short shelf life
Return Shipping Costs
We will reimburse return shipping costs only when the return is due to our error, including:
- Incorrect items sent
- Damaged or defective products
- Unwanted substitute items
For unwanted or no-longer-needed items, return shipping costs are your responsibility.
If a returned item is tested and no fault is found, return postage will not be refunded. Any costs for sending the item back to you will be communicated after testing.
Complaints
If you are unhappy with how your return or refund was handled, we want to resolve it. Please contact us at:
We take all complaints seriously and aim to reach a fair resolution as quickly as possible.