As well as your statutory cancellation rights described above, you can return products within 30 days of receipt of the products if the products are in an unused and undamaged condition.
(This returns policy does not affect your statutory rights and therefore does not affect your right of cancellation as described above).
You must return each item in the same condition in which you received it. This means that new items must be returned unused and undamaged. Used items must not have any additional signs of use or damage.
If goods are returned to us after the statutory period due to insufficient information provided to us and you require a refund, we will only refund the value of the goods and not the delivery charge. The goods have to be in the same condition when they were dispatched. If not, the refund may differ from the cost of goods purchased.
The same exclusions apply to our Returns Guarantee as for the right of withdrawal. The following products thus cannot be returned under the Returns Guarantee (unless defective):
Returns Costs & Methods
If you have received an item that is either incorrect, damaged, defective, or does not match its description, we will send you a paid postage label via email to send the item back to us (Under 2kg) or arrange a collection at our cost (Above 2kg).
If your return is not the result of our error, we can send you a paid postage label via email (Under 2kg) or arrange a collection via Parcelforce for parcels over 2kg and deduct the cost from your refund. Collection costs for a parcel under 2kg will cost from £2.99+ VAT (Cost may vary outside of UK mainland). Collections for parcels over 2kg will start from £13.95+ VAT. Please note that returns that contain multiple items, large items or not within the UK mainland, may cost more. If this is the case, we will make you aware of the cost price before arranging collection.
If our arranged collection is missed, you will still be charged for the collection and it will be deducted from your refund. We may or may not rearrange a collection at this point depending on the circumstances.
If your item becomes defective after the 30-day return period, we will not accept a return due to the goods being consumable products.
Partial Refunds or Reduced Refunds
As set out in our Returns Policy, a returned item must be in the same condition in which you received it. This means that items must be returned in the exact condition in which you received it from us. If the goods arrive back to us in the same condition when sold, you will receive full refund for the value of the goods.
If goods are not received in the same condition as when sold, you may only receive a partial refund or no refund at all depending on the condition of the goods.
Once a returned item has been processed, we can't send it back to you.
If goods are returned to our depot due to failed attempted deliveries or no collection from the pick-up location, you may be charged again for a redelivery. If this happens after the statutory cancellation period and you require a refund, you will not be refunded the delivery costs.
If goods are returned to the depot after 30 days of receipt of the goods purchased due to failed attempted deliveries or no collection from the pick-up location, you will not be entitled to a refund.