Returns and refunds

Changing your mind

For most online purchases, you may cancel within 14 days after the day the goods are delivered. After telling us, you normally have a further 14 days to send the goods back.

Our additional commercial promise extends the notification period to 30 days after delivery for eligible products. Conditions attached to the extra period from day 15 to day 30 do not reduce the rights you already have by law.

Please take reasonable care of goods. We may make a lawful deduction for loss in value caused by handling beyond what would normally be permitted in a shop.

Sealed health and hygiene goods

Where a sealed product is genuinely not suitable for return for health-protection or hygiene reasons, the cancellation right may be lost once its seal is broken. We assess that exception product by product. It never removes your rights where goods are faulty, unsafe, damaged, not as described or otherwise do not conform to the contract.

Faulty, damaged or incorrect goods

Tell us promptly if an item is faulty, damaged, unsafe, not as described or not fit for purpose. Depending on the circumstances and your statutory rights, the remedy may be a refund, repair or replacement. Sale and discounted goods have the same statutory quality rights as full-price goods.

We cover reasonable return costs where goods are faulty, damaged or supplied incorrectly. Nothing in this policy limits rights under the Consumer Rights Act 2015 or other applicable consumer law.

Return postage and original delivery

For a change-of-mind return, you are responsible for the direct return cost unless we agree otherwise. When the statutory cancellation right applies, we refund the basic outbound delivery charge. Any extra amount paid for a premium delivery service is not normally refundable beyond the cost of our least expensive standard delivery option.

When refunds are made

For a valid cancellation, we issue the refund without undue delay and normally no later than 14 days after we receive the returned goods or you provide acceptable evidence that they were sent back, whichever is earlier. We use the original payment method unless you expressly agree otherwise.

Your bank or payment provider may take additional time to show an issued refund. This does not change the date on which we process it.

How to start a return

To use the statutory cancellation right, tell us by a clear statement no later than 14 days after the day the goods are delivered. You may email customer care, use the contact form, or send the optional model cancellation form below. You do not have to use the model form or give a reason.

After notifying us, send the goods back no later than 14 days from the day you told us. Please wait for our return instructions and the correct return address before posting the parcel.

1. Contact us with a clear statement that you wish to cancel the contract or return the goods.
2. Include your order number and the email used for the order. Do not send payment details or passwords.
3. Wait for the return instructions and return address before posting the parcel.
4. Keep proof of postage until the return and refund are complete.

Model cancellation form

Complete and return this form only if you wish to cancel the contract. You may copy it into an email or print and post it. A clear cancellation statement is also valid, so using this form is optional.

Email a cancellation notice →