Returns Policy

Where you are exercising your rights to cancel under our 30-day guarantee

The 2013 Regulations set out that a consumer has a statutory 14-day period in order to change their mind following their receipt of goods under a “distance” or “off-premises” contract (i.e. those contracts concluded away from our premises or otherwise via our Website or other means of distance communication).

Under this Policy, you have an enhanced 30-day period from the date on which you received the Products from us (“Cancellation Period”) during which you can change your mind and receive a full refund for any Products purchased via our Website or at one of our Kiosks. 

Where you have purchased a Subscription Plan, please note that the Cancellation Period only applies in relation to the first delivery of the Products (or any other delivery where the date of that delivery falls within the Cancellation Period). Where a subsequent delivery of the Products falls outside of the Cancellation Period, you will not have an automatic right to cancel in respect of those Products. 

In order to start the returns process you must, during the Cancellation Period, you must inform us of your intention to cancel by contacting us in one of the manners set out above. You can also complete the Model Cancellation Form contained in Annex 1 to this Policy. 

Within 14 days of your notification under clause 2.3, you must then return the Products to us at the address provided when you request through the Contact us form. When returning the Products, please ensure that the parcel is securely wrapped and that it contains all original documentation, sales and marketing literature that we supplied with the Products, in addition to information concerning your order for the Products (or Subscription Plan) and all other information that we request from you. 

Once your return is received and has been inspected by us, we will send you an email to notify you that we have received your returned Product. We will also notify you of the approval or rejection of your return request and whether we will make any deduction to any refund. 

We are not responsible for the costs of returning the Products where you are exercising your cancellation rights. 

Returns for other reasons

As set out within the Terms, there may be another reason for which you wish to return the Products and receive a refund for the price that you have paid. Examples of such reasons include (but are not necessarily limited to):

where we have supplied incorrect Products; orthe Products supplied are not of a satisfactory quality.

In order for us to investigate whether we have failed to supply Products in conformity with the contract, you must return the Products in question to the address referred to within clause 2.5. Please note that you will initially be responsible for the costs associated with the return of the Products, which will be refunded to you if we find that we have failed to conform with the contract. 

Following our investigation (which we will carry out as soon as possible following the successful return of the Products), we will notify you in writing of the result. 

Where we accept that we have failed to conform with the contract, we will provide you with a refund for Products (including reasonable return costs) within 14 days of us informing you of such acceptance. 

Where we do not accept that we have failed to conform with the contract, we will inform you of the applicable costs associated with posting the Products back to you. Please note that if we do not accept that we have failed to conform with the contract, this does not restrict your right to further escalate such complaint further. We would recommend that you seek legal and practical advice regarding the legal procedure prior to doing so (please see clause 1.4, above).   

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refer to section 2 for more details.

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refer to section 2 for more details.

The fastest way to ensure you get what you want is to return the item you have and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Refer to section 2 for more details.