Returns, with clarity.

Changing your mind

For eligible online purchases, tell us within 14 days of receiving your goods that you wish to cancel. You then have a further 14 days to return them. Some goods, including perishables and certain opened hygiene-sealed products, have different cancellation rules.

Faulty or incorrect goods

If an item arrives faulty, damaged or not as described, keep the packaging and any relevant photographs. Your statutory rights are not affected by a change-of-mind exception.

Before sending a return

Obtain the correct return instructions before sending an item. Fulfilment locations vary; the supplier’s dispatch address may not be the correct return address.

Refunds

Where a cancellation refund is due, this includes the standard outbound delivery charge. For eligible change-of-mind returns, we refund within 14 days of receiving the goods back or receiving evidence you have sent them, whichever is earlier. We may make a lawful deduction for handling beyond what is needed to inspect the goods. For a change-of-mind return, you pay the direct return postage unless we agree otherwise. We cover reasonable return costs for faulty, damaged or incorrect goods.

More information

See UK consumer returns guidance. Email [email protected] or use support chat to notify us of a cancellation or ask for return instructions. Our registered office is for correspondence; do not send goods there without return instructions.