Returns and Refunds

Last updated: [POLICY_DATE]

If something is not right with your order, please get in touch. We will explain the available options and help you with the next steps.

Change of mind returns

You can request a change-of-mind return within [RETURN_WINDOW_DAYS] calendar days of receiving your order. Items must be unused, unwashed, complete and in their original packaging, with any tags, accessories and seals intact. Please provide your order number or another valid proof of purchase.

For hygiene reasons, opened sealed grooming or hygiene products, and items used by a pet, are not eligible for change-of-mind returns. Any additional product-specific exclusions will be clearly disclosed before purchase.

These change-of-mind conditions do not limit your rights if a product is faulty, damaged, incorrect or otherwise does not meet applicable legal requirements.

How to request a return

1.     Email [SUPPORT_EMAIL] with your order number, the item you want to return and the reason.

2.     We will explain eligibility, any applicable return costs, and the correct return address or collection arrangements.

3.     Pack the item securely with all included parts. Follow the return instructions and keep proof of handover or postage.

Please contact us before posting an item so we can route it correctly. Asking you to contact us first does not remove any legal right you have to a remedy.

Return delivery costs

For change-of-mind returns: [CHANGE_OF_MIND_RETURN_COSTS].

For the original delivery charge on a change-of-mind return: [ORIGINAL_DELIVERY_REFUND_RULE]. Any applicable deduction will be explained before the return is arranged.

If we supplied a faulty, damaged or incorrect item, we will cover the reasonable return delivery costs required for the agreed remedy. Please contact us so we can arrange this with you.

Faulty damaged or incorrect items

Tell us what went wrong and include your order number. We may ask for photos or other reasonable information to understand the issue. An unboxing video is not required to request help.

We will assess the issue and arrange the remedy required by applicable law, which may include repair, replacement or a refund. The change-of-mind window and hygiene exclusions do not replace your statutory rights. Please stop using an item that appears unsafe.

Refunds

We will confirm the outcome after checking the return or assessing the issue. Approved refunds are issued within [REFUND_PROCESSING_DAYS] business days, or sooner where required by law.

Refunds go to the original payment method where possible. If that method cannot receive a refund, we will agree an appropriate alternative with you. Your bank or payment provider may take additional time to show the credit.

The refund amount is based on the amount actually paid for the returned item, including its share of any discount. Any bundle-specific change-of-mind conditions must have been disclosed before purchase.

Exchanges and cancellations

Contact us if you need a different eligible item. We will explain whether an exchange can be arranged or whether a return and a new order would be the better option.

For cancellation requests, contact us as soon as possible. We will check whether fulfilment can still be stopped. If the order has already been dispatched, the applicable returns process may be needed.

Questions about a return: [SUPPORT_EMAIL]