Refund & Returns Policy

Last updated: 25 July 2026

This policy applies to orders placed on this website. It sets out your legal right to cancel an order, how to return an item, and how refunds work. Nothing here affects your statutory rights.

Trader details: [YOUR REGISTERED TRADING NAME], [YOUR BUSINESS ADDRESS], email [YOUR@EMAIL].

1. Your 14-day right to cancel

If you are a consumer in the European Union, you have the right to cancel your order within 14 days without giving any reason. The cancellation period ends 14 days after the day on which you, or someone you have nominated, physically receives the goods.

To exercise this right, tell us clearly before the 14 days are up. Email [YOUR@EMAIL] with your order number and a statement that you wish to cancel. You may use the model cancellation form at the end of this page, but you are not required to.

2. Returning the goods

Once you have told us you are cancelling, send the goods back to us without undue delay and within 14 days of that notification.

You are responsible for the cost of return postage.

Return address: [YOUR RETURN ADDRESS]

We recommend using a tracked service, as you remain responsible for the goods until they reach us.

3. Your refund

We will refund all payments received from you, including the cost of standard delivery, without undue delay and no later than 14 days after the day we receive the goods back, or the day you supply evidence of having sent them, whichever is earlier.

Refunds are issued to the original payment method. You will not incur any fees as a result of the refund. If you chose a delivery option more expensive than our standard delivery, we refund the standard rate only.

We may reduce your refund to reflect any loss in value of the goods caused by handling them beyond what is necessary to establish their nature, characteristics and functioning.

4. Hygiene exception — please read before opening

Under EU consumer law, the 14-day cancellation right does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons if they have been unsealed after delivery.

Our products are supplied sealed. Once the seal is broken, the item can no longer be returned under the cancellation right. Unopened items with the seal intact may be returned as set out above.

This exception does not affect your rights where a product is faulty, damaged or not as described — see section 5.

5. Faulty, damaged or incorrect items

Separately from the cancellation right, you are entitled under the Consumer Rights Act 2022 to goods that are of satisfactory quality, fit for purpose and as described.

If your order arrives damaged, faulty, or is not what you ordered, email [YOUR@EMAIL] within [X] days of delivery with your order number and a photograph of the item and packaging. We will arrange a replacement or a full refund at no cost to you, including return postage. This applies whether or not the seal has been broken.

6. Orders that have not yet shipped

If you contact us before your order is dispatched, we will cancel it and refund you in full without the need to return anything.

7. Contact

Email [YOUR@EMAIL]. We aim to respond within [X] working days.

Model cancellation form

Complete and return this form only if you wish to withdraw from the contract.

To: [YOUR REGISTERED TRADING NAME], [YOUR BUSINESS ADDRESS], [YOUR@EMAIL]

I hereby give notice that I withdraw from my contract of sale for the following goods:

Ordered on / received on: ____________________
Name of consumer: ____________________
Address of consumer: ____________________
Order number: ____________________
Date: ____________________