What is your returns & refunds policy?
Customer satisfaction is our priority, we’ll refund a product or order if you’re not completely satisfied with it, subject to our Refunds and Returns Policy as detailed below.
This policy is also detailed in the Terms for Business Customers or Personal Customers when you shop with us.
You may choose to return a Product for any reason provided that:
- You notify us by sending a query online of your desire to return the Product within 14 days of receipt and
- the Product is in resalable condition - it needs to still be in its original unopened packaging unmarked.
If the terms of condition listed above apply then we will contact you with a returns number and we will arrange for collection at our cost.
Due to health and safety reasons we’re unable to offer refunds on food or drink items including biscuits, chocolates, coffee and water.
To return a product, you’ll need to contact us within 14 days of receiving the item. If you contact us more than 14 days after delivery, we may be able to accept the goods back, but not at full credit value.
Once the Products are back at our warehouse and we have had an opportunity to inspect them to check that they are in resalable conditions we will then process the refund if you paid for the goods using Paypal or a debit/credit card or a credit note if you have a credit account with us.
The refund/credit will be in respect of the price of the Product, this will be as soon as possible and in any case within 14 days of us receiving the Product in our warehouse. We are unable to refund the original delivery charge of the returned product.
If you’d like further information about our returns policy, please call our Customer Care Team on 0800 316 3876. Our phone lines are open Monday to Friday, 9am–5:30pm.
If you’d prefer, you can also contact us online at any time.