Returns & Refunds
Our return window, what can be sent back and how a refund is issued.
The return window
You have 7 days from delivery to raise a return.
How to raise one
Open the order under My Account → Orders and start a return from there. You will be asked which items, how many of each, and why. You can follow the request from the same place, and cancel it while it is still pending.
What can be returned
Items in the condition they arrived in, with any seal intact. Something damaged, faulty or not what was ordered can always be returned — tell us which of those it is when you raise the request, as it changes how we handle it.
Inspection
Returned items are inspected on arrival. We record how many of each item are accepted, and you can see that on the return.
Refunds
Once a return is accepted, the refund covers the accepted items. Where it goes depends on how you paid — an online payment is returned the same way; a cash-on-delivery order is arranged with you directly.
The return window is set by RETURN_WINDOW_DAYS in the API's
environment. This page was seeded with the current value (7 days);
if that changes, change this sentence too.