Returns and refunds

Our 30-day return promise

For most unused products, you may request a return within 30 days after delivery. The item must be handled only as reasonably necessary to inspect it and should be returned with its accessories and original packaging where possible.

This commercial promise is in addition to, and does not replace, your statutory rights.

Your 14-day cancellation right

For eligible online purchases after launch, you may cancel without giving a reason from the time the contract is made until 14 days after delivery. Use the monitored cancellation route that will be published before ordering opens or the model wording below. You then have a further 14 days to send the goods back.

Exceptions can include personalised or made-to-order goods, sealed hygiene goods after unsealing, perishable goods and other categories excluded by law. Any relevant exception will be shown before purchase.

How to start a return

1. Use the monitored customer-care route that will be published before ordering opens. Give the order number and item; a reason is optional for a change-of-mind cancellation.
2. Wait for the return authorisation and correct return address.
3. Keep proof of sending. A tracked service is recommended where proportionate to the item and destination.

Do not send returns to our registered office. Depending on the item and fulfilment partner, the authorised return address may be in the United Kingdom or China.

Return postage

For a change-of-mind return, you normally pay the direct cost of returning the item unless we say otherwise. Because an authorised return address may be in China, international postage can cost more than UK postage. We disclose this here so you can decide before ordering.

If goods are faulty, damaged, not as described or incorrect, we cover reasonable return costs where a return is required, or provide another lawful remedy.

Refund timing

We refund eligible payments within 14 days after receiving the returned goods or receiving satisfactory evidence that they were sent back, whichever is earlier where the law requires. We may withhold a change-of-mind refund until one of those events occurs.

Refunds go to the original payment method. Banks and payment providers can take additional time to display the credit.

Refund amount and deductions

For a statutory cancellation, we refund the product price and the cost of our least expensive standard delivery method. Premium delivery upgrades are not refundable beyond the standard amount.

We may reduce a refund only where the law permits, including for loss in value caused by handling beyond what would reasonably be allowed in a shop.

Faulty or misdescribed goods

Your rights under the Consumer Rights Act 2015 are not limited by this policy. Depending on the circumstances and timing, remedies may include rejection and refund, repair or replacement, or a price reduction. After launch, use the monitored customer-care route promptly with photographs and a clear description so the issue can be resolved.