Refunds, returns and faulty goods

Your 14-day right to cancel

If you are a consumer, you may cancel most online purchases without giving a reason from the time the contract is made until 14 days after the day you (or a person you nominate) receive the goods. For an order delivered in parts, the period ends 14 days after receipt of the last part.

Tell us before the cancellation period expires by email or another clear statement. You may use the model form below, but you do not have to. We will acknowledge an emailed cancellation.

Returning cancelled goods

After cancelling, send the goods back without undue delay and no later than 14 days after telling us. Contact us before posting so the return can be identified. The return address is:

You pay the direct cost of return postage for a change-of-mind cancellation. Use suitable protective packaging and obtain proof of posting. We pay reasonable return costs where goods are faulty, damaged, misdescribed or sent in error.

Refund timing and amount

We will refund payments received for cancelled goods, including the cost of our least expensive standard delivery option. We may withhold the refund until we receive the goods or you provide evidence of sending them, whichever happens first. We will refund without undue delay and no later than 14 days after that point, using the original payment method unless agreed otherwise.

We may reduce a refund for loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Extra cost for an enhanced delivery option is not refundable merely because you cancel.

Sealed goods and hygiene exception

The cancellation right does not apply to sealed goods that are not suitable for return due to health-protection or hygiene reasons once you have unsealed them. We rely on this exception only where the particular item genuinely meets that legal test; it is not a blanket exclusion. If eligible goods remain sealed, your cancellation right is unaffected. This exception does not remove your rights where goods are faulty, damaged or not as described.

Faulty, damaged or misdescribed goods

The Consumer Rights Act 2015 requires goods to be as described, of satisfactory quality and fit for any purpose made known where applicable. Contact us promptly with your order reference, details and photographs where useful. Depending on the circumstances and statutory time limits, you may be entitled to reject the goods for a refund, or request repair or replacement. We will not charge return postage where the goods breach your statutory rights.

Model cancellation form