Refund policy

Standard Return & Refund Policy

1. Your Right to Cancel (Change of Mind)

  • Online & Distance Sales: You have the right to cancel and return your order within 14 days of receiving your items without giving a reason. You then have a further 14 days from notifying us to return the goods.

  • In-Store Sales: Items purchased in-store may be returned for an exchange or store credit within 14 days of purchase, provided they meet the return conditions below.

2. Return Conditions

To be eligible for a return under a change-of-mind policy, the item must be:

  • Unused, undamaged, and in the same condition as received.

  • In its original, unopened packaging with all seals, tamper proofing, and protective films intact.

  • Returned complete with all supplied accessories, cables, user manuals, and free gifts/promotions.

  • Accompanied by proof of purchase (order confirmation, tax invoice, or receipt).

Important Hygiene & Exclusions Note: For hygiene and health reasons, certain personal care electrical items (such as electric toothbrushes, hair clippers, shavers, or hair styling tools) cannot be returned once their hygienic seals are broken or the product has been opened/used, unless the item is faulty.

3. Faulty, Damaged, or Incorrect Goods

If an item develops a fault or arrives damaged, your statutory rights under the UK Consumer Rights Act 2015 apply:

  • Within 30 Days of Delivery/Purchase: You are entitled to an immediate full refund or a replacement for a faulty or significantly misdescribed item.

  • Between 30 Days and 6 Months: If a fault arises, you must give us the opportunity to repair or replace the item. If the repair or replacement is unsuccessful or unfeasible, you can request a full refund or a partial refund if you choose to keep the item.

  • After 6 Months: You must be able to demonstrate that the defect was present at the time of manufacture/delivery. If proven, we will attempt to repair or replace the item before offering a partial refund based on the usage you have had.

4. How to Return an Item

For Online Purchases:

  1. Contact our Customer Care team at [insert email address] with your order number and details of the item you wish to return.

  2. If returning due to a fault, please include clear photos or a brief video of the issue.

  3. Package the item securely (preferably in its original outer shipping box) to prevent damage in transit.

  4. Send the package to:

    Returns Department

    [Company Name]

    [Building Name / Street Address]

    [City, Postcode]

For In-Store Purchases:

Bring the item along with your original proof of purchase back to any of our retail store locations.

5. Return Shipping Costs

  • Change of Mind: You are responsible for paying the shipping costs for returning non-faulty items. We strongly recommend using a tracked, insured courier service, as we cannot accept responsibility for items lost or damaged in transit.

  • Faulty / Damaged Items: If an item is verified as faulty, damaged, or incorrect, we will cover the return shipping costs by providing a prepaid return shipping label or reimbursing reasonable tracked postage costs.

6. Refunds & Processing Time

  • Once your return is received and inspected, we will send an email notification confirming receipt and the approval or rejection of your refund.

  • Approved refunds will be processed using the original payment method within 14 calendar days of us receiving the returned goods (or receiving proof that you sent them back).

  • Refunds will include basic outbound delivery costs if the entire order is returned within the 14-day statutory cancellation window. Any premium or express delivery fees selected at checkout are non-refundable.