Please check your order as soon as it arrives.

Any damage, missing items, or incorrect goods must be reported in writing within 48 hours of delivery with clear photos of:

• outer packaging and shipping label,
• the items received, and
• the issue (damage/incorrect item/shortage).

Reports made after 48 hours may be rejected where the issue cannot be verified.

If you are a consumer, you may have the right to cancel your order within 14 days of receiving the goods under the Consumer Contracts Regulations 2013.

To cancel, you must notify us in writing (email is acceptable) within the cancellation period.

Returned goods must be unused, unopened, and in their original packaging.

Business customers do not have an automatic right to cancel once an order has been confirmed, unless otherwise agreed in writing.

Where we accept a return from a business customer, we may apply a restocking fee and/or require the customer to cover return shipping costs.

For hygiene and safety reasons, certain items cannot be returned, including (where applicable):

• hygiene products, where seals are broken or packaging is opened,
• custom-made or special-order items,
• clearance or end-of-line products (where stated at purchase),
• goods that have been used, altered, or damaged after delivery.

To request a return, please contact us with your order number and reason for return:

• Email: [email protected] / [email protected]
• Telephone: +44 795 678 60 11

If your return is approved, we will provide return instructions. Please do not send items back without authorisation, as this may delay or invalidate the return.

If the return is due to our error (wrong item supplied) or verified courier damage, we will cover reasonable return shipping costs or arrange a collection (where available).

If you are returning goods due to a change of mind (consumer cancellation) or a return accepted from a business customer, return shipping costs are normally paid by the customer unless we agree otherwise in writing.

Where a refund is due, we will process it within 14 days of receiving the returned goods or (for consumer cancellations) receiving evidence that the goods have been sent back, whichever is earlier.

Refunds are issued to the original payment method used for the purchase.

We may reduce the refund amount if goods are returned in a condition that indicates handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

We do not guarantee exchanges. If you need a different item, please contact us and we will advise the best option (replacement, exchange, or new order), subject to stock availability.

Nothing in this policy affects your statutory rights under UK law, including the Consumer Rights Act 2015 (where applicable).