Refund policy
Last updated: August 2026
We want you to be genuinely happy with what you receive. If something isn't right, this policy explains exactly how returns, exchanges and refunds work.
Return window
You may request a return within 30 days of the delivery date. Once a return has been approved, the item must be shipped back to us within 14 days of that approval. Requests made after the 30-day window has closed may be declined, or accepted at our discretion for store credit only.
Condition of returned items
To be eligible for a refund, an item must be:
- Unused, unworn and unwashed, in the same condition in which it was received
- In its original packaging, including boxes, dust bags, protective film and inserts
- Complete with all tags, manuals, accessories, cables, spare parts and any free gifts or bonus items included with the order
- Free of odours, stains, pet hair, fragrance and any signs of wear or installation
Items returned without their original packaging, or missing components, may receive a reduced refund or be declined.
How to start a return
Send us a return request through our Contact page. Please include your order number, the item or items you wish to return, and the reason for the return. Photographs are helpful and are required for damaged or defective items.
We will review your request and, if approved, send you return instructions and a return address. Please do not ship anything back before you have received return instructions from us. Unauthorised returns, or returns sent to any address other than the one we provide, may not be received, processed or refunded.
Return shipping costs
If you are returning an item because you changed your mind, no longer want it, ordered the wrong variant, or for any other reason not caused by an error on our side, you are responsible for the cost of return shipping.
If the item arrived damaged, defective, or was not the item you ordered, we cover the cost of return shipping.
Original outbound shipping charges are non-refundable except where the return is the result of our error or a faulty product. Where an order qualified for free shipping and is returned, the actual outbound shipping cost we incurred may be deducted from the refund.
We strongly recommend using a tracked and insured return service. We cannot issue a refund for a return that is lost or damaged on its way back to us and cannot be traced.
Refunds
Once your return arrives, we inspect it within 5 business days. We will then notify you whether the refund has been approved.
Approved refunds are issued to the original payment method used at checkout. We cannot refund to a different card, account or person. Depending on your bank or card issuer, it typically takes a further 5 to 10 business days for the funds to appear on your statement. This processing time is controlled by your financial institution, not by us.
Partial refunds
A partial refund may be issued where:
- An item shows signs of use, wear or installation
- Parts, accessories or packaging are missing
- An item has been damaged after delivery for reasons not caused by us
- An item is returned outside the stated return window but is accepted at our discretion
Exchanges
The fastest way to get the item you want is to return the original for a refund and place a new order for the replacement. This avoids the item you want selling out while your return is in transit. If you would prefer a direct exchange, contact us through our Contact page and we will confirm whether it is possible for that item.
Damaged, defective or incorrect items
Please inspect your order as soon as it arrives. If an item is damaged, defective, or is not what you ordered, contact us through our Contact page within 7 days of delivery and include clear photographs of the item, any damage, and the shipping packaging.
Where a fault is confirmed, we will send a free replacement or issue a full refund including shipping, at your choice. In some cases we may not require the faulty item to be returned; we will confirm this when we respond.
Claims for damage or defects raised after 7 days may still be considered, but we may be unable to verify that the damage occurred before delivery.
Items that cannot be returned
For hygiene, safety and legal reasons, the following are not eligible for return unless they arrive faulty:
- Items marked as final sale, clearance or non-returnable at the time of purchase
- Personal care, grooming, intimate and hygiene products once opened, used or with any seal broken
- Consumable, edible or perishable goods
- Products sold as sterile where the packaging has been opened
- Items made, printed, engraved or otherwise personalised to your specification
- Digital products, downloads and gift cards
- Items that have been altered, modified, repaired or combined with other products
Order cancellations and changes
If you need to cancel or change an order, contact us through our Contact page as soon as possible. We can usually accommodate changes within 12 hours of the order being placed, provided it has not already entered fulfilment. Once an order has been processed or dispatched it cannot be cancelled, and it will need to be handled as a standard return once it reaches you.
We reserve the right to cancel any order at our discretion, including where an item is unavailable, where a pricing or description error has occurred, or where we suspect fraudulent activity. In these cases you will receive a full refund.
Refused, unclaimed or undeliverable parcels
If a parcel is refused at the door, or is returned to sender because it was unclaimed, because the address supplied was incorrect or incomplete, or because customs charges were not paid, it will be treated as a standard change-of-mind return. Shipping costs and any carrier return fees will be deducted from the refund. It is your responsibility to provide a complete and accurate delivery address at checkout.
Lost, missing or non-delivered orders
If tracking shows no movement for 10 consecutive days, or the estimated delivery window has passed and your order has not arrived, contact us through our Contact page and we will open an investigation with the carrier. Carrier investigations can take up to 21 days to conclude. Once an investigation confirms a parcel is lost, we will send a replacement or issue a full refund.
Where tracking shows an order as delivered but you have not received it, we ask that you check with neighbours, household members and your building's mail room, and contact the carrier directly, before opening a claim with us.
Late or missing refunds
If you have not received an approved refund, first check your bank account again, then contact your card company or bank, as posting times vary between institutions. If you have done both and the refund still has not appeared, contact us through our Contact page and we will provide the refund reference.
Sale and promotional items
Unless expressly marked as final sale, discounted items follow the same return terms as full-price items. Where a promotional item, free gift or bundled product was included with a purchase, it must be returned along with the qualifying item, or its value will be deducted from the refund. Where a return brings an order below the threshold for a promotion or free shipping, the value of that benefit may be deducted.
Gifts
If an item was received as a gift and was marked as such at the time of order, an approved return may be refunded as store credit to the recipient. If the order was not marked as a gift, the refund is issued to the original purchaser and payment method.
Your statutory rights
Nothing in this policy limits or removes any rights you have under the consumer protection laws that apply where you live. Where local law provides a longer return period, a cooling-off period, or additional remedies for faulty goods, those rights apply in addition to this policy.
Customers in the European Union and the United Kingdom have a statutory right to withdraw from a distance purchase within 14 days of receiving the goods, without giving a reason, subject to the standard legal exceptions such as sealed hygiene products and personalised items.
Payment disputes and chargebacks
If there is a problem with your order, please contact us through our Contact page before raising a dispute with your bank or card provider. We can almost always resolve issues faster and more completely than a chargeback process, which can take several months. Chargebacks filed for orders that were delivered as described, or where a refund has already been issued, will be contested with the relevant evidence.
Fair use of this policy
We reserve the right to refuse or limit returns, refunds and exchanges where we identify a pattern of excessive returns, returns of used goods, or activity we reasonably believe to be fraudulent or in bad faith. Where we do so, we will always honour your statutory rights.
Changes to this policy
We may update this policy from time to time. The version published on this page at the time you place an order is the version that applies to that order.
Questions
If anything here is unclear, or you would like help with a return, please get in touch through our Contact page and a member of our team will assist you.