We hope you will be happy with any items you’ve ordered from us, but if you’re not entirely satisfied, you’ll find details of our returns policy below.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the Regulations) give you 14 calendar days from the date you received your complete order to notify us if you have changed your mind about your order. To let us know you want to change your mind, contact our Customer Service Team: fill in the online form or fill in a print-out and post it to us at 50-54 Wigmore Street, London, W1U 2AU.

We must receive any item you return to us within 14 calendar days of your notification to us of your intention to return the items. Orders cancelled under the Regulations are entitled to a refund of any standard postage paid for the delivery of your order, but you are responsible for any postage incurred in returning the items you wish to cancel to us. Unfortunately, we do not refund postage on return of part orders.

This right to change your mind does not apply to the supply of prescription medicines and the supply of other medicines by a health care professional as part of a health service.

Items must be returned in the condition you received them, which includes keeping any hygiene seals in place. You will lose your right to return an item if you unseal a product that needs to be sealed for health or hygiene reasons.

The Regulations give us the right to reduce the amount of refund that you receive if you have damaged or used the returned items in any way. The amount which we might reduce your refund by will be dependent on the decrease in value of your use of the item. You should note that should your use mean that your items cannot be resold, this reduction may be 100%.

How to return items

Please download and complete the returns form in order to return any unwanted items.

If your unwanted items weigh less than 5kg you can return them by post or by using another commercial courier within 14 days of notifying us that you wish to return your items.

Returns

To return items please repackage them carefully and return them to us at the address we notify to you.

##cta##Download returns form

Please obtain a “Proof of Postage”. If using Royal Mail you can ask for this at any Post Office Counter.

Items over 5kg and larger items

If you wish to return an item that is over 5kg, please contact our Customer Services team. Please complete our online form.

Damaged and faulty items

The Consumer Rights Act 2015 allows you to claim a refund on faulty goods within 30 days of receipt. In some cases we may offer to repair or replace the item free of charge: if the first repaired or replacement item we supply also turns out to be faulty then you can claim a refund at this point, which includes the price you paid for it plus any standard postage charges.

This does not apply to items that have failed due to wear and tear. You may have additional manufacturer's warranties with some products, such as electrical items, giving you additional rights and you should check these carefully.

If you believe any of the items you have ordered to be damaged or faulty, please contact our Customer Services team. Please complete our online form and we will advise you how to return the items.

Refunds

Your refund will be processed once we receive your returned items. Refunds are credited to the original card you paid with and will take 5-7 working days to be credited to your account, depending on your card provider.

We will refund any standard postage paid on orders returned in full.

Unfortunately, we do not refund postage on return of part orders.

Refund exclusions

Unfortunately, you cannot return medicines, including pharmacy medicines, or anything that has a hygiene seal that has been broken. For you have the right to reasonably inspect your items as you would in a shop, but you cannot return items that you have used, unless you are returning them because they are damaged or faulty.

These Refund Policy is in addition to our standard terms & conditions of sale.