Returns & refunds

1. How to contact us

If you have a product, delivery or return concern, email [email protected]. Include your name, any order reference, the item concerned and what you would like us to do. Do not send full card details. If the matter concerns damaged packaging or a product fault, a brief description and a photograph can help, but a photograph is not an automatic condition of exercising your legal rights.

This policy is intended for consumers in England, Wales, Scotland and Northern Ireland. It distinguishes statutory rights from any additional commercial return offer. No term here removes a remedy that UK consumer law gives you.

2. Changing your mind about a distance purchase

For a qualifying distance sale, you can normally cancel without giving a reason until 14 days after the day you, or a nominated person other than the carrier, receive the goods. If one order is delivered in separate instalments, the applicable period normally runs from receipt of the last relevant item. You can also notify cancellation before delivery.

Tell us by a clear statement, for example by email. Sending a cancellation within the applicable period is what matters; you do not need to wait for us to reply before the deadline. You may use the sample notice below, but using that wording is optional.

3. Returning goods after cancellation

After notifying cancellation, you normally have a further 14 days to send the goods back, unless collection has been agreed. Contact us for the correct return address. Requesting an address does not shorten the statutory period or prevent you from cancelling on time. Keep reasonable proof of posting or collection.

For a change-of-mind return, you are responsible for direct return costs only where that responsibility was properly disclosed before the purchase. If it was not disclosed, or if we agree to cover the cost, we will arrange the appropriate alternative. Separate rules apply to goods that are faulty, incorrect or not as described.

Pack the product safely for transport. Where the product is a cleaning chemical, do not send leaking contents or ignore a carrier’s restrictions. Tell us if a package is unsafe to post so a suitable arrangement can be discussed.

4. Refunds after statutory cancellation

We refund eligible payments, including the cost of the least expensive standard delivery option originally offered. Any extra you chose to pay for express or upgraded delivery need not be refunded as part of a change-of-mind cancellation.

Where the law permits us to wait for the goods, reimbursement is due without undue delay and normally within 14 days after we receive them or you provide evidence of returning them, whichever is earlier. A different starting point can apply where collection is offered or no return is required. Refunds use the original payment method unless you expressly agree otherwise, without a refund administration fee.

A lawful deduction may apply if handling beyond what was necessary to establish the product’s nature, characteristics and functioning reduced its value. This is not a blanket restocking fee. Opening outer packaging to inspect a product does not automatically remove your rights. Any applicable statutory exception must be identified and explained; we do not assume that every cleaning product is exempt as a hygiene item.

5. Faulty, damaged or incorrect goods

Under the Consumer Rights Act 2015, goods must meet the contract, including requirements concerning satisfactory quality, fitness for purpose and description. Where those requirements are not met, the applicable remedies can include the short-term right to reject, repair or replacement, a price reduction or a final right to reject.

The short-term rejection period is normally 30 days, subject to the statutory starting rules and exceptions. After that, repair or replacement may be the appropriate first remedy. Any required remedy must be provided without unreasonable delay or significant inconvenience. Where a remedy is due, necessary reasonable costs are not simply shifted to the consumer.

Contact us to arrange a suitable return or collection. Keep the product and packaging if it is safe to do so. Do not continue using a product you believe is unsafe. Reduced-price goods have the same statutory protections as other goods.

6. Any additional 60-day offer

The source product advertises a 60-day return provision. An additional commercial return promise applies only to the extent it is expressly included in the terms confirmed for your purchase, including its start date, eligibility and any direct return cost. It is separate from, and cannot reduce, statutory cancellation or faulty-goods rights. We do not replace a legal remedy with store credit unless you agree.

7. Optional cancellation notice

8. Problems with a refund

If a refund seems missing, contact us with the order reference and the date it was agreed. Bank processing time is separate from the date a refund is issued and does not extend our legal deadline for initiating reimbursement. We will review the matter and explain the next steps.