Your cancellation rights
When purchasing online as a consumer, you normally have 14 days from the day after delivery to tell us that you wish to cancel. You then have a further 14 days to return the goods.
Condition of returned goods
Products should be unopened, unused and returned safely, preferably in their original packaging. You may inspect goods as you would in a shop, but we may reduce the refund if unnecessary handling has reduced their value.
Opened or unsealed food products
For food safety and hygiene reasons, change-of-mind returns cannot be accepted for opened, unsealed or tampered bottles where the legal sealed-goods exception applies. This does not limit your rights where the product is faulty, damaged, unsafe or not as described.
Return postage
You are responsible for return postage when cancelling because you changed your mind. We will cover reasonable return costs where the product is faulty, damaged, incorrect or not as described.
Damaged, leaking or incorrect products
Contact us promptly at [email protected]. Include your order number and, where possible, photographs of the outer parcel, inner packaging and affected product. Keep all packaging until we confirm the next step.
Refund timing
Approved refunds are returned to the original payment method. For a cancelled order, we refund without undue delay and no later than 14 days after receiving the returned goods or evidence that they were sent back, whichever is earlier. Payment providers may take additional time to show the refund.
Original delivery charge
Where the law requires it, we refund the basic outbound delivery charge. Extra charges paid for an enhanced or express delivery option are not refundable beyond the cost of standard delivery.
How to request a return
Email [email protected] with:
- your name and order number;
- the products concerned;
- whether you want to cancel, request a replacement or report a fault;
- photographs where the order is damaged or incorrect.
Do not send products back until we have confirmed the return instructions.