Refunds & Returns

Last updated 24 September 2026.

Changing your mind

For most goods bought online, you may tell us that you are cancelling within 14 days after the goods are delivered. You then have a further 14 days to send them back. Email theteam@customersupport.care with your order number and a clear cancellation request.

You may inspect goods as you would in a shop. We may reduce a refund if handling beyond that has reduced their value. Where a product is sealed for health protection or hygiene reasons, the cancellation right may not apply after you break the seal. This exception is applied only where UK law permits it.

Returning an eligible item

Contact us before posting anything so we can provide the correct return address and match the parcel to your order. For a change-of-mind return, you are responsible for the direct return cost unless we agree otherwise. Please use suitable packaging and keep proof of postage.

We refund the product price and the cost of our least expensive standard delivery option. Any extra amount paid for premium delivery is not refundable beyond that standard amount. We make the refund within 14 days after receiving the goods or, if earlier, receiving acceptable evidence that you sent them back. Refunds go to the original payment method.

Faulty, damaged, incorrect or misdescribed goods

Your rights under the Consumer Rights Act 2015 are not affected by the cancellation rules above. If goods are faulty, damaged, not as described or not fit for purpose, contact us promptly with your order number. We will explain the available repair, replacement or refund remedy and cover reasonable return costs where required by law.

Photographs of transit damage can help us investigate with the carrier, but they do not replace your statutory rights.

Cancelling before dispatch

Contact us as soon as possible. If we can stop the order before dispatch, we will cancel it and return the payment without a cancellation fee. If it has already left, the return process above applies.

Need help?

Email theteam@customersupport.care. If you are unhappy with our response, see our Complaints Handling Policy. Nothing on this page limits your statutory consumer rights.