Last updated: 12 September 2026
We want you to love what you ordered. If something is not right, here is exactly how returns work — no fine print surprises.
The 30-day window
Unopened products in original, saleable condition may be returned within 30 days of delivery for a full product refund. Because our products are personal-care items, opened products cannot be returned for hygiene reasons, except where faulty, damaged or incorrect.
Damaged, faulty or incorrect items
If an item arrives damaged, leaking, faulty, or is not what you ordered: contact us within 7 days of delivery with your order number and a photo. We will send a replacement or issue a full refund including shipping — and you will not need to return the affected item unless we ask.
How to start a return
- Email [email protected] or use the contact form with your order number and the items concerned.
- We reply within one business day with a return authorisation and address.
- Pack items securely and ship with tracking. Return postage for change-of-mind returns is paid by the customer; for our errors, we refund it or provide a label.
- Refunds are issued to the original payment method within 5 business days of the returned parcel being checked, and appear on your statement within a further 3–10 business days depending on your bank.
Exchanges
The fastest exchange is a return plus a new order. If the item you want is out of stock we will tell you honestly and refund instead.
Non-returnable items
- Opened personal-care products (hygiene), except faulty.
- Gift cards and discount-coded bundles where the code has been redeemed.
- Items returned more than 30 days after delivery, except where faulty.
Your statutory rights
This policy is in addition to your statutory consumer rights. If your jurisdiction (for example a Canadian province or an EU/UK country) grants a mandatory cooling-off or warranty right, that right applies regardless of the window above.
Cancellations before dispatch
Orders can be cancelled free of charge any time before the dispatch email. After dispatch, the return process above applies.