Returns
Our policy lasts 30 days from delivery with a 14 day refund and 30 day exchange (home trial) policy - terms apply.
If for any reason your item is faulty during the returns period, it will be collected free of charge and if deemed faulty a replacement, repair or refund will be offered.
We offer a generous 30-day no-hassle returns period on items purchased through our website or over the phone.
Within 14 calendar days, you can return unused items for a full refund. Within 30 days, you can return items in exchange for other items of the same value or higher.
If you would like to return an item for any reason, you can request a Returns Number (RMA) from us. You will need to return the item(s) to us so that we receive it within 14 days of being given this RMA. We will process your refund or exchange within 14 days of receipt of the returned item.
Any unwanted items should be returned, in original packaging and condition, as new, undamaged, unused and in a resalable condition. Any free gifts or promotional items supplied must also be returned. Once a product has been used, it can still be exchanged within the exchange period as long as you have kept the original packaging.
After the 30 day period has expired or once the item has been used, you are covered under the product guarantee which can be viewed here.
Exchanges (if applicable)
We can also offer an exchange up to 90 days from delivery if you have opted for our 90 day extended home trial (available via our live chat team).
Replacement original packaging may be able to be supplied (a cost will apply) if you have discarded the box or polystyrene.
Non-returnable items:
- Gift cards
- Software products
- Used items
To complete your return, you will need to obtain a returns number.
You will also be provided with the correct address to return your item to within the UK.
Cancellations
If you wish to cancel an item before delivery we will do our best to carry out a cancellation request, however it may not be possible to stop delivery once an item has been ordered - especially in busy periods such as sales or periods of high demand. If delivered, the item must be returned as per this policy for your order to be cancelled. If any free gifts are sent and a machine order subsequently cancelled, the value of the gift items will be deducted from any refunds given until the items are returned.
Refunds
Once your return is authorised, received back and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the status of your refund request.
A credit will automatically be applied to your original method of payment, within 5 working days. If any free gifts are sent and an order subsequently cancelled, the value of the gift items will be deducted from any refunds given until the items are returned.
There are certain situations where only partial refunds are granted or returns refused (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Late or missing refunds
If you haven’t received a refund yet, first please re-check your bank account after 10 working days of the refund being processed by us.
If you’ve done this and you still have not received your refund yet, please contact us.
Shipping
To return your product, you should contact us to receive your Returns Number and correct returns address. We cannot accept returns without a valid returns number.
Where an item is deemed faulty or in the event of an exchange, we will collect the item. For change of mind refund within 14 days of delivery, we ask that you return the item to us at your cost or drop it to our warehouse. Premium Shipping costs and upgraded protection services are non-refundable.
For items you are sending in to us, for example if you are returning a machine or valuable item, we recommend using a trackable shipping service with shipping insurance such as Parcel2Go or ParcelHero.