We want you to be happy with your purchase and we hope that you will return to our website to make future purchases from us and become one of our many regular satisfied customers.
We operate one of the fairest and simplest returns policies in our industry and we recognise that as a consumer you have the right to cancel the contract and receive a full or partial refund for items that you have purchased.
If you wish to return an item you must inform us in writing to the address shown on our contact page, or by electronic mail to: firstname.lastname@example.org advising of your desire to cancel, within 21 days commencing on the day after the goods are delivered to you. You then have a period of 7 days to return the goods to us at your own cost. You must inform us in writing prior to making any returns and receive our written agreement otherwise the goods will not be accepted. If we receive notification that the purchaser wishes to cancel their order prior to our dispatching the goods we will obviously refund the full purchase price including any delivery charges, except in circumstances where an item has been specially manufactured or modified in which case a reasonable associated charge will be made for any costs involved.
Returned items should be unused and must be returned to us in their original packaging in a saleable condition with any enclosed documentation. We may at our discretion make an administration charge to offset the cost of order processing and handling charges incurred up to a maximum of 20% of the original order value. We will issue a full refund within 30 days of receipt of the returned item, excluding the original delivery charge and any administration charge. In cases where the item has been purchased with free carriage the actual cost of the delivery charged to us by the courier will be deducted This does not affect your statutory rights. Goods will only be accepted for return if they are dispatched within 28 days of delivery, unless we have notified you otherwise.
Please be aware that the goods are your responsibility until they reach us, therefore for your own protection we recommend that you send the item using a reliable delivery service that insures you for the full value of the goods. We also recommend that you use an online tracking service to ensure that the goods arrive and a receipt issued. In the unlikely event that an item is deemed to be faulty the full purchase cost including the delivery charge will be refunded.
If an item is returned due to a claim that the item is faulty our chemists will examine and analyse a sample of the returned goods and if we accept that the goods are faulty a full refund including any delivery charges will be made.
Our couriers do work very hard to ensure that customers receive their orders quickly and efficiently but inevitably there will be occasions when a delivery is attempted when there is nobody available to accept and sign for the consignment. When this happens the courier leaves a card with a number to ring to arrange an alternative delivery date. In the event that our courier is unable to deliver the goods to a customer after two attempts due to there being nobody available to sign, or the address given by the purchaser is incorrect, or if the delivery is refused by the purchaser for any reason other than the goods being damaged a charge will be made to cover the associated costs involved.
Due to the hazardous nature of some products we reserve the right to arrange for goods to be returned via one of our own couriers such as UK Mail.