— Support
Returns.
If something is not right, tell us. What follows is how it works, written plainly rather than as a wall of terms.
Changing your mind
Our standard change-of-mind returns are for unopened, unused products in their original packaging, with any product seals intact. This policy covers online consumer orders in the UK and every international country offered at checkout, subject to the statutory rights explained below.
Tell us within fourteen days after delivery if you want to cancel. Then send the goods back within a further fourteen days. You do not need to give a reason.
Return postage is yours for a change of mind. For a cancelled order, we refund the goods and the standard outbound delivery charge. If you chose an upgraded delivery service, the additional charge is not refunded.
We refund to the original payment method within fourteen days of receiving the goods back or receiving evidence that you sent them back, whichever happens first.
Opened or used products
We do not offer a trial or satisfaction guarantee for products that have been opened or used. The unopened, unused condition does not limit any legal right to cancel after inspecting goods, or to return faulty, damaged or incorrectly supplied products.
Where statutory cancellation rights apply, a refund may be reduced for loss in value caused by handling beyond what was necessary to inspect the goods. Tell us what has been opened or used so we can explain the return arrangements.
Returned opened bottles are not put back into stock for another customer.
Faulty, damaged or wrong
Different situation, and a longer window. If a product is faulty, arrives damaged, or is simply not what you ordered, contact us and we will replace it or refund it, including what it costs to send back.
A photograph of the problem usually saves everyone time. If a bottle has leaked in transit please keep the packaging, as the courier normally wants to see it.
How to start one
- Email us with your order reference. You will find it on your confirmation page and in your receipt.
- Tell us which items are coming back. For a fault or delivery problem, describe what happened so we can help. No reason is required for a change of mind.
- We will confirm the return address before you send anything, so please wait for that rather than posting it straight away.
Sending chemistry back
Some products in the range carry hazard warnings, and couriers have rules about how those travel. Please do not post anything back before we have confirmed how to send it. We will tell you when you get in touch, and it is usually straightforward.
Your legal rights
Nothing here affects your statutory rights. For UK consumer orders, the cancellation period comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and goods must be as described, fit for purpose and of satisfactory quality under the Consumer Rights Act 2015. Where anything on this page falls short of the law, the law applies. Any mandatory consumer rights that apply to an international order also take precedence. Read the UK government guidance on returns and refunds.