Return and Refunds
1. Cancelling your goods if you change your mind
1.1 We hope that you will be happy with your purchase but, if you change your mind, in most cases you may cancel your order up to 14 days following the receipt of a product.
1.2 Your right to cancel does not apply to products if they have been opened unless there is a valid claim that they are substandard. In this event we will work with the manufacturers to establish the position.
1.3 If you have already received your order and wish to cancel it, please visit our returns and refunds for details of how to return your product.
2. If your goods are refused on delivery
2.0 If your goods are delivered to an address outside the VAT area (EU), the cost of your goods will have been reduced by the amount of the VAT that would otherwise have been payable. However, you may be asked to pau import duty when you receive your goods. If you decide not to accept the goods and they are therefore returned to us, although we will refund your payment, we will deduct the cost of dispatching the goods to you and the cost of return to us.
3. Faulty Products
3.1 If your products arrive damaged or they are faulty, you may return them and obtain a refund or replacement product. Please visit our returns and refunds for details of how to return them and details of our replacement and refund policy.
4.1 If you are entitled to a refund, we will refund you as follows:
(a) if you paid by payment card, we will refund you on the payment card;
(b) if you paid by Advantage points we will refund you on your payment card or send you a cheque or give you the equivalent in Advantage points.
Refunds for products purchased under a promotional offer will be based on the terms of the promotional price. Your statutory rights are not affected.
4.2. In the event of a refund, all Advantage points received for the purchase of a refunded product will be removed from your Advantage account.
4.3. Please see note 2. concerning goods refused on delivery.