For information on how to make a return please visit our Care Page
1. Introduction
1.1 We understand that from time to time you may wish to return a product to us.
1.2 We have created this policy to enable you to return products to us in appropriate circumstances.
1.3 This policy shall apply to all of our customers, irrespective of their geographical location.
1.4 This policy shall apply to all orders submitted through our website.
1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
2. Returns
2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
(a) we receive the returned product from you within 365 days following the date of dispatch of the product to you;
(b) the returned product is unused (other than handling by you, to establish the nature, characteristics and functioning of the product, in accordance with the sort of handling that might reasonably be allowed in a shop);
(c) the returned product is in its original packaging (with any seal or shrink-wrap intact) and with any labels still attached;
(d) any care kits, care cards, redemption cards and other accessories that were supplied with the product are returned along with the product unused and, in the case of redemption cards, unredeemed;
(e) the returned product is in a condition enabling us to sell the product as new;
(f) you comply with the procedure set out in this policy in relation to the return of the product; and
(g) none of the exclusions set out in this policy apply.
3. Returns procedure
3.1 In the case of returns within the United Kingdom, you must visit www.royalmail.com/returns in order to take advantage of your rights under this policy. The returns procedure is explained in full on that website.
3.2 In the case of returns from outside the United Kingdom, you must contact us for details of the applicable returns procedure.
3.3 We will pay the costs associated with the return of products from within the United Kingdom in accordance with this policy. You will be responsible for paying the costs associated with the return of products from outside the United Kingdom in accordance with this policy.
4. Exclusions
4.1 The following types of product may not be returned under this policy:
(a) any product made to your specification;
(b) any product made to order;
(c) any product personalised or adapted for you; or
(d) gift vouchers.
5. Refunds
5.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
5.2 We will also refund to you the original delivery charges relating to the returned product.
5.3 We will not refund to you any costs you incur in returning the product to us except as specified in Section 3.
5.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
5.5 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.
6. Improper returns
6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) we will not refund the purchase price or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.