Returns & Refunds
We don’t operate a general returns service. What we do instead is put the order right — message us and we’ll sort it.
The short version
Because of what we sell, we can’t accept products back once they’ve left us. Sealed medical items can’t be resold after the seal is broken, and we have no way to verify how a product has been stored once it’s out of our hands. That applies to every item on the site.
That doesn’t mean you’re stuck with a bad order. If something arrives damaged, incorrect, or missing, message us and we’ll replace it or refund it. We’d rather fix the order than argue about it.
We’ll put it right
Message us if your order arrives:
- Damaged or broken
- Incorrect — not what you ordered
- Incomplete — something missing
- Not delivered at all
We’ll arrange a replacement or a refund.
We can’t accept returns
We’re not able to take an item back for:
- Change of mind
- Ordering the wrong item
- No longer needing it
- Any item once it has been dispatched
Please double-check your order before paying.
Before we dispatch
Orders can still be changed or cancelled up until payment is confirmed and the order is dispatched.
Message us as early as you can — once it’s gone out, we can’t recall it.
How to report a problem
- Open Help Chat as soon as you notice the issue.
- Send your order number and photos of what arrived, including the packaging.
- We’ll confirm the fix — replacement or refund — usually the same day.
Photos matter. They’re how we work out what went wrong and stop it happening again, and they let us resolve things without sending anything back and forth.
Refunds
Where a refund is agreed, it goes back to the original payment method within 14 days. Refund requests are assessed case by case — we look at what actually happened with your order rather than applying a blanket rule.
Something wrong with your order?
Message us and we’ll fix it.
Open Help ChatThis page summarises our returns position. The full terms, including order changes and cancellations, are in our Terms of Service.