Refund policy

Quick Summary

  • 30-Day Satisfaction: Not happy with the comfort or performance? You have 30 days from delivery to request a return.
  • 14-Day Statutory Right: Under UK & EU law, you can cancel your order for any reason within 14 days of receipt.
  • Return Deductions: For Change of Mind or comfort returns, the original shipping fee and a £2.99 restocking fee will be deducted from your refund. No deductions apply to defective or damaged items.
  • Quality Issues: Report defects or damages immediately. We handle these through our central quality control process.
  • Digital Products: Due to their nature, e-books and digital downloads are non-refundable once the access link has been issued or delivered to your email address.
  • Easy Contact: Use our website contact form to submit your request.

1. 30-Day Satisfaction Guarantee

We stand behind the quality of our products.

  • The Trial: You have 30 days from the date of delivery to test our products in your daily routine.
  • The Requirement: If the product does not meet your expectations for comfort or performance, contact us via our website form to request a Return Authorization.
  • The Process: All returns must be authorized in advance. Once authorized, items must be returned in their original packaging with proof of purchase.

Please note that a £2.99 restocking fee and the original shipping charge will be deducted from your refund for Satisfaction returns.

2. UK & European Statutory Rights (14-Day "Cooling Off")

In accordance with the UK Consumer Contracts Regulations and EU Consumer Law, you have the right to cancel your order within 14 days of receiving your goods for any reason.

  • To exercise this right, you must notify us via our contact form within the 14-day window.
  • In line with statutory rights, items must be in their original condition. While you are entitled to "handle" the goods as you would in a retail shop (trying them on for fit), we reserve the right to reduce your refund if the items show signs of excessive use or damage.

Please note that the original shipping fee and a £2.99 restocking fee will be deducted from your refund for statutory cancellations made on a Change of Mind basis.

3. Damages and Quality Issues

Please inspect your order upon arrival. If an item is defective, damaged, or you received the wrong product:

  • Reporting: Contact us immediately through our website form.
  • Evaluation: Once we receive your initial request, our support team will contact you for further details and evidence (including photographs) to evaluate the issue.
  • Inspection: Verified manufacturing defects must be shipped to our Central Quality Control Hub for formal inspection before a replacement or refund is authorized.

No deductions will be made to your refund for verified defective or damaged items — you will receive a full refund.

4. Exceptions / Non-Returnable Items

For the health and safety of our customers and the integrity of our inventory, the following cannot be returned:

  • Personal Care & Hygiene Goods: Any items where the protective seal has been broken or hygiene has been compromised.
  • Gift Cards: Non-refundable and cannot be exchanged for cash.
  • Digital Products & E-books: Due to the nature of digital content, e-books and other digital downloads are non-refundable once the download link has been issued. By purchasing, you acknowledge that you gain immediate access to the content and waive your statutory 14-day right of withdrawal once the delivery email has been sent.

5. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

6. Shipping and Refunds

  • Return Shipping: For Change of Mind or Satisfaction returns, the customer is responsible for return shipping costs. The original outbound shipping fee will also be deducted from your refund.
  • Faulty Goods: If an item is verified as defective, we will cover return costs and issue a full refund with no deductions.
  • Refund Processing: Once a return is inspected and approved, your refund will be processed to your original payment method. For Change of Mind returns, a £2.99 restocking fee and the original shipping charge will be deducted. For defective items, no deductions apply. This usually takes only a couple of working days as payment providers need to process the refund.