Refunds & Returns

Last updated 22 September 2026.

Changing your mind

For online purchases, notify us within 14 days after receiving your goods if you want to cancel. You then have a further 14 days to send them back. Email theteam@customersupport.care with your order number. You may inspect the goods as you would in a shop. We may deduct for loss in value caused by handling beyond what is necessary to inspect them.

You pay the direct cost of a change-of-mind return. Contact us for the correct return warehouse address before posting anything. Please package the goods securely and keep proof of postage. Original packaging is helpful but is not a condition of your statutory cancellation rights.

Our additional voluntary policy also accepts returns within 15 days of purchase, with original packaging and proof of purchase. It does not shorten or replace the statutory periods above.

Your refund

We refund the goods and the cost of the least expensive standard delivery offered with your order. Any extra cost you chose for express delivery is not refunded for a change of mind. We aim to process a return within 24 to 48 hours of receiving it, and make the statutory refund within 14 days after receiving the goods or evidence that you sent them back, whichever is earlier. Refunds go to the original payment method; store credit is available only if you choose it.

Faulty, damaged or incorrect items

Your rights under the Consumer Rights Act 2015 apply. Goods must match their description, be of satisfactory quality and be fit for purpose. You normally have a 30-day short-term right to reject faulty goods. Contact us about any fault, missing item, transit damage or incorrect item and we will arrange the applicable repair, replacement or refund. We cover reasonable return costs for faulty or incorrect goods. Photographs can help us resolve a problem but do not remove your legal rights.

Cancelling before dispatch

Contact us as soon as possible if you need to change or cancel an order. Cancelling before dispatch is free. If an order has already shipped, your cancellation and return rights still apply.

Starting a return

Email theteam@customersupport.care with your order number and the item you wish to return. This policy covers purchases from this website; contact the retailer for purchases made elsewhere. If you are unhappy with our response, use our complaints process. Nothing here restricts your statutory rights.