Returns & Refunds

Updated: 20 October 2026

Contact us first

Contact our team through the Contact page, providing your order number, the items involved and the reason for your request. Do not send a return to an address until we confirm the correct return destination.

UK consumer cancellations

For eligible online consumer purchases, tell us within 14 days of receiving the goods if you wish to cancel. You then have another 14 days to return the goods. These cancellation rights are subject to applicable legal exceptions; this policy does not remove statutory rights.

Condition and packaging

Keep original packaging and pack glass items securely. Handle items only as needed to inspect them. If handling goes beyond what is necessary, a deduction for diminished value may apply where permitted by law. Contact us before opening packaging marked sterile or sealed so we can explain any applicable return conditions.

Return delivery costs

For change-of-mind returns, you pay the direct return postage unless we agree otherwise. For an item that is faulty, damaged or incorrect, contact us so we can arrange the appropriate remedy and return arrangements.

Refunds

For eligible cancellations, refunds are made within 14 days of receiving the returned goods or evidence of their return, whichever is earlier. The standard outbound delivery charge is refunded where required; any additional premium delivery charge is not. Refunds use the original payment method. Your card provider may need additional time to display the credit.

Faulty or incorrect items

Contact us promptly with your order number and details of the issue. Where possible, include photos of damage and packaging. Your statutory rights for faulty, misdescribed or incorrect goods are unaffected.

Business purchases

Consumer cancellation rules may not apply to purchases made for business purposes. Contact us to discuss the applicable return terms.

General consumer guidance is available from GOV.UK.