Returns & refunds
Damaged or incorrect items
If an item arrives damaged, faulty, expired or is not what you ordered, we will replace it or refund you.
- Contact us within 48 hours of delivery.
- Tell us your order number and send clear photos of the item and its packaging.
- Keep the item and packaging until we have sorted it out.
We will arrange a replacement or refund at no extra cost to you, including the delivery fee where the mistake was ours.
Items we cannot take back
For hygiene and safety reasons we cannot accept returns of health and wellness products, test kits or drinks once they have been delivered, unless they are damaged or incorrect. This includes items that are unopened but no longer wanted.
Cancelling an order
- Before payment: simply do not pay; unpaid bank transfer orders are cancelled automatically after 12 hours. You can also message us to cancel.
- After payment, before delivery: contact us as soon as possible. If the order has not yet been dispatched we will cancel it and refund you in full.
How refunds are paid
Approved refunds are paid using the original payment method, usually within 5 working days of approval: by bank transfer for bank transfer orders, or back to the same card for card payments. Your bank may take a few extra days to show the money.