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Returns & Refunds Policy
All returns require an approved Return Authority issued by us. You can contact us to ask for a Return Authority by emailing firstname.lastname@example.org and including:
- A description of the issue
- A copy of the original invoice or receipt
- Photo’s of any damage or fault
- Photo’s of any damage to the packaging
If we approve the Return Authority then it will be sent to you via email. Please follow the included instructions and include a copy of the Return Authority with the returned goods.
Alternatively, you may bring the items into the store including all items listed above and discuss it directly.
FAULTY AND DAMAGED PRODUCTS
If goods are damaged or faulty on arrival then please contact us within 2 business days of the goods arriving. Once this period has elapsed then we cannot claim for damaged goods in transit and the manufacturers warranty will apply for any product faults.
We will in the first instance attempt to repair or replace damaged or faulty items. If an item cannot be repaired, replaced or a suitable alternative product provided then we will provide a refund.
If an item is received that is past it’s Best Before or Used By date and this was not made clear in the sales process, then it may be returned as if it were a damaged or faulty product. Please note: items marked as "Reduced" or "Run-Out" should be assumed to potentially be close to or past their Best Before or Used By date. Items exhibiting a Used By mark, will not be sold past the specified date and will be considered faulty.
The costs associated with the return of faulty or damaged items will be borne by us but must use the courier or delivery method that we specify with the Return Authority. Upon receipt of the damaged or faulty goods and confirmation by us of the fault or damage, we will refund the courier costs you have incurred.
CHANGE OF MIND
If you change your mind about your purchase and would like to exchange it then please contact us within 14 days of receiving your goods.
Since not all items are re-saleable once they leave our custody, the following items will not be accepted for refund or exchange due to change of mind:
- Food items and items for internal consumption
- Items with damaged packaging.
- Damaged items (not claimed as Faulty and Damaged Goods).
- Items designed for use on the skin, hair or body that have a broken manufacturers seal or no seal at all whether in place when delivered or not.
- Items sold at 20% or more off the normal or recommended retail price.
- All items sold past their Best Before date if this has been made clear during the sales process normally through or associated with a reduction in price.
Store credit will be provided for items returned with an approved Return Authority and all shipping and delivery costs will be borne by you.
If a product is mis-represented on our web site due to incorrect or misleading product descriptions and details and the mis-representation is clear, unambiguous and contrary to the product that you receive, and the mis-representation material in nature (e.g. the mis-representation impacts the use or intended purpose of the item) then we will provide a refund, exchange or store credit.
Please note however that product images are not a good indication of a product and that the size, shape or colour of the image may appear different on the screens of different devices. In addition cosmetics and hair colouring often appear differently in images than in real life. We will not provide a refund, exchange or store credit for minor differences to the images displayed on the web site if the item has been opened or otherwise damaged.
Additionally products with changed packaging, rebranding etc will not be considered a mis-represented item.
ALLERGIES, INTOLERANCES AND SENSITIVITIES
We provide information on our web site to help you narrow down your choice and make the shopping process easier. Please ensure that you have read and understood “Allergen Information Statement” before making your purchase and read the manufacturers labels and web site information before using products. Although we endeavour to provide as much information about a product as we can through our website, the manufacturer or brand is the authority on the product and their website should be consulted directly.
A product that aggravates an allergy, intolerance or sensitivity is not necessarily a faulty product unless it contains an component that the manufacturer says it does not. For this reason we will not provide refund, exchange or store credit for used items if they aggravate an allergy, sensitivity or intolerance unless they are in some other way faulty or contrary to the manufacturers claims. Additionally we reserve to right to refer any allergen or intolerance claims or concerns to the manufacturer directly for resolution.
We normally ship within 1 business day (chilled products excluded).
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