We allow our customers to return any product(s) for any reason so long as the product(s) are returned in the same condition they were originally sold in. Customers have 14 days after receiving their order to send a request to return that order.
Head over to the Contact Us page and send us a message or email us directly (firstname.lastname@example.org). Make sure to reference your order number so that we can find your order.
Once we have received your request we will send the returns address to you and then you may send your order back to us (make sure to send it back with tracking and provide us with the tracking number).
Please note: We will not pay the cost of returning an order. It will probably be around $5 to do so.
When your order has been received we will have it refunded within 24 hours. The refund will be processed back to your original payment method (your credit card/debit card etc).
Please note: We will not refund the postage fee we originally charged to send your order. This goes entirely towards the packaging materials and the courier company.
This depends on the payment processor. PayPal and Stripe usually take around 7 working days, and they will confirm directly with you that a refund has been processed.
If you paid via bank transfer then the refund will take up to 2 days at most.
If you paid with a card which has subsequently expired then you will need to contact your bank first. They can offer some advice on what to do. The worst case scenario, if you’re not able to get a refund to your card, is that we refund you directly via bank transfer. However, we prefer not to do this as we would not be refunded the card transaction fees.
You are fully covered under the Consumer Guarantees Act which means everything you order comes with a 1 year warranty as a minimum.
It is exactly the same as the normal returns policy except that we will cover all postage costs. If you require a refund we will also refund you in full (including any postage costs incurred by us).
Basically, you will either receive a replacement at no cost. Or, you will receive a full refund and not be left out of pocket at all.
Consumables and disposables are not covered as these are not expected to last 1 year.
For example, we would replace or refund a metal hook if it snapped in half when you put your coat on it – it is expected that a metal coat hook will last at least a year.
However, we would not replace or refund a derma roller if the needles became blunt through use – it is expected for this to happen as a derma roller is a disposable product.