Refunds and Returns

Last updated 24 September 2026.

Faulty, damaged or not as described

If goods arrive faulty, damaged, wrongly supplied or not as described, contact theteam@customersupport.care with the order reference and a description of the problem. We will provide the remedy required by UK consumer law and cover reasonable return costs where the goods are faulty or incorrectly supplied.

Statutory cancellation for online orders

For most goods bought online, a UK consumer may tell us they are cancelling within 14 days after receiving the goods, then return them within a further 14 days. Exceptions can apply, including sealed goods that are not suitable for return for health-protection or hygiene reasons after they have been unsealed.

To cancel, email us with the order reference and a clear statement that you are cancelling. Keep the goods in reasonable condition. You normally pay the direct return cost for a change-of-mind cancellation. We may reduce a refund for handling beyond what is needed to establish the nature, characteristics and functioning of the goods.

The shop's additional policy

The shop may also accept unused goods in their original packaging under its published change-of-mind process. This additional policy never reduces your statutory rights. Where the statutory rules provide a better remedy or longer effective period, they prevail.

Orders not yet dispatched

Contact us as soon as possible if you need to change or cancel an order. If a statutory cancellation right applies, no separate cancellation or processing fee is charged for exercising that right.

Refund timing

Approved refunds are sent to the original payment method. We make the refund within the period required by law; your card or payment provider may take additional time to show it.

Start a return

Email theteam@customersupport.care before sending goods so we can provide the correct return address and instructions.