Returns Information

Our Guarantee

In addition to straightforward cancellation, returns and faulty item procedures, all of which are covered in detail below, we also offer a 30 day 100% satisfaction guarantee on all of the products we sell. We do this because we want you to be completely satisfied with everything you buy from us, to the extent that if you're not then we'll happily give you your money back (for up to 30 days from delivery). All we ask is that you give us the opportunity to go over the usage instructions with you, and that you then try using the product again. If this does not remedy your dissatisfaction you may then return the used product to us at your expense and we will refund you the amount you paid for it (this amount may vary if returning the product affects any promotional discounts that were applied to the original order, or if you forget to return any free gifts supplied with the product; please see our formal terms and conditions for details).

Returns FAQ

How do I cancel an order in full if I've changed my mind?

If you change your mind before we dispatch your order, all you need to do is reply to the order confirmation email, stating that you are giving notice that you are cancelling the contract of sale for the specified order. Upon receipt of your email we will cancel your order and issue you with a refund for the amount you paid including the delivery charge. In all cases we will confirm the refund amount by email.

If you change your mind after your order has been dispatched, all you need to do is return the parcel to us within 14 days of the day you take delivery of it, enclosing a completed returns form (accessible below). You must bear the cost of the return, and you should use an insured delivery service and obtain proof of posting, in case of loss or damage en route to us. Upon receipt of the parcel we will cancel your order and issue you with a refund for the amount you paid including the delivery charge (this amount may vary if any items or free gifts have been used or are missing; please see our formal terms and conditions for details). In all cases we will confirm the refund amount by email.

How do I return part of an order if I've changed my mind?

If you change your mind and wish to return part of your order, all you need to do is return the unwanted items to us within 14 days of the day you took delivery of them, enclosing a completed returns form (accessible below). You must bear the cost of the return, and you should use an insured delivery service and obtain proof of posting, in case of loss or damage en route to us. Upon receipt of the items we will issue you with a refund for the amount you paid for them (this amount may vary if any of the items have been used, or if returning them affects any promotional discounts that were applied to the original order, or if you forget to return any free gifts supplied with the items; please see our formal terms and conditions for details). In all cases we will confirm the refund amount by email.

What happens if a product subsequently develops a fault?

The answer depends on whether the product was supplied with a manufacturer's warranty (indicated, where applicable, in the product description). If so, we will provide assistance in the form of spares, repair or replacement (determined by the manufacturer, depending on the type of product and the nature of the fault) for the duration of the warranty period. If not, we will provide similar assistance for up to six months from the date of purchase (three months for all wash mitts, microfibre products and machine polishing pads, which is deemed a reasonable life expectancy for such products). In either case the effects of normal wear and tear are not covered, nor are faults arising from misuse.

In all instances where a product develops a fault, you should notify us by email as soon as possible and then return it to us for inspection, initially at your own expense (we will refund you the cost once we receive the product and confirm that it is faulty). You should use an insured delivery service and obtain proof of posting, in case of loss or damage en route to us. Upon receipt of the product we will inspect it and decide how best to assist you in line with the two warranty scenarios described above. In all cases we will let you know the outcome by email and then return the product to you free of charge, regardless of whether it is repaired, replaced or deemed to be non-faulty.

PRINT RETURNS FORM

If you have any other questions or comments about the returns information provided above, please do not hesitate to contact us. The information provided above is a rewritten extract from our formal terms and conditions.

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