Cancellation Policy

Your right to cancel

Before dispatch, you may ask us to cancel your order for a full refund.

After delivery, eligible products are covered by our structured 90-day home trial. The home trial is for genuine product-suitability concerns and includes a brief reason, a fair trial period and one reasonable support step. See our refund policy for the full conditions.

You also have the legal right to cancel your order for any reason within 14 days of delivery, under the Consumer Contracts Regulations 2013. The home-trial conditions do not apply to that right. The details are in our refund policy.

Cancellation before dispatch

If your order has not yet been dispatched, you can cancel it for a full refund with no fees. Email us at [email protected] with your order number. We will confirm whether dispatch can still be stopped.

We dispatch orders within 48 hours, Monday to Friday, excluding bank holidays. Contact us as soon as possible. A cancellation request is not complete until we confirm it.

Once cancellation is confirmed, we refund you straight away to the original payment method. Your bank or card provider controls when it appears in your account.

Cancellation after dispatch (in transit)

If your order has already been dispatched, we cannot stop it in transit. Please accept the parcel and contact us for return instructions. Refusing delivery can delay identifying the parcel and any refund. After delivery, the conditions and return postage terms in our refund policy apply.

Cancellation after delivery

If you have received your order, contact us under our 90-day home trial or your 14-day right to cancel. Do not send the product until we confirm the request and send return instructions. See our refund policy for eligibility and instructions.

How refunds are paid

All refunds go to the original payment method used at checkout. Approved cancellations before dispatch are refunded straight after confirmation. Approved home-trial refunds are processed within 14 days after we receive and inspect the return. Cancellations under your 14-day right are refunded within 14 days of us receiving the goods, or proof that you sent them.

Your bank or card provider may take a few more days to show the refund in your account.

Orders we may cancel

We may cancel an order in rare cases, including:

• The product is unexpectedly out of stock.
• A pricing error on our website.
• Suspected fraudulent activity.

If we cancel your order, we tell you by email and refund you in full straight away to the original payment method.