Returns & Refunds Policy (Physical Products)

If something is not right with your order, please contact us using the form below. We are here to help.

Changing your mind

For eligible online purchases, tell us within 14 days of receiving your goods if you wish to cancel. You then have another 14 days to send them back. You do not need to give a reason. You may inspect goods as you would in a shop. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

Our additional 30-day returns offer

We also accept eligible physical products returned within 30 days of delivery if they are unused, in their original condition and in their original packaging where applicable. This additional offer does not limit your statutory rights.

Hygiene products

The change-of-mind exception applies to sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery. This may include sealed earplugs and oral-use chewelry. It does not automatically exclude unopened products or all sensory ear protection. Your rights for faulty or incorrectly described goods still apply.

Damaged, faulty or incorrect items

Please contact us as soon as you notice a problem, with your order number, a description and photographs where possible. There is no seven-day reporting limit on your statutory rights. We will arrange an appropriate refund, repair or replacement in line with your rights and cover reasonable return postage where required.

How to return an item

  1. Use the contact form below to tell us your order number and that you wish to return an item. A reason is optional for an eligible cancellation.

  2. We will provide the return address and practical instructions. Our reply is not a condition of your right to cancel within the statutory period.

  3. Pack the item securely and send it back within the applicable return period. Keep proof of postage.

For change-of-mind returns, you pay the direct return postage cost. This does not apply where we are responsible for those costs, including eligible faulty or incorrect goods.

Refunds and delivery charges

Refunds go to your original payment method. For an eligible statutory cancellation, we refund within 14 days of receiving the goods back or receiving evidence that you have sent them back, whichever is earlier. Bank processing time may vary.

When you cancel an entire order under your statutory cancellation right, we also refund the standard outbound delivery charge. Any extra paid for a premium delivery service above the standard option is not refundable. For returns under our additional 30-day offer outside statutory cancellation rights, original delivery charges are not refunded unless required by law.

Sale, clearance and sample items

Your statutory rights also apply to sale, clearance, sample and seconds purchases. Any known imperfection will be described before purchase. Buying an item with a disclosed imperfection does not remove your rights for a different, undisclosed fault.

Exchanges

Contact us to ask about an exchange. Availability and applicable hygiene restrictions will determine the options.

Lost or missing parcels

If your parcel has not arrived within the expected timeframe, please contact us. We will investigate and arrange the appropriate next step.

Need support?

Use the form below if you have a question or need help with a return. This policy covers physical products and does not affect your statutory rights.