Returns and Refunds Policy

Section 1Scope

This policy applies to wholesale orders supplied to business buyers. It is not a consumer returns policy, and rights that apply to consumer purchases do not apply here.

Section 2When we accept a return

A return is accepted where:

• we sent the wrong product, or the shipment was incomplete against the packing list;
• the goods are faulty or defective;
• the goods were damaged in transit and the damage was reported within 24 hours of delivery with photographic or video evidence.

Section 3What cannot be returned

Cosmetics, fragrance and personal care products whose seal, protective film or packaging has been opened, tested or used cannot be returned. This is a hygiene and safety requirement, not a commercial preference, and it applies even where the goods are otherwise unused.

Change of mind is not a valid reason for return. Orders are prepared to the specification you confirmed on the quote, which is why the quote stage is where quantities and references are worth checking carefully.

Section 4Reporting a problem

Send your order number and a short description to your account contact or to [email protected]. For transport damage, include photographs or video that clearly show the outer box, the packaging and the affected goods, taken before unpacking further.

Section 5How a claim is handled

We check the report against the dispatch records, the packing list and the evidence you provide, and we come back with the outcome and the options. Depending on the case that is a replacement on the next shipment, a credit against your account, or a refund.

Where goods have to come back before the claim is settled, we tell you where to send them and confirm the arrangements in writing first. Goods returned without agreement cannot be processed.

Section 6Return freight and refunds

On a valid return, we cover the return freight. Where a return is not justified or has not been approved in advance, the freight is yours.

Approved refunds are issued to the payment route the order was paid from. How quickly the money lands depends on your bank or payment provider rather than on us.

Section 7Related pages

Delivery, Incoterms and inspection on arrival are covered in the Shipping and Delivery Policy. The wider commercial terms are in the Terms of Service.