Return & Refund Policy

Return window

Where a return is permitted, it must be requested within 30 days of delivery. Contact us with the order reference and the reason before shipping anything back.

Condition requirements

Goods must be unopened and in their original packaging with all labels and seals intact, and accompanied by the documentation supplied. Partly used containers cannot be accepted for safety and traceability reasons.

Non-returnable items

The following cannot be returned: hazardous or controlled substances once dispatched, custom-synthesised or made-to-order products, temperature-sensitive materials, and goods stored outside our recommended conditions after delivery.

Nothing here limits your rights where goods are defective, not as described, or damaged in transit.

Return freight

Where the return is due to our error, or to a quality or specification issue, we cover the return freight. In other permitted cases the return freight is the buyer’s responsibility. Any return shipment must comply with dangerous-goods transport rules.

Refund method and timeline

Refunds are issued to the original payment method after the returned goods have been received and inspected. Please allow 5–10 business days after inspection for the refund to be processed; bank or payment-provider timelines may add to this.

Where the original goods cannot be replaced, the refund covers the value of the goods. Freight and third-party charges already incurred are refunded only where the return is due to our error or to a quality issue.