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We want all of our customers to have a great experience when buying from us. Ending up with the wrong product is frustrating so we have a clear and easy to follow returns policy.
We understand that there will be times when you need to return products. You can return anything you have bought for a full refund if:
We are not required to accept returns for medical products or underwear where the packaging has been opened. This is for common sense hygiene reasons and is covered by the Consumer Contracts Regulations 2013
Some goods are made to order - these are non refundable because we can't resell them. This is also provided for in the consumer contracts regulations above. If the product you are buying is made to order it will say so on the product page.
Products received without a returns form may not be refunded as we need to be able to match your returned product with your original order to make the refund.
The buyer must pay the cost of returning the goods. Please choose a trusted courier using a recorded delivery service to ensure that the goods are received.
For hygiene reasons we can’t accept returns for medical or incontinence products where the pack has been opened. Please do not return washable incontinence underwear where the packaging has been opened.
Have you ordered the wrong size or wrong product? As long as the original products are un-opened and in re-saleable condition we will happily refund you according to the criteria in the No hassle returns section.
The fastest way to do an exchange is to simply place a new order for the correct product, return the goods you want to exchange and wait for your refund to be processed through the normal procedure.
We work very hard to ensure that you receive the correct products in good condition, but errors can happen. If our warehouse has made an error and sent the wrong goods please call or email us immediately so that we can arrange replacements.
After we receive your un-opened products and returns form, we will process a refund to your original payment account. Please allow up to 14 days to see the money in your account.
If you aren’t clear about whether you can return a product or not, or would like some help starting your return, please call or email us and we’d be happy to help.
To download a returns form please click here