Refund Policy

When we refund, how the money gets back to you, and what happens to the delivery charge.

Refunded to the original payment method
We never ask for a PIN or OTP

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This page explains how refunds are handled. It works alongside Happy Return, which covers what can be returned in the first place.

01When a refund applies

We refund an order, or part of it, where:

A product arrived damaged, expired, incorrect or missing, and you do not want a replacement.
We cancelled your order — for example the item went out of stock after you ordered.
You cancelled before dispatch on an order that had already been paid online.
An approved return under Happy Return is completed and you chose money back rather than an exchange.
You were charged online but the order was never created.

02How the money comes back

It depends on how you paid in the first place.

Online payment — refunded to the original card or wallet used at checkout.
Cash on delivery — there is nothing to reverse, so we agree a method with you, usually a transfer to your mobile wallet or bank account.
Where the original method can no longer receive the money, we will arrange an alternative with you directly.

We never ask for a card PIN, an OTP or a wallet PIN to process a refund. Anyone asking for those is not us.

03What happens to the delivery charge

If the problem was ours — a damaged, wrong, missing or expired item, or an order we cancelled — the delivery charge is refunded along with the product.

If you cancelled or returned a sealed item because you changed your mind, the delivery charge covers a journey that already happened and is not refunded.

Where a delivery failed because the address or phone number given was incorrect, the delivery charge is not refunded.

04Partial refunds

Where only part of an order is affected, we refund that part rather than the whole order. The rest of the order stands.

If a coupon discount applied to the order, the refund is calculated on what you actually paid after the discount, not the pre-discount price.

A coupon used on a refunded order cannot always be reissued — its own conditions apply.

05How long it takes

We start a refund once the return is approved, or immediately when we are the ones cancelling.

After that, how quickly it reaches you depends on your bank or wallet provider rather than on us — card refunds in particular can take several working days to appear on a statement.

If a refund we have confirmed has not arrived within a week, call us with your order number and we will trace it.

06What is not refundable

Opened or partly used consumables, unless they were damaged, expired or incorrect on arrival.
Complaints about natural variation in colour, texture or aroma.
Items reported to us more than 24 hours after delivery, where the parcel arrived in good condition.
Delivery charges on orders cancelled or returned by choice rather than because of a fault.