Refund & Cancellation Policy

Cancelling before dispatch

If your requirement changes, tell us as early as possible. A confirmed order that has not yet been packed or dispatched can be cancelled without charge once we acknowledge your request in writing. The sooner you inform us, the easier it is to stop an order already being prepared.

Orders already dispatched

Once goods have left our premises they cannot be cancelled, and unopened cartons may be returned only where the items are sealed, resaleable and were not made or procured specifically for you. Return transport and any restocking arrangement are agreed with us before goods are sent back.

Damaged, short or incorrect deliveries

Please check your consignment when it arrives and report problems promptly:

• Photograph the packaging and the affected items, and note the quantity difference if a delivery is short.
• Tell us by phone or email with your order reference, the items affected and the photographs.
• We will verify the issue and arrange replacement, credit or a refund for the affected goods.

Items not eligible for return

Hygiene and consumable products that have been opened, used or stored by the customer, items bought in bulk on a specifically confirmed requirement, and goods whose condition has been affected by handling after delivery cannot be accepted back.

How refunds are paid

Approved refunds are made against the original payment arrangement, or adjusted against a running account, within a reasonable period of the return being verified. Any advance or deposit already paid for an order cancelled before dispatch is refunded in full.

Where to send a request

Write to us with your order reference and a short description of the issue. We will confirm receipt, tell us what we need from you, and keep you updated until it is closed.