Returns and Withdrawal

1. Your right to withdraw

You have the right to withdraw from your order within 14 calendar days, without giving a reason and at no cost beyond what is set out in section 5.

The period starts on the day you, or a third party you nominated other than the carrier, take physical possession of the goods. Where an order is delivered in more than one parcel, it starts when you receive the last one.

2. How to exercise it

Tell us by a clear statement before the deadline expires, in any of these ways:

• by email to «FILL IN: email address»
• by telephone on «FILL IN: telephone»
• by post to «FILL IN: address»

You may use the model form in section 7, but you do not have to. It is enough that you send your statement within the period — the goods do not have to have arrived back by then.

3. Products that are excluded

Some products are excluded from the right of withdrawal only once they have been unsealed, for the protection of health or for hygiene reasons. While the seal is intact, you can return them normally.

• Food supplements and vitamins — returnable sealed; not once opened (hygiene).
• Creams, cosmetics and skincare — returnable sealed; not once opened (hygiene).
• Sunscreen and personal hygiene products — returnable sealed; not once opened (hygiene).
• Baby teats, bottles and breastfeeding items — returnable sealed; not once opened (hygiene).
• Wound care products and dressings — returnable sealed; not once opened (hygiene).
• Medical equipment (e.g. blood pressure monitors) — returnable once opened too, if complete and in resaleable condition.
• Goods liable to deteriorate rapidly or requiring refrigeration — not returnable.

This exclusion does not affect your rights where a product is defective — see section 6.

4. Sending the goods back

Send or hand the goods back without undue delay and in any event within 14 days of telling us you are withdrawing, to: «FILL IN: returns address».

Please include your receipt or order number. You are liable only for any diminished value resulting from handling beyond what was necessary to establish the nature, characteristics and functioning of the goods — that is, what you would have done in a physical shop.

Return postage: «FILL IN: who bears it — if the customer bears it, this must be stated EXPRESSLY here and before the order, otherwise the store bears it»

5. Refunds

We refund all payments received from you, including the delivery costs (other than the extra cost if you chose a delivery method more expensive than the cheapest one we offered), without undue delay and in any event within 14 days of the day we are informed of your withdrawal.

We may withhold the refund until we have received the goods back, or until you supply evidence of having sent them, whichever is earlier.

We refund using the same means of payment you used, unless we agree otherwise. You incur no fee as a result of the refund.

6. Faulty or wrong items

These are separate from withdrawal and apply even to the products in section 3.

If an item is faulty, was damaged in transit, or is not what you ordered, contact us. We are liable for any lack of conformity that appears within two years of delivery. We will arrange repair, replacement or a refund, at our cost for shipping.

There is no 24-hour or other short notification deadline. Please tell us as soon as you can, but that is not a condition of your rights.

7. Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To «FILL IN: company name, address, email»:

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

1. Order number: ______________________
2. Goods: ______________________
3. Ordered on / received on: ______________________
4. Name of consumer: ______________________
5. Address of consumer: ______________________
6. Signature (only if this form is notified on paper): ______________________
7. Date: ______________________

8. Complaints

If you are not satisfied with how your return was handled, see the alternative dispute resolution section of the Terms and Conditions.