Returns & Product Concerns

Which One Are You?

Change Of Mind — 14 Day Window

Tell us within 14 days of receiving your order, then send the item back within 14 days of telling us.

Items returned this way should be:

• Unused, with the product seal intact
• Complete with components, accessories and packaging
• In resaleable condition

For eligible change-of-mind returns, the customer is responsible for the cost of returning the item unless otherwise stated. We recommend a tracked service.

Original shipping costs are non-refundable unless the return is due to a fault or an error on our side, or where applicable consumer law requires them to be refunded.

Opened Products

Adhesives, sprays and applicators are hygiene-sensitive, so opened or used items don't usually qualify for a change-of-mind return.

That's separate from a genuine product concern. An opened product can still be reported, reviewed and inspected.

Opening the outer box to look at what you've bought doesn't affect a change-of-mind return, as long as the product seal is intact and the item is unused.

Product Concerns

If something isn't right with a product, tell us. Contact our Customer Care Team and we'll look into it with you.

To understand what happened and find the most appropriate solution, we may ask for details about the product, order, batch, use, application and storage, along with photos or a short video. In some cases we may ask for the product to be returned so we can inspect it.

A reported concern does not by itself confirm a product fault. We assess every case individually and aim to reach a fair and appropriate outcome.

Where we ask for a product to be returned for assessment, we'll provide the return instructions and confirm the return-cost arrangements for that case.

How It Works

1. Contact Customer Care
2. Tell us what happened
3. Share any information we ask for
4. We review the concern
5. We inspect the product if needed
6. We agree the most appropriate resolution

We don't decide the outcome before the review is done, and we always explain what we found.

Goodwill

From time to time we may offer a goodwill resolution such as store credit, a discount, a replacement product or another appropriate gesture.

Goodwill resolutions are considered case by case and may take into account order history, the circumstances of the concern and the information available. A goodwill gesture is offered as a courtesy and is separate from the outcome of any assessment.

Shopping from Outside the UK

If you're buying from outside the UK, some parts of our returns and customer-care process may vary depending on the destination and the circumstances of your order. We'll give you the right guidance for your order, and local consumer rules that apply where you live still apply.

International orders placed before 14 August 2026 shipped with Royal Mail and are handled under the Royal Mail terms in our Shipping Policy. Orders placed from 14 August 2026 ship with UPS.

The Detail