Returns Policy

1. Faulty, damaged or incorrect items

If your item is faulty, damaged, not as described, or we have sent the wrong item, please contact us as soon as possible.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Customers may be entitled to a refund, repair or replacement where goods do not meet these requirements.

Please do not dispose of the product, packaging, labels, serial numbers, batch numbers or any relevant parts until we have reviewed the issue.

We may ask for photos, videos or further information to help assess the fault. In some cases, the item may need to be returned to us or inspected before a refund, repair or replacement can be agreed.

2. Retail store purchases

For items bought in store, we do not usually accept returns simply because you have changed your mind.

Most products can only be returned if they are faulty, damaged, not as described, or otherwise covered by your statutory rights. This does not affect your legal rights.

3. Online purchases

For items bought online, by phone or by other distance-selling methods, customers usually have the right to cancel their order within 14 days of receiving the goods, even if the item is not faulty. After notifying us of cancellation, customers usually have a further 14 days to return the goods.

Returned items must be unused, in resaleable condition and returned with the original packaging where possible.

We may reduce the refund if the goods have been handled beyond what is necessary to inspect them, or if their condition has been reduced by use, damage, installation, contamination, missing parts or missing packaging.

4. Products that may not be returnable unless faulty

Some products may not be suitable for return once opened, used or handled, unless they are faulty. This may include, but is not limited to:

• Nutrients, additives, liquids, powders or consumable products that have been opened or used
• Products where seals, caps or tamper-evident packaging have been broken
• Items that have been installed, wired, plumbed in, mixed, filled or contaminated
• Special order items or products ordered specifically for the customer
• Items damaged through misuse, incorrect installation, poor storage, wear and tear, accidental damage or failure to follow instructions

This does not affect your statutory rights if an item is faulty or not as described.

5. Our 30-day returns period

We operate a 30-day returns policy. This means you should contact us within 30 days of receiving or purchasing your item if there is an issue.

6. How to request a return

Please contact the store before sending anything back.

When contacting us, please provide:

• Your order number or proof of purchase
• Your name and contact details
• Details of the product
• A clear explanation of the issue
• Photos or videos where relevant

We will then advise whether the item should be returned, inspected, replaced, repaired or refunded.

Items returned without contacting us first may take longer to process and may be refused if they do not meet the return conditions.

7. Return postage and costs

If the item is faulty, damaged, incorrect or not as described, we will advise the appropriate return process.

If an online customer is returning an item because they have changed their mind, the customer is usually responsible for the cost of returning the goods unless we have agreed otherwise or the item is faulty.

8. Refunds

Approved refunds will usually be made to the original payment method.

For online cancellation returns, refunds will be processed in line with the Consumer Contracts Regulations. We may withhold the refund until the goods have been returned or evidence of return has been provided.

Refunds for faulty goods will be handled in accordance with the Consumer Rights Act 2015 and other applicable UK consumer law.

9. Contact us before returning an item

10. Your statutory rights

Nothing in this policy affects your statutory rights.

Where there is any conflict between this returns policy and current UK consumer legislation, the law will take priority.

Last updated: 8th May 2026