This sets out when money goes back and how long it takes. It sits alongside the returns policy, which covers sending goods back.
When we refund in full
- You cancel before the order ships
- We cancel because something is out of stock
- What arrived was faulty, damaged or not what you ordered
- Delivery failed twice through no fault of yours, less the outbound charge
When we deduct the collection charge
Change-of-mind returns carry a 49 collection charge, taken off the refund.
How the money comes back
To the same method you paid with. UPI and card refunds are initiated the day we approve them; your bank then takes five to seven working days. Store credit returns to your account immediately and can be spent straight away.
Partly returned orders
You get the value of the returned items. If returning them takes the order under the free-delivery threshold, the delivery charge that was waived may be deducted, and we will tell you before processing.
Offers and store credit
An offer applied to a cancelled order is released so you can use it again. Store credit spent on a cancelled order comes straight back to your account.
If a refund has not arrived
Wait seven working days from our confirmation, then contact us through the help centre with your order number. We will send you the bank reference to trace it.