Sometimes things don’t quite work out. We understand and in the unfortunate circumstance that you need to return your product, we’ll make it easy.
To contact us for a return, please see the contact form at the bottom of this page.
All unused and unopened products can be returned within 30 days of delivery for a full refund, no questions asked.
Our policy for changing your mind (which is fine) lasts a generous 30 days from date of delivery to you. If 30 days have gone by since your delivery, unfortunately we can’t offer you a refund or exchange.
Faulty product? Please read on.
Normally, to be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase. Your order number and name will do just fine.
To organise a return, please email and we'll take care of the rest. Do allow us 24 hours to get back to you. It won't affect the 30 day limit. It's best to do this in writing rather than by phone so we can send the label to your email and anything else you need to make it nice and easy.
There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item safe and sound. We will also notify you of the approval of your refund. If there's a problem with what you sent back (sometimes people have sent us back things we don't sell by mistake. It's nice to get a surprise like this but probably not so great for whoever sent it), we'll talk it over.
If you are approved for a full refund (this sounds like a credit card application!), then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. We will aim to complete all refunds within 7 days. It sounds like covering ourselves (to be fair, we are) but do bear in mind that the banks dictate the terms - so refund times can vary. It's usually only 3-4 working days from when we press the button to it arriving with you.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. It's amazing how often people check the wrong account.
Then contact your card company, it may take some time before your refund is officially posted. They can tell you.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us and we'll look into it at our end. In this case we'd massively appreciate it if you kept in touch. Reporting it to your card provider is your choice, but it's much better if we can deal with it and avoid a costly fine!
Sale items (if applicable)
Will also be refunded. No problems there. A bargain all around.
Exchanges (if applicable)
We only replace or fix items if they are defective or damaged due to manufacturing faults. If you need to exchange it for the same, or another item, send us an email and we will send returns instructions.
Where items are defective owing to a manufacturing fault, we will replace or refund these products.
Toothpaste Tablet refill pouches must be reported within 14 days of receipt.
Toothpaste Tablet jars must be reported on arrival or immediately notified to the courier. You'll know if a jar is broken as the courier might be trying to post it flat through your letterbox...!
For other product warranties, please see their individual item pages.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should mail it back to us.
You will be normally be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.