Returns & refunds

30 days to change your mind

Send anything back unopened and unused within 30 days of delivery for a full refund, including the standard delivery you paid. You do not have to tell us why. Return postage on a change-of-mind return is yours to cover unless the item is faulty or we sent the wrong thing.

Faulty, or damaged in transit

Tell us within 14 days of delivery and we cover the return postage and send a replacement or a refund, whichever you would rather have. Photographs speed it up but are not required — we are not going to make you prove a split sack.

If a fault appears later than that, you still have rights under the Consumer Rights Act 2015 and we will honour them. Contact us with the order number and a description of what has gone wrong.

How to start a return

1. Get in touch through the contact form or on 01902 000 118, with your order number.
2. We will confirm the return address and, for faulty or wrongly-sent items, email you a prepaid label.
3. Pack the item so it survives the journey back — the original outer packaging is ideal, but any sturdy box is fine.
4. Send it, and keep your proof of postage until the refund lands.

Refunds go back to the original payment method within five working days of the goods reaching the warehouse, and we email you when we process it. Your bank may take a further few days to show it.

What we cannot take back

• Opened containers of chemicals, cleaning products or anything else hazardous. Once a seal is broken it cannot be resold or safely carried by a courier.
• Products cut, mixed or made to your specification.
• Anything used beyond what is needed to check it — the test is whether you have done more with it than you could have in a shop.
• Sealed hygiene lines where the seal has been broken.

None of this limits your rights if the product turns out to be faulty. A faulty product is a faulty product whether the seal is broken or not.

Bulk and trade orders

Pallet and multi-case orders are returnable by arrangement. Contact the trade desk first so we can book a collection rather than have you post twenty sacks back one at a time. Bespoke bulk orders brought in specifically for you may carry a restocking charge, which we will always tell you about before you commit.

Your legal rights

For most online orders the Consumer Contracts Regulations 2013 give you 14 days from delivery to cancel and a further 14 to return the goods. Our 30 days window is deliberately longer than that and sits on top of it rather than replacing it. Nothing on this page affects your statutory rights, including those under the Consumer Rights Act 2015.