What can I return?
If you purchase a product and have not opened it, you can return it to us within 14 days for exchange, SMX Points or a refund. You'll need to cover the costs of return postage and for any replacement product to be sent, unless there's an issue with the product, in which case we'll cover the costs.
What happens if I've opened it?
If you have opened the product and it's not faulty, we are unable to accept a return or provide a refund.
If you have opened the product and it is faulty, we will accept a return and cover the cost of postage. However, please make contact us at firstname.lastname@example.org before initiating a return and we'll help you through the process.
How do I return an item?
Please email email@example.com with your Order ID and details of the product(s) and reason(s) for return.
We will advise you of the procedure and provide address details of where to return your parcel.
Who pays for the return?
Unless you're returning a product because of an error or fault on our part, all returns need to be paid for by you.
We advise that you use a tracked service when returning the item to us.
Please ensure that you keep your proof of return receipt until you've received an email from us confirming that we have processed and refunded you.
Requesting A Refund
Can I get a refund on any item?
All unopened or unused products are included in the policy if purchased individually, with the exception of fresh produce, which cannot be returned for food safety reasons. Products purchased as part of a bundle will only be refunded if everything that was sent out is returned.
Once the bundle has been partly opened/consumed the remaining products may not be returned. Products purchased via a third party discount voucher website/scheme may only be returned if stated in the individual offer terms and conditions.
How long will it take to get a refund?
If a refund has been requested, your credit or debit card, or Paypal account used to place the order will automatically be refunded upon us processing your return. We aim to do this within 14 days of you sending it back, but it depends how quickly we receive them.
You will be advised by email that a refund has been processed. It can then take up to five working days for your bank to credit your account. Paypal refunds normally show back in your account within two working days.
Cancelling An Order
How do I cancel an order?
The Distance Selling Regulations allow you to cancel a contract at any time up to seven days after the day you receive your order. To cancel you need to confirm in writing, by either post or email.
Orders containing fresh produce are not covered by the Distance Selling Regulations and cannot be cancelled. However, for such orders we allow cancellation up to 4pm on the same day as ordering.
If you email firstname.lastname@example.org we will give you the full details on how to returned your cancelled order.
Do I need to pay for its return?
If cancelling an order you will need to cover the costs of returning your order to us. The order must be returned in its entirety and in the original packaging. In the event that your order isn't returned in its entirety, the cost of any missing items of fresh produce will be deducted from your refund.
What will you refund me?
We will not refund your charges for returning goods to us, but if the order is returned fully, we will refund the cost of the order, including the postage costs, if you paid for postage. Fresh produce cannot be refunded.
If your complete order isn't returned, you'll only be refunded for what you do send back.
What about products purchased via voucher sites?
For products purchased via a third party discount voucher website, the terms and conditions of that website will apply unless stated otherwise in the details of the offer.
This is not intended to be a full statement of your rights under the Distance Selling Regulations. You can find a full statement at your local citizens advice bureau.