Returns policy

Do you want to return your order?

It doesn’t happen often but in the unlikely event you’re unhappy with your order and want to return it that’s no problem! Just contact our customer service representatives and they’ll help you with the returns process. There’s a couple of things to check first:


You can return an item provided:

  • It’s complete and is unopened in the case of food (supplements) –this is for health protection and/or hygiene rules if the seal is broken after delivery.
  • The product has been damaged within the warranty period.
  • For clothing, the original label must still be attached to the item.

Warranty periods

As a customer, you have legal provisions regarding warranty for each purchase stating that the product is or does what you would reasonably expect it to be or do. With fitness equipment, blenders and electronics you also get a two-year manufacturer warranty. This manufacturer warranty doesn’t nullify the earlier legal warranty.


Items that can't be returned:

  • Credits or discount coupons can't be exchanged for money.
  • Products that can perish within the cooling-off period can't be returned.


How do returns work?

  • Contact our customer service
  • You’ll receive a return form and RET number by email from us
  • Add the completed return form to the package
  • Mark the RET number clearly on the box
  • Pack your order well so that it arrives back to us in good condition
  • Drop it off at a DPD Pickup shop
  • You’ll receive a proof of shipment upon delivery – keep it safe!

Return fee

There’s a £3.50 fee for the shipping costs of any return, with the following exceptions:

  • You’ve received an incorrect product.
  • The product has been delivered damaged.
  • The product has passed the expiration date.

Payment obligation

Exercising your right of return doesn’t nullify any payment obligation. You must still pay within the set term, with the following exceptions:

  • You’ve received an incorrect product.
  • The product has been delivered damaged.
  • The product has passed the expiration date.

Exchange

Unfortunately, it’s not possible to exchange products, with the following exceptions:

  • You’ve received an incorrect product.
  • The product has been delivered damaged.
  • The product has passed the expiration date.

No shipping costs

You don't have to pay shipping costs for the exceptions below:

  • You've received an incorrect product.
  • The product has been delivered damaged.
  • The product has passed the expiration date.

Right of return

You’re welcome to exercise your right of return of any item within 14 days of receiving it, regardless of the reason. If you wish to return any item, please contact our customer service at [email protected] to initiate the process. We reimburse by the same payment method used for the original transaction, and will process your refund once we’ve received your item.


How do you exercise your right of return?

You can contact our customer service via e-mail or webform. However, you can also exercise your right of return by sending us a letter, or download the return form here. Then follow the steps below:
  • State your order number and the products that you wish to return.
  • You'll receive an e-mail with a confirmation of the return request, a return form and a RET number.
  • Then add the completed return form with the package.
  • Pack your order well, so that it arrives in good condition.
  • Then drop it off at a DPD Pick up shop.
  • Please note: always keep the proof of shipping with the Track & Trace code!

Template form

Using the template you can also state that you wish to exercise your right of return. This is not mandatory for you, because the right of return also applies without this form. You can download the template form here.


Haven't you been able to find the answer to your question? View our frequently asked questions or contact our customer service!