Returns & refunds
If it isn't right, we'll put it right.
Everything we sell is surplus stock, inspected and graded before it is listed. This policy sets out what happens when something arrives that isn't what we described, and when an item can be sent back because you've changed your mind.
Effective [TO CONFIRM: date legal review signs off]
01The return window
You can ask to return an eligible item within 7 days of delivery. Contact us with your order confirmation code, the item, and the reason, and we'll reply with instructions.
Please wait for those instructions before sending anything back. A parcel that arrives unannounced can't always be matched to an order.
02When something isn't as described
If an item arrives damaged, isn't what you ordered, is missing something the listing said was included, or is in worse condition than the grade we gave it, we'll refund it in full, including any shipping you paid, or replace it if we have another unit.
Tell us within 7 days of delivery, with a photo of the item and its packaging if you can. We pay the return shipping on these, and sometimes we'll refund without needing the item back.
03Changing your mind
Items that can be resold may be returned within the window for any reason. They must be unused, in the condition they arrived, and with everything that came with them.
For a change-of-mind return you pay the return shipping, and the original shipping charge isn't refunded.
04Items that are final sale
Some items can't be restocked once they've left us, so they can't be returned because you've changed your mind. Final sale never limits the section above: if one of these arrives damaged, tampered with, past its expiry date, or not as described, it's refunded in full like anything else. Returned medicines and supplements are destroyed, never resold.
The following are final sale:
- Over-the-counter medicines.
- Dietary supplements and vitamins.
- Food, drink and other consumables.
- Anything sold as short-dated, meaning close to its expiry or best-before date.
- Personal care items once their seal is broken.
05What our condition grades mean
Every item is inspected and graded before it's listed. The grade is the standard we hold ourselves to: an item that arrives below its grade is not as described.
- Like new: unused, or indistinguishable from unused. The packaging may have been opened or marked; the item itself hasn't been.
- Good: lightly used or handled and fully working, with minor cosmetic marks that we describe or photograph.
- Fair: fully working, with visible wear or cosmetic damage that we describe or photograph. Packaging may be damaged or missing.
06Short-dated stock
Some of what we sell is close to its expiry or best-before date, which is often why it's surplus. We stop selling any item 5 days before its expiry date.
Check the date printed on the packaging when your order arrives. If anything reaches you already past that date, contact us and we'll refund it in full.
07Refunds
Once we've received and checked a returned item, or agreed a refund that doesn't need the item back, we refund the original payment method within [TO CONFIRM: refund turnaround]. Your bank may take a few more days to show it.