Returns & Refunds

Effective date: 2026-09-07

Return request window

The current online return tool accepts eligible requests within 30 days of the order's payment date. It is available after some or all of the order has shipped. It covers delivered or shipped quantities that have not already been refunded or included in another active return request.

If the online action is unavailable, or an item arrived damaged, defective, incorrect or incomplete, contact customer service. A missing button or the end of the ordinary request window does not remove rights provided by applicable law.

Condition and hygiene

Keep the item and its original packaging while the request is reviewed. Describe whether the outer package or individual seals have been opened, whether any units were used, and the quantity affected. Do not send back used hygiene products until customer service has provided specific instructions.

Ordinary change-of-mind returns and complaints about damage, defects, incorrect goods or missing goods are reviewed separately. Hygiene considerations do not waive any consumer remedy that cannot lawfully be excluded.

How to request a return

1. Open your order through your account or Track order.
2. Select the available return action, the affected items and quantities, and describe the issue.
3. Wait for the review result and the correct return address, packing instructions and postage arrangements. The company mailing address is not automatically a return address.
4. If a return is authorized, follow those instructions and keep shipment evidence.

Submission is a request for review, not an automatic approval. Contact customer service if the online tool does not cover your situation. Do not place another order assuming it will automatically be treated as a free exchange.

Support will explain any return-postage responsibility and any approved reimbursement before you send the item. Do not buy postage or send used hygiene items without those instructions. A damaged, defective or incorrectly supplied item is handled according to the facts and applicable consumer rights, separately from a change-of-mind request.

Refunds

Approved monetary refunds use the original payment route where supported. The amount is based on the payment actually captured for the approved items and any applicable tax adjustment, taking account of discounts and earlier refunds. A refund cannot exceed the refundable amount paid.

Your order shows the recorded refund status. A submitted or processing refund is not the same as money having appeared in your account. Contact customer service if you need the current status or the provider reference.

Group savings refunds and product returns are separate. A group's settlement may already have refunded part of an item's price and tax; any later approved product refund takes those earlier refunds into account.

Legally required cancellation refunds for unshipped goods follow the applicable deadline described in Shipping & Delivery; they are not held for a physical return of goods you never received.

Before shipment

Unpaid orders can be cancelled while the cancellation option is available. Paid orders may require review to establish whether the goods have been handed to a carrier. For a partially shipped order, unshipped quantities can be reviewed separately. See the current order status and contact customer service if you need help.

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