If you have received a damaged item, we would ask you not to refuse delivery, but to accept it and contact us immediately as refusal of the parcel will result in a delay to your entire order as we will not be able to send any possible replacements until the courier has returned the refused one to us and this can be slower than many people realise.
We try extremely hard to prevent any damage to your goods during transit, and all of our products are thoroughly inspected before they are packed and shipped.
So that we can resolve the issue as swiftly as possible we ask that you contact us and kindly provide the following information:
- Your order number
- Which product is damaged
- The type of damage
- Did the package arrive intact and fully sealed?
We may require photographic evidence of the damage so that this can be sent to the relevant department. This will need to be received within 48 hours of your delivery.
We may need to collect the damaged item(s) from the delivery address, or on occasion may ask that you return them to us, for which you will be reimbursed. Please do not return damaged items without prior authorisation. Failure to provide this information or allow us to collect the goods may result in your claim being rejected. If you receive a damaged tub/pouch, but the seal is still intact please do not open it as this will be deemed as acceptance of the order.
Once we have received the photo(s), if requested, we will attempt to resolve the situation swiftly. We are unable to refund, credit or exchange any damaged items until proof of damage has been verified.