Returns Policy

Our Returns Policy forms part of and must be read in conjunction with our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 24/02/2022. It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.

Before attempting to return an order you will need to contact our customer service team with your order number to request a returns authorisation number. Without this number it can be difficult to process your return meaning the process may take longer.

Strictly no refunds or exchanges are offered on any opened non-faulty items, due to hygiene and health and safety reasons as set out here on the Trading Standards Institute Business Companion website on Distance Selling. READ HERE.  

Our Returns Policy is an integral part of, and must be considered in conjunction with, our Terms and Conditions of Sale. We reserve the right to modify this Returns Policy at any time. This Returns Policy was last updated on 11/05/2015.

Please inspect your order or items upon receipt and before using them. If any errors occur or issues arise, report them to us immediately for investigation.

Before attempting to return an order or item, contact our customer service team to request a returns authorisation number. Without this number, processing your return may be difficult and take longer.

Your statutory rights
Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government's website at: or contact Consumer Direct, the Government-funded consumer advice service on 08454 04 05 06.

Right to Cancel
You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent by post). You may use the example model cancellation form below, but it is not obligatory.

Please ensure that the items you are returning are unopened and in their original packaging. Unwanted goods must be in pristine condition with any retail seals unbroken.

Missing Items:
If your order is delivered with missing products that were not included in your order upon arrival, you must notify our customer care team within 48 hours of receiving your order. Failure to comply with this timeframe may result in our team being unable to investigate the matter further, and we reserve the right not to send out any missing items.


Refunds (If Applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received the item(s). We will also inform you of the approval or rejection of your refund based on the condition of the returned items.

If your refund is approved, we will process it using the original payment method less the original shipping fee you used when placing the order with us. Please allow between 7-10 working days for the refund to be confirmed by our team. We are not responsible for the return of your items, and if they are lost in transit, we cannot refund you for the items. Therefore, we recommend using a trackable service for any returns.

Please note that if there is an issue with your order, you must provide an image of the packaging your parcel arrived in, the label found on the box, and the products you received. Without this information, our warehouse team/couriers will be unable to investigate the matter for you and offer you a refund or replacement.


We cannot refund any item if:

  1. The item is not in its original condition, is damaged or has missing parts for reasons not attributable to our error.
  2. The item is returned more than 30 days after delivery. This does not apply if there have been delays in the item coming back to us, as long as we can see on the tracking information that the return was initiated before the time given.
  3. Any items are returned to us without prior agreement and become lost in transit, never reaching our Returns department. We hold no responsibility for such items and will not issue a refund.
  4. We cannot accept any opened products returned that have been delivered to you, whether used or unused, for hygiene reasons.

Late or missing refunds (if applicable):

If you have not received a refund within 7-10 working days of our team confirming it, please take the following steps:

  1. Check your bank account again.
  2. Contact your credit card company, as it may take some time before your refund is officially posted.
  3. Contact your bank or PayPal. There is often some processing time before a refund is posted. The duration depends on how long your bank takes to process the transaction, but they should be able to confirm that the payment is being processed even if the money does not yet show in your account.

If you have followed all of these steps and still have not received your refund, please contact us at


Returned/Missed Order:
Please note that if we need to arrange a replacement for a product or resend your entire order due to a missed delivery, we will charge you for the shipping costs associated with the redelivery. As the customer, you are responsible for tracking your order and ensuring you are available to receive the delivery. However, if the missed delivery is due to our error, no additional charges will be requested for resending the order.

Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange a damaged or defective item for the same product, please make our team aware by sending an email to If you would like to exchange an unopened product for a different item in our range and return the original product, we will charge you for any price difference between the products, as well as additional shipping charges for resending the new item to you.

Changed your mind about your order?:
Regrettably, our team is unable to cancel your order once it has been placed, as it is automatically sent through to our warehouse and collected by the Postal Service. If you no longer wish to receive your order or have placed it by mistake and have not yet received it, we advise you to refuse the order upon delivery to avoid incurring return fees. Alternatively, if you have the option to cancel the delivery through the tracking information, please do so. If you accept the order and still wish to return it, please note that we do not cover the return shipping costs. You can find the returns address and information listed below.

Returning Order Back to Us:

To return your products to us, please find the appropriate returns address based on the country to which you ordered. Returns will not be accepted unless you have received approval from our customer support department:

UK Returns Address:

UK, Ireland & The Rest of the World – Return of Watermans, Watermans House Farfield Park, Manvers, Wath Upon Dearne, Rotherham, South Yorkshire, S63 5DB, UK England

For any returns, we highly recommend using a trackable shipping service to monitor the parcel's return to us. You must include a note in your return outlining your name, order number, reason for return, and product name and quantity being returned so our Returns team can identify the sender.

Please return the item within a maximum of 30 days, and we will be happy to provide a full refund or replacement. We cannot guarantee that we will receive your returned item; it is your responsibility to investigate the matter with the shipping service used for the return. If the item is not received, we will be unable to refund yo.

*Please note that we do not cover any return costs (unless due to our error) or supply return slips.