Established 1963 - Shipping worldwide since 1975

Returns and Damages

Our 100% Satisfaction Guarantee

If you are unhappy at all with your products and it has been less than 28 days since you placed your order, we would gladly accept return of the goods and will provide you with a full refund of the items. Have you had an adverse reaction to the product? If so, please contact us before returning it. Please visit the Contact Us page here.

Our Conditions

It is critical that you can answer YES to these questions

  • Are the items in your possession?
  • Are all of the products in their original undamaged packaging?
  • Are all of the products unopened, unused and the seals fully intact?
  • Did you order the items less that 28 days ago?

If the answer to any of these questions is NO then please call us our telephone number in our Contact Us section and we will do our utmost to help.

Shipping costs on returns

For all goods returned where there is no fault with the goods, the entire shipping costs pertaining to the return will be borne by the customer.

Shipping costs for goods returned by couriers due to failed delivery attempt(s)/non collection of goods by the customer at the courier depot will be borne by the customer.

Our Procedure

It is very important to follow the returns procedure. It will help us process your request faster and ensure that we can refund your money as soon as possible.

Returns Label and Mandate

Please click the link below to download our returns mandate. Please ensure you complete the Mandate and return it back to us with the products. An incomplete mandate may delay the refund.

PDF logoDownload the Returns Mandate

(Having trouble downloading this link? Download Adobe's free PDF reader here.)

Packaging the Items

Re-pack all of the items you want to return into the original box, pack with the filler provided to ensure that the items are protected in transit. Re-seal the box well with tape and stick the returns label with the Returns Number over the original postal address label on the box.

If you no longer have the original packaging please use an appropriate substitute and ensure that the items are packed with suitable filler to protect them.

Please note that any items that are damaged in transit will be ineligible for a refund. It is therefore important that you take great care in packing all of the items. Jiffy bags or envelopes do not provide adequate protection.

Posting the Items

The parcel must be sent back to us via Royal Mail 1st Class Recorded Delivery. We cannot be held responsible for items lost or delayed in the postal system. It is critical that you obtain Proof of Postage.

Please send any returns to the following address:

Return Address

37 Broughton Street,
Edinburgh
EH1 3JU

Receipt of Items

As soon as we have received the items, we will process the parcel and confirm that each of the items are in the same condition they were when dispatched. They must comply to the following rules.

  • All of the products are in their original undamaged packaging.
  • All of the products are unopened, unused and the seals fully intact.

Please note that any items that do not comply with the above rules will be ineligible for a refund.

Damaged Items

Your parcel will be packed as carefully as possible but damages can occur when couriering goods. You have the right to refuse a parcel if it appears damaged.

When you accept a damaged parcel you take on certain obligations:

  • To record any damage and provide photo evidence of the specific damage.
  • To make a member of the Webshop team aware of what item’s were lost to damage and their value.

Please contact the WebShop as soon as possible with a clear photo of each damaged item, and an account of what proportion of each was lost to damage (e.g. 50g of Plums or two out of eight Bananas’).

If you call or email us we will always do our utmost to help.

Returns - Refund of Payment

When all of the items are confirmed as being in the correct condition then we will gladly process your refund.

Please note that we will only be able to refund the cost of items returned. We will not be able to refund any postage paid at the time of ordering or any postage costs incurred in returning the items. If you have qualified for Free Delivery of any kind we reserve the right to deduct the original postage cost to us from your final refund.

Damages - Refund of Payment

When photos have been received and it is clear what was lost to damage we will gladly process your refund.

Debit/Credit Card Payments

The refund will be applied to this card for the amount of the products returned. Refunds cannot be processed to any alternative cards and no cheque payments will be made for items paid for by cards.

Replacement of Products

If you have requested a replacement for an unwanted or damaged product, the replacement will be sent after we have received the return of the original product. We are unable to send out the replacement until we have received the original items.