A clear route from delivery to return or complaint.
This page explains statutory withdrawal, product exceptions, return costs, refunds, and how to start a request from your account.
Consumers can generally withdraw from an online purchase within 14 days after receiving the goods, without giving a reason. Specific statutory exceptions may apply.
How to withdraw
Tell us clearly that you are withdrawing within 14 days after receiving the goods. You may use the return action in your order detail or contact us through the published contact details. You do not need to give a reason.
Please identify the order and the goods concerned. Send the goods back without undue delay, normally no later than 14 days after notifying us.
Food-product exceptions
The withdrawal right may not apply to goods liable to deteriorate or expire rapidly, or to sealed goods that are unsuitable for return for health or hygiene reasons after unsealing.
We do not treat every food product as automatically excluded. Any exception is assessed against the product, its condition, and the applicable law. This does not limit rights relating to faulty, damaged, or incorrectly supplied goods.
Refund and shipping costs
We reimburse eligible payments within 14 days after being informed of the withdrawal. We may wait until the goods arrive or you provide evidence that they were sent back.
The basic outbound delivery cost is reimbursed; an extra amount paid for a premium delivery option is not. You normally pay the direct return cost unless the goods were faulty, damaged, or supplied incorrectly, or we agreed otherwise.
Complaints are separate
If goods arrive damaged, faulty, incomplete, or different from the order, describe the problem in the return request and keep useful photographs. Do not rely only on the withdrawal process.
Submitting a request records the case for review. It does not remove any mandatory consumer rights or automatically decide whether a statutory exception applies.
Official consumer information