We hope that you’re happy with any product purchased however, outlined below is our Returns Policy and Returns Instructions. Our full Terms and Conditions can be found here >>
Refunds will be made for any items returned which are in saleable condition, not damaged, seal not broken or opened and in their original packaging within 14 days of receiving them. All postage costs for returned items are at the customer’s expense and we strongly recommend obtaining proof of postage when sending items. Exchanges and Credit Notes will be given for items returned within 14 days of receiving them unless we notify you otherwise. If a refund is required, notification in writing from you must be received within 7 days of receiving the goods and the goods must be received by us within 21 days of you having initially received them. (Consumer Contracts Regulations June 2014).
We will refund in full the cost of the goods less the postage and packing fees or replace the items like for like, but reserve the right to withhold 20% of the purchase price if the product or packaging is in such a condition that the item is not fully resalable. This may be increased to 50% in the event an item is dirty or damaged.
All products returned must be clean & dry in compliance with the Health & Safety Act. We reserve the right to delay or refuse to process items that arrive in unacceptable condition.
We will endeavour to process returns as quickly as possible and within 7 working days of receipt however this is not guaranteed.
Damaged or Faulty Goods
Goods becoming damaged in your opinion through defective materials, poor workmanship or during carriage to you should be notified to us immediately and returned for inspection in not more than 7 days. Under no circumstances should the goods be used when damaged, as you will be deemed to have accepted the goods in their damaged condition should you do so. If possible, please attach a digital image of the fault / concern. Whilst not essential, this would assist us to expediently resolve the concern for you. Where justified, the postage and packing fees will be reimbursed.
Any orders that do not involve damaged or defective goods will not be eligible for any postage and packing fees refund.
1. Notify us via email of your wish to return the goods
Email firstname.lastname@example.org to advise us that you wish to return the goods. Please state a reason for doing so, when you will be doing so and your contact details. If you consider the goods to be damaged or faulty, if possible please attach a digital image of the fault / concern. Whilst not essential, this may assist us to better understand and expediently resolve the concern for you.
As a reminder, items bought in an ‘online sale’ that are not damaged or faulty can be exchanged for a credit note on the condition that the item is returned within 14 days of receipt. If a refund is required, notification in writing from you must be received within 7 days of receiving the item and the item must be returned to us within 21 days of receipt. (Consumer Contracts Regulations June 2014).
2. Wait for us to respond with an acknowledgement email
Do not return the goods until after we have acknowledged your email. We will respond as soon as possible however this may take up to 5 working days.
3. Return the items in their original unused and undamaged condition
Items must arrive unused and with the security seal in place and unbroken. If you wish to return any unwanted item(s), please ensure that they are carefully packed and arrive to us in a sellable condition. Items which are returned to us in a used or unsellable condition will not be accepted and may be returned to you without refund.
4. Apply your returns label to your parcel
To return unsuitable purchase(s) apply the returns label enclosed within your delivery parcel and post the package at your Post Office. Please note that the return will be at your expense unless we agree otherwise in writing, in which instance we will refund the cost of the agreed postage once the return is received. Please be sure to include details of your order, your personal details and the best way for us to get in touch with you; otherwise we may be unable to associate the return to you and therefore may be unable to process your refund. You are encouraged to use a tracked postal service, as a minimum you should obtain proof of postage.
Return items to our Returns Department
Topline Naturals – Returns Department
33 Queen Street
We will email you once we have received your return. If there are any issues concerning your return, we will contact you. Further information For information on your cancellation rights under the Rights of Cancellation (Consumer Contracts Regulations 2013) or further information on the returns process, please refer to our Terms & Conditions.