Refund and Returns Policy

We hope you will be happy with any items you’ve ordered from us, but if you’re not entirely satisfied, you’ll find details of our returns policy below.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give you 28 calendar days from the date you received or collected your complete order to notify us of items you are not completely happy with. We must receive any item you return to us within 28 calendar days of your notification to us of your intention to return the items. Orders cancelled under these Regulations are entitled to a refund of any standard postage paid for the delivery of your order, but you are responsible for any postage incurred in returning the items you wish to cancel to us. Unfortunately, we do not refund postage on return of part orders.

Items must be returned in the condition you received them, which includes keeping any hygiene seals in place. You will lose your right to return an item if you unseal a product that needs to be sealed for health or hygiene reasons.

[The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give us the right to reduce the amount of refund that you receive, in the event that non faulty items being returned are damaged or used in any way. The amount which we might reduce your refund by will be dependent on the decrease in value of your use of the item. You should note that should your use mean that your items cannot be resold, this reduction may be 100%.]

How to return items

If your unwanted items weigh less than 5kg you can return them either by post or to your local RoidsBase store within 28 days of notifying us that you wish to return your items. Please ensure that you take your items and delivery note into the store. PayPal orders cannot be returned to store.

Returns by post

To return items by post please repackage them carefully and return them to:

FREEPOST ROIDSBASE ONLINE

Please obtain a “Proof of Postage” which you can ask for any Post Office Counter.

Please ensure that your package contains your completed returns form. A blank returns form is enclosed with your items.

Items over 5kg and larger items

If you wish to return an item that is over 5kg, please contact our Customer Services team.

Damaged and faulty items

The Consumer Rights Act 2015 allows you to claim a refund on faulty goods within 30 days of receipt. In some cases we may offer to replace or repair the item free of charge: if the first repaired or replacement item we supply also turns out to be faulty then you can claim a refund at this point, which includes the price you paid for it plus any postal charges.

This does not apply to items that have failed due to wear and tear. You may have additional manufacturer’s warranties with some products, such as electrical items, giving you additional rights and you should check these carefully.

If you believe any of the items you have ordered to be damaged or faulty, please contact our Customer Services team. Either complete our online form or call 0345 600 3565 during our opening hours (Monday-Friday 9am-5pm) and we will advise you how to return the items.

Refunds

Your refund will be processed once we receive your returned items. Refunds are credited to the original card you paid with and will take 5-7 working days to be credited to your account, depending on your card provider.

We will refund any standard postage paid on orders returned in full. Unfortunately, we do not refund postage on return of part orders.

Refund exclusions

Unfortunately, you cannot return medicines, including prescription medicines, or anything that has a hygiene seal that has been broken. Also no returns can be processed for Lovehoney items. You have the right to reasonably inspect your items as you would in a shop, but you cannot return items that you have used, unless you are returning them because they are damaged or faulty.

Liability

Our maximum liability for our failure to fulfil an order that we are legally bound to fulfil will be limited to the price paid by you for that order.