Simple, fair and in line with your rights as a UK consumer.
At Toiletry Packs we take great care with every order, but if something isn't right, returning it is straightforward.
If you change your mind, you can cancel your order and return unwanted items within 14 days of the day you receive them for a full refund of the items and the standard delivery charge. There is no restocking fee. If anything arrives faulty, damaged or not as described, we will put it right at no cost to you.
Return an item in 4 simple steps
From request to refund, here is what happens.
Tell Us
Email [email protected] with your order number within 14 days of receiving your order. Any clear statement that you want to cancel is enough.
Pack It Up
Please return the items unused and, where you still have it, in their original packaging. Toiletries that arrived sealed should still be sealed (see the hygiene notice below).
Send It Back
Post the items to us within 14 days of telling us. We recommend a tracked service and keeping proof of postage.
Get Refunded
We refund you within 14 days of receiving the items, or of you showing us proof that you sent them if that is sooner, to your original payment method.
Two simple paths to a refund
Whether you have changed your mind or something is wrong, here is exactly what happens.
Change of Mind
You can cancel within 14 days starting the day after you receive your order (if it arrives in several deliveries, the day after the last one arrives). You don't need to give a reason.
- Full refund of the price of the items returned
- Standard delivery charge refunded too (if you chose a faster, more expensive delivery option, we refund the standard rate)
- No restocking fee
- You pay the cost of posting the items back
- Please return items unused and, where possible, in their original packaging. Missing packaging does not take away your right to cancel; we may only reduce the refund by any loss in value caused by handling an item more than was needed to examine it
Faulty, Damaged or Not as Described
Please tell us as soon as you can, with a photo if possible, so we can sort it quickly. Under the Consumer Rights Act you are entitled to a full refund within 30 days of delivery; after that, a repair or replacement, or a refund if that isn't possible.
- Full refund, or a replacement if you prefer
- Free return postage: we cover it
- Your refund includes the original delivery charge
Personal-care products that we supply in sealed packaging for health protection or hygiene reasons (for example sealed toiletries, cosmetics and toothbrushes) can't be returned once that seal has been broken after delivery, unless they are faulty. This exception applies only to items that were sealed when you received them: unopened sealed items, unsealed items and unused bags can all be returned as above.
Orders placed by a business on a trade account are covered by our trade terms. This policy does not affect your statutory rights as a consumer.
Need help with a return?
Email us, or call (+44) 2035 441 072. Returns address: Toiletry Packs, Unit X003, 107 Westmead Road, Sutton, SM1 4JD, United Kingdom.
Contact Support