We build long‑term relationships through transparency, quality and continuous improvement. If something isn’t right, we’ll put it right — and we’ll learn from it.
If you raise an issue, we’ll acknowledge it promptly and explain what happens next. Most concerns are resolved within a few working days.
Complex cases (e.g. manufacturer assessments) may take longer. We’ll keep you updated.
We see feedback as an opportunity to improve. If you’re unhappy, please tell us so we can fix it quickly.
We record the root cause of issues and update our processes, training, and supplier checks to prevent repeat problems.
We buy through established UK wholesalers who meet UK compliance standards and supply MHRA‑notified products. We prioritise suppliers with transparent sourcing and reduced packaging.
We aim to make our website and stores accessible. If you need an adjustment, please let us know and we’ll do our best to help.
For full details, see our policy pages: