If I could give 0 stars, I would...
Absolutely abysmal communication and no refund issued.
I placed my order and received it well without any problems. However, I had an allergic reaction to the product of which I had bought two of. I filled in their "Return Request" form which states that an opened product cannot be refunded (fair enough) so, I filled out the form informing them that I would be sending back both items (one opened and one unopened) as they had caused blistering/redness/swelling and that I understood I would only be receiving a refund for the unopened item.
I sent this "Return Request" form thinking that I would receive a reply from them telling me to go ahead and send the item and that I would receive a refund when they received the parcel. No such confirmation from them. So, I sent a message to them on their "Contact Us" page on their website. No response.
So, I posted the items to them anyway in the hopes that they would finally email me when they received the parcel (I shelled out £4 for tracked delivery as insurance so that they couldn't claim they hadn't received it). Delivery was confirmed and so a waited a good 10 days to give them time to process my return and contact me. Again, nothing. Radio silence.
I messaged them again on their website (which uses the same email address they use to send order confirmations, so I know now they are blatantly ignoring me).
This all happened back in October/November 2024 and it's now January 2025. I wrote to them again today about this matter but I'm not feeling hopeful about a response let alone a very overdue refund.
They take your money without any problems but they seem to become mute when you ask for a refund - funny that.
Anyway, all that to say if you want to have consumer rights do not shop with this company.