Refund policy

If for any reason you are unhappy with your purchase, you can request to return it within 30 days of receiving your order if it remains in its original condition. This means a visual inspection, NOT a product trial. To be eligible for a return, products must be new and unused, unopened with seals intact, and remain in its original packaging. This applies to items purchased from this site only and proof of purchase is required. We cannot accept the return of goods after the 30 day period unless they are being returned due to a potential fault.

To request a return, you can contact us at sales@philsmithagencies.co.uk or via our ‘contact us’ form. If your request is accepted, you will be provided with instructions on how and where to send your package. If you do not include the relevant information as requested, we may not be able to identify your package. Please be aware that you will be responsible for the cost of returning the goods unless you received the wrong item. For your protection, we recommend that you use a tracked delivery service.

If you have received the wrong item, please contact us immediately at sales@philsmithagencies.co.uk and we will provide you with a shipping label so that you can return it to us free of charge. We will send you the correct product at no extra cost.

If you have ordered the wrong product or have changed your mind, you may return it to us for a refund within 30 days as long as it remains in its original condition and it is unused. Please contact us at sales@philsmithagencies.co.uk and you will be provided with instructions on how and where to send your package. If you return goods that are damaged, used or not in their original condition then you will NOT be eligible for a refund and you will have to cover the postage cost if you wish to have the package returned to yourself. Please be aware that you will be responsible for the cost of returning the goods. For your protection, we recommend that you use a tracked delivery service.

Please note that we are unable to provide any refund or replacement unless we have the item/s returned back to us. Items sent to us without requesting a return first will NOT be accepted and you will have to cover the postage cost if you wish to have the package returned to yourself.

Refunds can only be provided if your product is returned in perfect condition, new and unused, with original packaging intact and complete. Original delivery charges are non-refundable. If eligible, refunds will be made to your original payment method and should reach your bank within 10 working days once processed.

Damaged Goods:

Claims for damaged goods must be notified within 24 hours of the delivery time. Please inspect goods immediately and contact us if your items are defective or damaged.

If your package is visibly damaged, the parcel should be refused on delivery as we reserve the right to deny liability. Signing for a parcel accepts the goods into your care and that they have been received complete and in undamaged packaging. You as the customer have the right to refuse damaged or incomplete parcels.