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We have identified inconsistencies in our process where some of our
customers didn’t receive a refund for their delivery postage and
packaging charges for product returns within 14 days of receipt, dating
back to 2014. This is not in line with our policy.
We are genuinely sorry for this mistake and we are currently in the
process of identifying all affected customers, who will be issued a
refund for any delivery postage and packaging costs owed.
If you have been affected, there is nothing you need to do. We will
contact you with further information and a full refund by the end of
Since identifying the issue, we have taken measures to ensure these
errors do not happen again and are committed to doing all that we can to
learn from this. Our top priority is to build and maintain a trusting
relationship with all of our customers.
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