Delivery
We currently deliver to UK mainland addresses, Scotland, Northern Ireland and the Republic of Ireland. Available delivery methods and charges are shown at checkout before you place your order.
We aim to dispatch orders within three working days. Orders placed on a Friday will begin processing on the next working day. Standard delivery is expected to take approximately three to five working days after dispatch, although delivery estimates are not guaranteed dates.
Once your order has been dispatched, we will send confirmation using the contact details supplied with your order. Please check that your delivery address is complete and accurate before submitting payment.
Delays, loss or damage
If an order is delayed, appears to be lost or arrives damaged, please contact us as soon as possible with your order number and, where relevant, photographs of the parcel and products. Where possible, visible transit damage should be reported within 48 hours. This does not affect your statutory rights.
Please do not use a product if its seal or packaging integrity appears to have been compromised. Retain the product and packaging until we confirm whether they are required for investigation or return.
Changing your mind
If you are a UK consumer, you normally have 14 days after receiving your order to tell us that you wish to cancel it. After notifying us, you should return the relevant goods within a further 14 days.
Products must be returned in a condition that allows us to assess and, where appropriate, resell them. For health-protection and hygiene reasons, the right to cancel may not apply to sealed products once their seal has been broken. This does not affect your rights where goods are faulty, damaged or not as described.
How to arrange a return
- Contact CWR+ through the Contact page and include your order number.
- Tell us which item you wish to return and the reason for the return.
- Wait for the return instructions and return address before posting anything.
- Pack the item securely and retain proof of postage until the return is complete.
Once authorised, returns should be sent to: CWR+ Ltd, Unit 8A, Ongar Trading Estate, Great Dunmow, Essex, CM6 1EU, United Kingdom.
Return costs
Unless the item is faulty, damaged, incorrectly supplied or we agree otherwise, you are responsible for the direct cost of returning it. We recommend using a tracked service, as returned goods remain your responsibility until received.
Refunds
Approved refunds will be issued to the original payment method. Where required by law, we will also refund the basic outbound delivery charge. We may withhold a refund until the returned goods are received or you provide evidence that they have been sent back.
Refunds will be processed without undue delay and within the timescales required by applicable consumer law, normally within 14 days of receiving the returned goods or evidence that they have been sent back. Your bank or payment provider may take additional time to show the refund in your account.
Faulty or incorrectly supplied products
If a product is faulty, not as described, damaged, leaking, opened, missing or different from the item ordered, stop using it and contact us promptly. We may ask for photographs, the batch or lot number, best-before date and details of the issue.
Where an item is confirmed as damaged, faulty, incorrect or otherwise not in conformity with your order, CWR+ will provide the remedy to which you are entitled. CWR+ will bear the reasonable return cost where we require faulty, damaged or non-conforming goods to be returned.
Read our full Damaged, Faulty & Incorrect Goods Policy. Nothing in this policy limits your statutory consumer rights.