Return Policy

Returns & Refunds Policy | Amaltas London Limited

Amaltas London Limited sells to both retail (consumer) customers and trade/wholesale account holders. Because UK law treats these two groups differently, we've set out separate returns terms for each below. Please check which section applies to your order — this is determined by whether you purchased as a consumer or under a registered trade account.

Part A — Retail Customers

We want you to be happy with your Amaltas London order. If you're not, here's exactly how our UK retail returns policy and refund process work.

Your 14-Day Legal Right to Cancel

As a UK consumer, you have a legal right to cancel your order for any reason within 14 days of receiving your goods — no reason needed. Once you've told us you're cancelling, you have a further 14 days to send the goods back.

Refunds under this statutory right are made in full, minus your original delivery charge adjustment where applicable (see Refunds below).

Our 30-Day Goodwill Returns Window

On top of your legal rights, we voluntarily accept returns of unused items in original, unopened packaging for up to 30 days from delivery. This is an extra goodwill window on top of the statutory right above — it doesn't replace it.

A 25% restocking and administration fee applies to change-of-mind returns made under this voluntary 30-day window (i.e. returns outside your 14-day statutory cancellation period, or where you simply change your mind rather than exercising your legal cancellation right).

How to Start a Retail Return

1. Email info@amaltaslondonlimited.com with your order number and the items you'd like to return.
2. We'll reply with a return authorisation and the return address. Please wait for this before posting anything back to us.
3. Pack the items securely in their original packaging, and include your order number inside the parcel.
4. Do not stick any labels, stickers, or shipping labels directly onto the product or its retail packaging. Please affix all labels (including any return label) to the outer shipping box or a plain outer wrapping only. Items returned with labels stuck to the product/packaging may have their refund reduced to reflect the loss in resale value.
5. Get proof of postage. Until the parcel reaches us, it remains your responsibility, so we recommend a tracked service

Items We Cannot Accept Back

For health, hygiene, and safety reasons, the items below cannot be returned once the seal is broken or the packaging is opened, unless the item is faulty:

• Supplements, food, and drink products
• Cosmetics, skincare, haircare, and personal care products
• Adult and intimate products
• Medical, detox, and testing products
• Any item sealed for hygiene protection where that seal has been removed
• Perishable goods, and anything personalised or made to your specification

Retail Refund Timeline & Method

• Refunds are processed to your original payment method within 3–5 business days of us receiving the goods back.
• We refund the price of the goods plus the standard delivery charge you originally paid.
• Your refund may be reduced or rejected to reflect any loss in value if the goods have been handled more than necessary to inspect them (in the way you would in a shop), or if labels/stickers have been applied directly to the product or its packaging.
• The 25% restocking and admin fee (where applicable — see the 30-day goodwill window above) is deducted before the refund is issued.
• Once processed, refunds typically appear on your card or account within 3–5 working days, depending on your bank.

Part B — Trade & Wholesale Account Holders

This section applies to orders placed under a registered Amaltas London trade or wholesale account. It replaces Part A above for such orders — the consumer rights described in Part A (including the 14-day statutory cancellation right) are specific to retail/consumer purchases and do not apply to trade or business-to-business transactions.

Basis of Trade Returns

Trade and wholesale returns are governed by these terms and, where not expressly varied here, by the implied terms of the Sale of Goods Act 1979 (goods must be as described, of satisfactory quality, and fit for purpose). There is no statutory 14-day cancellation right for trade accounts — all returns of goods you've simply changed your mind about, ordered in error, or over-ordered are accepted at our discretion and on the terms below.

How to Start a Trade Return

1. Email info@amaltaslondonlimited.com from your registered trade account email, quoting your account number, PO/order number, and the items and quantities you want to return.
2. We'll confirm whether the return is accepted and issue a Return Authorisation Number (RAN) with the return address. Goods sent back without a RAN may be refused or delayed.
3. Pack items securely, on original pallets/cartons where supplied, and mark the RAN clearly on the outside of the shipment.
4. Do not apply labels, stickers, or markings directly to the product or its retail/consumer-facing packaging. All labelling must go on the outer trade carton or shipping packaging only. Returns with labels affixed to the product or its packaging will have the restocking fee applied at the higher end of our discretion, or may be refused if resale value is materially affected.
5. Arrange a tracked courier or freight service — goods remain your responsibility until received and checked by us.

Restocking & Administration Fee

A 25% restocking and administration fee applies to all trade returns of correctly supplied, non-faulty goods, covering re-inspection, re-packing, and administrative processing. This fee applies regardless of how soon after delivery the return is requested, and is deducted from the credit or refund issued.

The restocking fee does not apply where:

• Goods are faulty, damaged, or defective on arrival
• Goods do not match what was ordered (wrong item, wrong quantity, short-shipped)
• The error was ours

Items We Cannot Accept Back (Trade)

The same hygiene and safety category exclusions applying to retail customers also apply to trade accounts — once the seal is broken or packaging opened, the following cannot be returned unless faulty:

• Supplements, food, and drink products
• Cosmetics, skincare, haircare, and personal care products
• Adult and intimate products
• Medical, detox, and testing products
• Any item sealed for hygiene protection where that seal has been removed
• Perishable, personalised, or made-to-specification goods

Faulty, Damaged, or Short-Shipped Trade Stock

Faulty, damaged, or short-shipped stock is always put right — no restocking fee applies. Please notify us within 7 days of delivery with your account number, order/PO number, and photographs of the fault, damage, or discrepancy where possible. We will replace, credit, or refund as appropriate, agreed case by case with your account manager.

Trade Refund/Credit Timeline & Method

Approved trade returns are credited to your account, or refunded to your original payment method, within 5-7 business days of us receiving and inspecting the returned goods.

• Refunds/credits reflect the price of the goods, less the 25% restocking fee (where applicable) and less any reduction for loss in value from handling beyond what's reasonable to inspect the goods.
• Delivery charges on trade orders are refunded only where the return is due to our error (faulty, damaged, or incorrect goods).
• Once processed, bank refunds typically clear within 3–5 working days, depending on your bank; account credits are applied immediately on approval.

Questions about a retail or trade return? Email us at info@amaltaslondonlimited.com with your order number or trade account number, and we'll get back to you.