Returns
You may return only unused products, where the seals on the containers have not been broken (but you may open the bags and/or boxes to inspect the goods), within 14 days from the date of delivery.
You must contact us in writing using the online contact form or by emailing office@extensive.co.uk to request return and explain the reason for the return. You must obtain a "Returns Number" from us so that we know who you are and who to refund.
You must return the goods to us at your cost unless the goods are being returned because they are faulty, incorrect goods or because of unsuitable substitution by us, in which case we will meet the cost of return and arrange collection from the delivery address (Monday to Friday only) using our nominated courier (DHL). Please note that because many of our products are liquid, some of which are classified as hazardous goods, it is not possible to return them via Royal Mail and a courier service must be used. We are able to arrange collection with DHL on your behalf and the cost of this collection will be deducted from your refund. If you wish to arrange your own courier for return, please note that it is essential to disclose the nature of the product at time of booking transit. Full details of products are provided in the Safety Data Sheet available to download from our website.
You, the consumer, remain responsible for the condition of the goods until they are delivered to our registered returns address, or, if we have arranged collection on your behalf, until the goods are collected. If they are damaged or beyond reasonable condition upon return, we reserve the right to deduct a restocking/handling charge before final reimbursement. It is your responsibility to make sure that goods are packaged safely and appropriately for transit.
Upon receipt of the goods in good order, a refund shall be issued; back to the relevant payment card used for the initial purchase, within 14 days.