Refund policy
At Refill Collective, we want every customer to enjoy and value our refill delivery service. We’re unable to accept returns because all of our products are refilled to order, and once opened or dispensed, items cannot be resold for safety and sustainability reasons. However, we’re committed to resolving any issues fairly and transparently and we do offer refunds in certain circumstances. If something isn’t right, we’re here to help.
Notifying Us About an Issue
If you are unhappy with any part of your order or the service you have received, you must notify us within 7 days of your delivery date. After this period, we may not be able to investigate or offer a resolution.
Missing Items
If an item is missing from your order, you may choose either of the following:
- A refund for the missing item, or
- A re-delivery on an alternative day that we are delivering in your area.
To report any missing items, email us at hello@refillcollective.co.uk.
Damage or theft after delivery
Once your order has been delivered to the location you specified, it becomes your responsibility. We take a photo of every completed delivery so that we have a record of where we have left your items and the condition of those items at the time of delivery.
If items are damaged or stolen after delivery, refunds may not be issued. However, we will always consider individual incidents to ensure that your delivery instructions were followed and make a fair decision based on the circumstances.
To report any damage or theft, email us at hello@refillcollective.co.uk.
Product Satisfaction
If you believe a product is not of the expected quality, we may request photos or additional information to help us investigate. If the product is found to be faulty, we will offer a refund or replacement.
To report a quality issue, email us at hello@refillcollective.co.uk.
If the product is not faulty but does not meet your personal preferences, we are unable to offer a refund. We offer samples for all refill products to give customers the opportunity to explore our range before committing to a full size refill or starter bottle.
Delivery Service Complaints
We always aim to deliver your order safely, respectfully, and with minimal disruption. If you have concerns about our delivery service itself - such as parking or noise - please let us know so we can review the situation. These issues do not qualify for refunds unless they directly result in damage or loss to your order. However, we will always take feedback seriously and make reasonable adjustments where possible.
To report a delivery service issue, email us at hello@refillcollective.co.uk.
Delayed Delivery
We always aim to deliver your order on the scheduled day. If your delivery cannot be completed on the scheduled day for any reason, such as bad weather or vehicle breakdown, we will notify you as soon as possible. In the event of a delay, you may choose either a refund for the affected items or an alternative delivery date when we are delivering in your area. We will always do our best to minimise disruption and keep you informed.
Order Cancellations
You may cancel an order up to midnight on the day before your scheduled delivery for a full refund. After this cut‑off time, your order will have already been prepared for dispensing and delivery, and we may not be able to cancel or refund it.
If you forget to leave your containers out, there’s no need to cancel your order. We carry a small supply of pre‑loved, fully sanitised containers for emergencies, so we can still complete your refill safely and on schedule. This helps us avoid unnecessary waste and ensures you don’t miss out on your delivery.
If you need to cancel an order, email us at hello@refillcollective.co.uk.