If you’ve received a refund that’s lower than expected, there are a few simple checks that can help explain what’s happened.
Step 1: Check Your Order Summary or Receipt
Before assuming anything has gone wrong, it’s helpful to review your original order details:
- Your order confirmation email, or
- Your original receipt if the purchase was made in store.
Your order summary shows the final amount paid after any offers were applied, which is what refunds are based on. Things to look out for include:
- Promotions or discount codes.
- Multi‑buy or bundle offers.
- Free gifts or special offers.
These can sometimes affect the refunded amount, even when items are returned within the allowed timeframe.
How Promotions Can Affect Your Refund
Promotions can impact refunds in a few different ways:
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Discounts usually don’t apply to:
- Already discounted (sale) items.
- Delivery charges.
- Gift card purchases.
- If a promotion required a code at checkout, the discount will only apply if the code was successfully entered at the time.
- For multi‑buy or “buy and save” offers:
- Discounts are typically applied to the cheapest item.
- If part of the order is returned and the offer conditions are no longer met, the promotion can be removed, which may reduce the refund.
- For free gift promotions:
- If the qualifying item is returned:
- The free gift should also be returned to receive a full refund, or
- The refund may be adjusted to reflect the value of the gift if it’s kept.
- If the qualifying item is returned:
Common Reasons for a Partial Refund
In some cases, refunds may be adjusted for the reasons below:
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Original sealed condition
- To qualify for a full refund as “unopened”, items must be returned in their original, sealed packaging.
- If the seal is broken or packaging isn’t intact, a full refund may not apply.
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Special return terms
- Some items are sold with specific return conditions, which are covered in our Returns Policy.
- These terms can affect how refunds are calculated.
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Discounts or promotional offers
- If your order included discounted pricing, bundle deals, or free gifts, the refund is adjusted to reflect the original offer.
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Delivery charges
- Delivery costs are not always refundable and depend on factors like the delivery option chosen, price paid, promotional terms at checkout, if the full order was returned within the timeframe, etc.
Step 2: Still Think Something Isn’t Right?
If you’ve checked your order summary and the refund still doesn’t look correct:
- Please contact our Customer Services team.
- We’ll review the order with you and explain how the refund was calculated.
- If anything needs correcting, we’ll make sure it’s sorted.
You don’t need to figure this out on your own - we’re here to support you and ensure everything has been handled properly.