Product Returns

We want you to be entirely happy with the products you purchase from us. If any of the items purchased are unsuitable, please return them to us using our FREE returns service, within 28 working days and in an as-new condition*, for a refund.  Please kindly note: the free returns service applies within the UK only.

*items must be unwashed, with tags and in their original packaging

A returns form will be included with your order, together with a tracked returns label. Alternatively, you can create a tracked returns label to be used with Royal Mail. Amoena will insure your parcel if you obtain a free proof of postage certificate from the Post Office (UK customers only). Please note that if a returns form is not included in your parcel, we will not be able to process your return.

Once we receive your item, we will look to process it within 5 working days. If you have requested a refund, this will be refunded back to your original payment method. If you require a different item, please request a refund and place a new order.

Please expect a delay in processing times of 3-5 working days over the Christmas period due to office closure days.

Swimwear can be returned for a refund, as long as any hygiene seals are still intact and have not been removed.

For reasons of health and hygiene, we are unable to offer an exchange or refund on our Contact Breast Forms/Contact Balance Breast Forms. This also applies to the Leyla, Sina and Pamela bras, Silicone Scar patches, Lymph Breast Shell and Lymph Flow Pressure Pad, as they are hygienically sealed. This does not affect your legal rights. Read our full legal terms.

 

You can also return items that you have purchased from us to our Chandler’s Ford (Eastleigh, Hampshire) store & fitting room. Please click here for more information on the location and opening hours. Please note that items purchased through the shop will have to be returned to the shop if a refund is required, as the original payment card will need to be credited via the pin pad.

Consumer Rights Directive (CRD)


In addition to our standard exchange or refund policy, you also have certain rights as a consumer when ordering online, or by mail order. Under the Consumer Rights Directive (which replaces the Distance Selling Regulations), if you decide to return all the items you have ordered, we will refund your standard postage and packing costs, providing you provide us with notice of this in writing, our preferred method of contact is by e-mail, within 14 working days of receiving your order to advise us that you are returning the goods.

 

When cancelling your order under the CRD, you are completely responsible for returning the goods to us. However, you can use the returns label that is included with your order and we highly suggest that you obtain a free proof of postage certificate from the Post Office (UK customers only). There is no need to inform us if you are returning only part of your order using our standard returns service.