We want reviews that are genuine, helpful and easy to understand. We do not allow fake reviews, concealed incentivised reviews or the misleading presentation of reviews or ratings. We take all reasonable and proportionate steps to prevent, correct or remove any review information that could mislead customers.
● Star ratings and written reviews about our products and customer service.
● The simple average star rating for each product. We do not weight or reorder reviews to favour higher scores.
● Reviews that meet these rules, whether positive or negative.
● Customers who have purchased from us are able to leave a review.
● We invite verified purchasers by email after delivery.
● We may allow on-site reviews where you can provide proof of purchase.
● We may label reviews as “Verified purchase” where we can validate the order.
● Fake reviews. This means content that claims to be based on a genuine experience when it is not.
● Reviews written by staff, suppliers or anyone with a conflict of interest posing as a customer.
● Incentivised reviews that are not clearly disclosed to readers.
● Attempts to influence what customers read by hiding negative reviews or cherry-picking only positive reviews.
We do not offer incentives in exchange for reviews. If we ever run a clearly disclosed trial, we will label affected reviews as “Incentivised” and explain the nature of the incentive. Incentivised reviews must still reflect a genuine experience.
● Star ratings and review counts reflect all published reviews that meet this policy.
● If we remove reviews that break these rules, we will update star ratings and review counts promptly.
●We do not merge reviews across different products unless the customer experience is materially the same. We do not recycle reviews from older or different products in a way that might mislead.
We use a mix of automated and manual checks to detect suspicious activity, for example unusual spikes, duplicate accounts, repeated IP addresses or highly similar text. We may hold a review briefly before published while we check it.
We may edit minor issues such as profanity masking, but we will not change the meaning of a review. We remove reviews that break this policy and record why. Where we identify abuse, we may restrict or ban further reviews from the account involved.
If you need help with an order, please contact Customer Care first so we can fix the problem quickly. You can still leave a review about your experience. We do not treat a negative review as a complaint in order to avoid publishing it.
If you believe a review is suspicious or breaks these rules, please email [email protected] with the product name, the review text and your reasons. We aim to triage within two working days and to remove confirmed breaches promptly. When we remove a review, we will correct any affected ratings or review counts.
If we display reviews collected by a trusted third party, we still take responsibility for compliance with this policy. We will signpost their policy wherever those reviews appear and we will work with them to remove banned content.
We review this policy regularly and update it when needed. The latest version will always be available on this page.