Returns & Refunds
We want you to be completely happy with your purchase
14 Days
Money-back guarantee from delivery date
Easy Returns
Simple online process to arrange returns
Full Refund
100% refund for unopened products
30 Days to Refund
Processing time after return received
Return Policy
Under the Consumer Contracts Regulations 2013, you have the legal right to return products within 14 calendar days from the date of delivery.
Returnable Products:
- Unopened and in original packaging
- Unused condition
- With original receipt/order confirmation
- Non-perishable items only
Non-Returnable Items
The following items cannot be returned:
- Opened/Consumed Products: Any perishable item that has been opened or partially consumed
- Damaged by Customer: Items damaged due to mishandling (showing signs of wear)
- Hazardous Goods: Certain items cannot be returned for safety/regulatory reasons
- Sale/Clearance Items: Final sale items marked as non-returnable
How to Return an Item
Log into Your Account
Go to your account dashboard and view your orders
Select Order & Request Return
Find the order within 14 days and click "Request Return"
Choose Return Reason
Select why you're returning the item
Print Return Label
For faulty items, we provide a prepaid label. For other returns, use your own courier.
Send Item Back
Pack securely and send to the address on your return label
Receive Refund
Once received and inspected, refund processed within 30 days
Faulty or Damaged Items
If you receive a faulty, damaged, or incorrect item, please report it immediately:
Report Within 48 Hours:
- Contact us with order number and photos of the damage/fault
- For food items, do not consume if damage suspected
- Keep original packaging and documentation
- We'll arrange replacement or full refund immediately
Contact: info.extolinternational@gmail.com or +44 7387 471900
Refund Timelines
Return Shipping
FREE Return Postage
- ✓ Faulty items
- ✓ Wrong item sent
- ✓ Damaged on arrival
- → We provide return label
PAID Return Postage
- • Change of mind
- • Doesn't suit your needs
- • Other reasons
- → Customer arranges postage
Return Address
Returns to:
EXTOL MART380 Kenton RoadHarrow, HA3 8DPUnited Kingdom
Note: Always use the return label from your account to ensure correct routing
Return FAQs
Can I return items after 14 days?
Generally no, but we consider exceptions for faulty items. Contact us with details.
What if I opened the item but didn't use it?
For food items, opened = used. Contact us if it was a faulty item - we may still help.
Can I exchange items instead of returning?
Yes! Contact support and we can arrange an exchange at no extra cost.
What if my return gets lost in post?
Use tracked delivery. We recommend using Royal Mail Special Delivery for proof of delivery.
Need Help with Your Return?
Our customer support team is here to assist. Contact us anytime!