Reviews Policy
Last updated: 6 June 2026
1. Where Our Reviews Come From
- The reviews displayed on our website may come from a number of sources, including:
- Customers who purchase products directly from our website.
- Independent third-party review platforms.
- Review collection services that gather feedback on our behalf.
- Online marketplaces and sales channels where we sell our products.
- Brand-level reviews relating to our products, customer service, or overall customer experience.
- Reviews relating to the same core product sold in different formats, such as single units, bundles, or multi-packs.
Review Aggregation
To provide customers with a broader understanding of customer experiences, we may display reviews collected from multiple review sources. Reviews may be aggregated where they relate to the same core product, regardless of sales channel or product format, provided the presentation is not misleading and the nature of the review is clearly indicated.
2. How We Verify Reviews
We take reasonable and proportionate steps to assess the authenticity of reviews before publication.
Our verification processes may include:
- Matching reviews submitted through our website against confirmed order records.
- Reviewing submissions for indicators of inauthenticity, including duplicate accounts, unusual submission patterns, or suspicious activity.
- Reviewing information provided by third-party review providers.
- Assessing whether reviews can reasonably be linked to a genuine purchase where verification is appropriate.
- Investigating concerns raised regarding the authenticity or accuracy of reviews.
Where concerns arise regarding a review, we may reject, remove, suspend, flag, or investigate the review before publication or continued display.
3. How We Collect Reviews
Reviews may be collected through:
- Post-purchase review invitations sent to customers.
- Reviews submitted directly through our website.
- Independent third-party review platforms.
- Review collection providers acting on our behalf.
- International distribution or retail partners where the reviewed product is substantially the same as the product offered on our website.
4. Review Attribution
To support transparency, we seek to clearly identify what a review relates to.
Where a review relates to:
- A specific product;
- A Product variation;
- A Bundle or multi-pack; or
- Our brand generally,
We may display labels or other indicators to help customers understand the subject matter of the review.
5. Moderation and Publishing
We publish reviews that:
- Relate to the relevant product, service, or customer experience.
- Do not contain offensive, defamatory, discriminatory, misleading, or unlawful content.
- Do not include private or sensitive personal information.
- Are free from spam, impersonation, promotional content, or misleading claims.
- Comply with applicable laws and our review standards.
We reserve the right to reject, remove, suspend, or investigate reviews that violate these standards or which we reasonably believe may be false, misleading, fraudulent, or irrelevant.
We do not knowingly publish fake reviews.
Negative reviews are not removed solely because they are critical of a product, service, or customer experience.
6. Review Editing and Removal
If you wish to edit or remove a review you have submitted, please contact us using the subject line "Review Update Request" and provide your order number where applicable.
We do not intentionally alter the meaning or sentiment of customer reviews. Any edits made by us are limited to:
- Formatting corrections.
- Spelling or grammatical corrections.
- Removal of sensitive personal information.
- Removal of unlawful or inappropriate content where necessary.
7. Incentivised Reviews
From time to time, reviews may be submitted in connection with incentives, including:
- Free products. Discounts.
- Loyalty rewards.
- Promotional campaigns.
- Other benefits.
Where a review has been obtained in exchange for an incentive, we aim to clearly disclose this alongside the review using wording such as "Incentivised Review".
Participation in any incentivised review activity does not require positive feedback as a condition of receiving the incentive.
8. Use of Reviews
By submitting a review through our website, you grant us permission to use, reproduce, publish, display, and share your review content, including your name, rating, and feedback, for business, marketing, and promotional purposes.
This may include use on:
- Our websites.
- Email communications.
- Social media channels.
- Advertising materials.
- Other marketing channels.
9. Reviews from Third-Party Platforms
Reviews displayed from independent third-party review platforms, online marketplaces, social commerce channels, review providers, or social media channels remain subject to the policies and moderation standards of those respective platforms.
Where appropriate and legally permitted, we may reference, display, reproduce, or link to reviews originating from these channels, provided we take reasonable steps to ensure such reviews are presented accurately and are not misleading.
10. Transparency and Consumer Protection
We aim to comply with applicable UK consumer protection laws and regulatory guidance relating to consumer reviews and endorsements, including guidance issued by the Competition and Markets Authority (CMA) and the Advertising Standards Authority (ASA).
We take reasonable and proportionate steps to:
- Assess the authenticity of reviews.
- Prevent the publication of fake or misleading reviews.
- Ensure reviews are presented in a way that is not misleading to consumers.
- Improve transparency regarding the source and subject matter of reviews.
We do not knowingly:
- Publish fake reviews.
- Suppress genuine negative reviews solely because they are negative.
- Misrepresent customer feedback.
11. Reporting Concerns
If you believe a review displayed on our website is fraudulent, offensive, misleading, inaccurate, or unrelated to the product concerned, please contact us with details of your concern.
We will review the matter and take appropriate action where necessary.