Returns, Refunds & Cancellations Policy

1. Purpose

This policy explains your statutory rights and our procedures for cancellations, returns, and refunds when you shop with us online.

2. Statutory Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel most online orders within 14 days of receiving your goods.

• Notify us within 14 days via the contact form.
• Return the goods within 14 days of your cancellation notice.

3. Exclusions for Hygiene & Safety

We cannot accept returns or cancellations of the following once opened, used, or unsealed after delivery (Regulation 28, Consumer Contracts Regs 2013):

• Skincare, cosmetic or personal-use products (e.g. creams, serums, beauty masks).
• Intimate or sanitary goods.
• Perishable or consumable items.
• Any item that cannot be re-sold for hygiene reasons once opened.

4. Condition of Returned Goods

• Items must be unused, unopened, and in original sealed packaging.
• Include all accessories and inserts with proof of purchase.
• If signs of use, damage, or tampering are present, we may refuse a refund or apply a deduction for diminished value.
• Customer pays return postage unless the item is faulty or incorrect.

5. Faulty or Damaged Goods

• Report delivery damage within 48 hours of receipt; report product faults within 30 days.
• We may request photos/videos to assess eligibility for replacement or refund.
• “Damaged” means the product itself is broken/defective on arrival; cosmetic box damage alone does not qualify.
• No liability for damage caused by misuse, neglect, failure to follow instructions, or normal wear and tear.

6. Refunds

Approved refunds are issued to the original payment method within 14 days of receiving and inspecting eligible returns.

• Refunds are processed in Pounds Sterling (GBP). Exchange-rate differences/fees from your card or provider are your responsibility.
• Outbound and return shipping are non-refundable unless goods are faulty or misdescribed.

7. Order Cancellations or Amendments

Orders can usually be modified or cancelled within 24 hours if not yet in fulfilment. After that, interception is not guaranteed. If the order ships, you may use your 14-day cancellation right after delivery, subject to hygiene exclusions.

8. Product Use, Safety & Customer Responsibility

• Use products strictly per the manufacturer’s instructions and our guidance.
• Perform a patch test for skincare/cosmetic items.
• Stop use immediately if irritation, discomfort, or injury occurs and seek medical advice where appropriate.

Disclaimer: Website content, product descriptions, and imagery are for general information only and are not medical or professional advice. By purchasing and using our products, you accept responsibility for sensible and safe use. We will not be liable for injury, reaction, or damage from misuse, over-use, or failure to follow guidance, provided the product was supplied as described and fit for ordinary purpose.

9. Delivery Issues

Dispatch is prompt; delivery times are estimates only. We are not liable for courier/customs delays or events beyond our control. Risk passes on delivery to the address provided. We are not responsible for parcels that are lost or stolen after confirmed delivery.

10. How to Contact Us

Submit all return, refund, or cancellation requests via the Contact Form. We will acknowledge and issue next steps.