Applies to unwanted items in new, unopened condition – UK
We hope you are happy with the products you order. However, you have a right to a 14-day ‘cooling-off’ period beginning the day after you receive your order. During this time, you are entitled to request a return or exchange if (for any reason) you decide that you no longer want to keep items ordered from us.
To be eligible, items must be in new, unopened condition with all original packaging, tags and accessories included. Any item that is damaged or has been opened will not be accepted.
To initiate a return, you must notify our customer service team during the 14-day cooling off period. This must be done in writing by email to firstname.lastname@example.org. No other forms of communication will be accepted. This helps us document and process your request as swiftly as possible. If you are within the UK, this does not affect your statutory rights.
If your request is approved, you will be issued a return label from our team. No unauthorised returns, including returns made without prior notification given to our team, using independently purchased labels and/or any returns to our registered office address, will be accepted.
Customers are responsible for covering return label costs. If your return is approved upon inspection at our warehouse, the return label fee will be deducted from any refund given. Moreover, refunds for unwanted items in new, unopened condition do not include original delivery costs. If you wish to exchange any part of your order, you will be required to cover the re-delivery fee alongside any price difference relating to the exchange of items in advance of their despatch from our warehouse.
If not received in an appropriate condition, we have the right to refuse any request for an exchange or refund. You will be liable for the requisite postage costs of sending any items back to you in the event that they fail inspection checks upon their return to us. If your return is rejected, you will need to cover the cost of re-delivery to your address or that of the original recipient.
Once we have approved your request by email and issued you a return label, you will have a period of 14 days to complete the return, starting from the day after you have notified us of your request by email. Items must be received by us within the same time period. Please ensure they are in the same condition as originally sold to you and include a copy of the packing slip, which you will find in your original order and/or attached to your order confirmation email.
Your return will be inspected upon receipt. This will take 1-2 working days from the point of its arrival, after which we will get in touch with you by email to confirm the outcome of our inspection. We will also provide details of the return or exchange that we have since authorised. For exchange requests, any price differences will be payable by electronic invoice.
Initial delivery and return label costs will be deducted from the total refund amount given. If you wish to exchange any item/s, you will need to cover re-delivery costs, which will either be deducted from the amount available for exchange or payable separately.
How to calculate the ‘cooling-off’ period of 14 days:
- – For an order where all items are delivered together: at the end of 14 days after the day on which the items come into your physical possession, or that of the intended recipient.
- – For an order with multiple items but where some items are delivered on different days (i.e. pre-order items): at the end of 14 days after the day on which the last of the items comes into either your or the order recipient’s physical possession, other than the carrier.
The returns process for new, unopened items does not apply to the exceptions outlined below.
APPLIES TO UNWANTED ITEMS IN NEW, UNOPENED CONDITION – EU/Intl.
EU and international customers benefit from the same return conditions as UK customers for unwanted items that are in new, unopened condition. Should you change your mind, you have the right to request a return or exchange within 14 days, beginning the day after your order is received.
You must notify us of your decision in writing by email to email@example.com. Please provide your full name and order number to help us deal with your request. No other forms of communication will be accepted.
If your request is approved, our team will issue you with a return label by email. In addition, you will also be issued specific customs forms that must be printed out, enclosed within and attached to the parcel. Full instructions will be provided.
No unauthorised returns, including returns made without prior notification given to our team, using independently purchased labels and/or any returns to our registered office address, will be accepted.
Please ensure the unwanted items in question arrive at our warehouse within a 14-day period, beginning the day after your email return request. These must be in new, unopened condition, within their original packaging, unused and in full working order, as originally sold to you.
Refunds and exchanges for unwanted items exclude reimbursements for the initial order delivery cost. You will also be responsible for covering return delivery costs, meaning the cost of your return label will be deducted from any authorised refund. If an exchange is requested for any item(s), a re-delivery fee will be payable in advance by electronic invoice. You will also be required to cover any price increase that exists between your returned item(s) and the item(s) you wish to exchange these for.
UK, EU and international orders
We hope your products arrive in perfect condition. However, we appreciate that things may not go to plan. If so, we will try to resolve matters wherever possible. Please contact us within a 3 working day period, starting from the date of order receipt by email at firstname.lastname@example.org (no other forms of communication will be accepted). In the event that any item is damaged upon opening. You must include your order number and full name. By way of proof, we also require a photographic image or video, alongside a full written explanation that can assist us in investigating the matter.
Replacements, or either full or partial refunds may be issued for items that have been significantly damaged to the extent that they are not useable. This typically includes items that have sustained breakages during transit.
If your request is approved, we will authorise a refund or exchange for the damaged component or item in accordance with your preference. A partial refund will be issued for an item with affected single components. For example: in a box of 5 serums, should 1 arrive broken, a partial refund will equate to one fifth of the box’s total order value. Alternatively, if single items are available individually, one item may be sent out as a replacement.
If your item is faulty, you may be required to send it back to us before we can issue you with a refund or replacement. This allows us to flag any potential issues with our manufacturers in order to maintain high quality standards. If such cases, we will provide you with a pre-paid return label.
Please note: no refunds or replacements will be given in line with the above conditions for items with cosmetic damage, including packaging scuffs from in-transit handling or variations in manufacture.
UK, EU and international orders
Claims concerning items missing from orders must be submitted by email to our customer service team (no other forms of communication will be accepted) within a 3 working day period, starting from the date of order receipt. You must include your order number and full name. In order to assist us with our investigation, we require a photographic image or video, alongside a full written explanation.
If you have received fewer items than expected, please check whether your order included pre-order items alongside in-stock items. Pre-order items are sent separately on or around their estimated despatch dates. For more information, visit this FAQ’s Deliveries section for details on ‘Will pre-ordered items be included in my parcel?’
Additionally, please check that you have not accidentally disposed of any items. Smaller and unboxed items may be individually wrapped in protective bubble wrap and may be mistakenly identified as packaging filling.
For item(s) that have not arrived at least 7 days after the stolen in transit, we will escalate our investigation to the delivery provider in order to obtain the required evidence that parcel tampering has taken place after despatch from our warehouse. The evidence must corroborate the following circumstances:
– Proof of delivery photos from the courier handling the delivery will be reviewed. Significant parcel damage is usually evident from these images and would be necessary in order to gain access to its contents after sealing.
– We will request parcel weight information from our delivery service provider. Once a parcel is sealed at our warehouse, its weight is recorded electronically. At the point of parcel delivery, the parcel weight is recorded again by the courier. If any item(s) have been removed from the parcel during transit, a discrepancy in these two recorded parcel weights will be identified.
It may take several days or more to conclude an investigation. If successful, we will issue a replacement for missing item(s).
Replacements will be provided for approved missing item claims. Refunds will not be provided unless items are out of stock and/or the delivery is accompanied by a significant in-transit delay of at least 7 days from the order’s estimated delivery time provided by us.
Missing or damaged item claims will not be considered for items enclosed in orders instructed to be left in a ‘safe place’ or ‘with a neighbour’. Customers accept that they select either option entirely at their own risk and that we assume no liability for any subsequent loss, theft or damage of items from orders delivered in line with these instructions. No refunds or replacements will be issued for items lost, stolen or damaged if either ‘safe place’ or ‘leave with neighbour’ have been selected. .
Claims concerning missing orders must be submitted by email to our customer service team (no other forms of communication will be accepted) will be considered if your order has not arrived at least 7 working days after the estimated delivery time period provided by us. You must include your order number and full name by email; we require any photographic images or video that may relate to your claim, alongside a written explanation.
EU/international missing order claims will be considered if your order has not arrived at least 10 working days after the final estimated delivery time period provided by us.
If you have questions about your order’s whereabouts, please consult your tracking information as a first step. This will also show if any previous delivery attempts have been made. Your delivery provider’s customer service team are best placed to advise regarding delivery attempts and any short-term delays.
In normal circumstances, orders can be subject to unexpected delays, which are unfortunately outside of our control. This includes customs delays for EU/international orders. In placing an order with us, you accept we do not guarantee delivery times, which are given as estimates. You also accept that we neither assume responsibility for transit delays, nor refund or replace orders that are in transit.
If the recipient is not at the address, we strongly advise that customers instruct deliveries to their local pick up point for collection to ensure their safe arrival. It is the customer’s responsibility to ensure that collections from parcel pick up points, authorised or otherwise, take place within the given time limit.
Missing order claims will not be considered for orders instructed to be left in a ‘safe place’ or ‘with a neighbour’. Customers accept that they select either option entirely at their own risk and that we assume no liability for any subsequent loss, theft or damage of orders delivered in line with these instructions. No refunds or replacements will be issued for orders lost, stolen or damaged if either ‘safe place’ or ‘leave with neighbour’ have been selected. .
As a first step, we will review your order’s tracking information. Depending on the findings, our team may advise you to take a series of initial steps to locate your parcel and request your feedback concerning these. Otherwise, we may advise you to take further action (for e.g. if customs fee payments are due, a parcel pick up is pending, or if you need to provide further information to the courier).
Otherwise, if required and if permitted by the delivery provider, we will open a formal investigation into your parcel’s whereabouts.
Please note: formal investigations take several days to weeks to conclude. Only upon the conclusion of a successful investigation, whereby the parcel is marked as ‘lost’ by the carrier, can we proceed with further action (refund or replacement).
If your claim relates to a parcel marked as ‘delivered’, we will need to open a formal investigation with the delivery provider so that all necessary evidence can be reviewed. This includes proof of delivery photos, GPS data relating the the courier’s delivery of your parcel and other information, including that which we have at our disposal (see ‘Missing Item Claims’ for further details).
If your order has been despatched and you change your mind before you receive it, we cannot divert or recall your order.
In such cases, you will be required to first accept the order and return the items to us in line with our unwanted items policy. You may also refuse delivery from the courier and request a ‘return to sender’ with them at the point of delivery. However, if this action is taken, we will not refund or exchange items that do not arrive back at our warehouse thereafter.
If your order has not been despatched and you wish to cancel or modify it, please let us know as soon as possible. We will only be able to cancel your order if it has not been despatched.
Cancelling in-transit orders
We cannot process refunds or replace orders that are in transit. This includes orders that are still in transit and delayed for any reason. In order for us to proceed with refunds or replacements for an order that is in transit, please reference our policy concerning ‘Missing Orders’.
Abandoned or refused
This applies to instances where you or your order’s recipient have exceeded delivery attempts, abandoned a delivery to a pick up location, refused a delivery, or have had their delivery refused and returned to us by customs officials or equivalent.
In these circumstances, you are only entitled to a refund (minus initial delivery fee) after the order has been received at our warehouse. Alternatively, we can resend the parcel to you, provided you cover re-delivery costs in advance.
Please note: returns of abandoned deliveries and/or customs-refused orders that, upon inspection at our warehouse, are found to contain items with in-transit damage, will be refused. These items will either sent back to you at your own cost or the damaged items will be deducted from the total refund amount.
The right to cancel your items or change your mind under the ‘cooling-off’ period does not apply under the following circumstances:
– Unsealed medical items cannot be returned due to health and hygiene reasons;
– Perishables and hygienic/personal care goods;
– Any item that appears damaged or used;
– Products that require storage in strictly temperature-controlled environments (sent in special packaging, with or without ice packs);
– Goods that have been made to your specification, or clearly personalised/bespoke orders;
– Items that we define as ineligible for return or exchange (certain items on special offer, short expiry items).
Should any items fall under any of the above categories, we will note these conditions on their respective product pages (under the ‘Further Info’ section).
Refunds will be processed to the customer’s original payment method only. This applies to orders with credit/debit card, Laybuy and PayPal. Only if there is a technical issue (such as the refund being rejected) will we ask you to provide us with details of an alternate payment method.
We are unable to make any guarantees or promises in relation to expected timeframes during which customers can expect to receive a refund. However, it generally takes around 7 working days (excluding weekends and public holidays) for refunds to complete. For refund requests outside of the UK, there is a likelihood that it could take longer to receive your funds; we estimate refunds to take between 7-10 working days.
The amount of time it takes inevitably varies, depending on the card issuer, bank, payment provider or building society.