Last updated: 19 September 2026
This page explains when you can return a product, how refunds work, and what to do if something arrives damaged or incorrect. It forms part of our Terms & Conditions.
Summary
| Situation | What we do | Time limit |
|---|---|---|
| Product arrives damaged or defective | Full refund or replacement | Report within 3 days of delivery |
| Wrong item sent | Free return and replacement | Report within 3 days of delivery |
| Change of mind | Not accepted | — |
| Product opened or used | Not accepted, except where faulty | — |
Why change-of-mind returns are not accepted
We sell skincare, personal care and medicated products applied directly to the body. Once a product has left our control we cannot verify how it has been stored or whether the seal has been broken. Reselling such items would be unsafe.
This restriction does not affect your rights where a product is faulty, damaged, expired, or not what you ordered.
Damaged or defective products
If your order arrives damaged, leaking, expired, or otherwise defective:
- Contact us within 3 days of delivery.
- Send clear photographs showing the problem, the product label, and the outer packaging.
- Include your order number.
- Keep the product and its packaging until the matter is resolved.
Once we have reviewed your report we will arrange a replacement or a full refund, including any delivery charge you paid on that item.
Wrong item delivered
If you receive a product you did not order, contact us within 3 days of delivery with your order number and a photograph of what arrived. We will arrange collection of the incorrect item at no cost to you, and send the correct product.
Please do not open or use the incorrect item.
How to start a return
Contact us through the details on our Contact page with:
- Your order number
- The product name
- A description of the problem
- Photographs, where the issue is visible
We will confirm next steps by reply. Please do not send a product back before we have confirmed the return, as unannounced returns may not be traceable to your order.
Refunds
Where a refund is due:
- Refunds are issued to the original payment method wherever possible.
- For cash-on-delivery orders, we will agree a refund method with you, such as a mobile financial services transfer.
- Processing time depends on your bank or payment provider.
- We will confirm by email or phone once the refund has been issued.
Order cancellation
If you need to cancel an order, contact us as soon as possible. We can usually cancel before the order has been dispatched. Once an order has been handed to our delivery partner, it can no longer be cancelled and the sections above apply instead.
Pricing and availability errors
Occasionally a product may be listed with an incorrect price or may be unavailable despite showing as in stock. Where this happens we will contact you before dispatch and offer the choice of proceeding at the correct price, substituting an alternative, or cancelling with a full refund.
Products requiring medical guidance
Some products we sell contain prescription-pattern ingredients and are intended for use under medical supervision. If you are unsure whether a product is suitable for you, consult a doctor or pharmacist before ordering. Unsuitability for your particular skin or condition is not a fault in the product and does not qualify as a defect.
If you experience an adverse reaction, stop use and consult a doctor. Please also let us know, so we can record it.
Questions
If anything here is unclear, contact us through our Contact page before placing your order.