Returns policy
Last updated 1 August 2026. This sits alongside your legal rights, it does not replace them.
The window
Thirty days from the day your order arrives. Start the return inside that window and you then have fourteen days to post it. If you are one or two days late, ask anyway — we would rather sort it out than argue about a date.
What can come back
Unopened items with the seal intact. Skincare is a hygiene product, so once it has been opened we cannot resell it and cannot accept it back unless it is faulty. Devices can come back opened as long as everything is in the box and the item is undamaged.
| Unopened skincare | Full refund within 30 days |
|---|---|
| Opened skincare | Only if faulty or if you reacted badly — contact us, we handle these case by case |
| Devices | 30 days, complete and undamaged, opened is fine |
| Digital downloads | Not returnable once downloaded — see below |
| Gift cards | Not returnable once sent; an unsent card can be cancelled |
How to start one
From your account, in about a minute: pick the order, tick the items, choose a reason, and say whether you want the money back or account credit. We email a prepaid Royal Mail label and a QR code you can show at a drop-off point. Start a return
Refunds
We refund within three working days of the item arriving with us, and usually the same day. Money goes back the way it came — if you paid with a gift card and a debit card, it splits back in the same proportions. If you would rather have account credit, it lands the moment we receive the parcel rather than waiting on your bank.
Delivery charges come back when the whole order is returned, or when the item was faulty. If you keep part of the order, the original delivery charge stays.
Faulty items
A broken pump, a leaking bottle, an item that arrived damaged: photograph it, start the return, and choose “faulty”. We do not ask you to send faulty items back before we replace them, and we cover the postage either way. This applies whether the item is opened or not.
Digital and gift cards
Downloads are excluded from the fourteen-day cancellation right once you download them, and you confirm that at checkout before paying. If a file is corrupted, the wrong version, or not what the page described, that is not a return — it is us getting it wrong, and we fix it.
Subscriptions
Returning an item from a monthly delivery does not cancel the plan. Skipping, pausing and cancelling are all in your account and take effect immediately, with no notice period. If you cancel after we have charged you but before we ship, we refund in full.