Refund policy
Returns Policy – Creams and Lotions
We want you to be completely satisfied with your purchase. Please read our returns policy carefully as it applies to both in-store and online orders for creams, lotions, and other cosmetic or skincare items.
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In-Store Purchases
Due to hygiene and safety regulations, we are unable to accept returns or offer refunds or exchanges on any creams, lotions, or cosmetic products that have been opened, used, or unsealed, unless the item is faulty or not as described.
If the product is:
• Unopened, unused, and in its original sealed packaging, and
• Returned within 14 days of purchase,
you may be eligible for a refund or exchange at our discretion. Please retain your proof of purchase.
If the item is faulty, damaged, or not as described, please return it to the store within 30 days, and we will offer a refund, replacement, or exchange in line with your statutory rights.
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Online Orders (Delivery)
You have the right to cancel your order within 14 days of receiving it, under the Consumer Contracts Regulations. However, please note the following:
• For hygiene reasons, we cannot accept returns or offer refunds for any creams or lotions that have been opened or had their seals broken, unless they are faulty.
• If you change your mind and the product is unopened, unused, and in re-saleable condition, you can return it within 14 days of delivery for a refund (excluding any delivery charges).
• Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.
To initiate a return, please contact us at [your contact email or phone number] with your order number and reason for return.
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Faulty or Damaged Products
If your item is faulty or damaged upon delivery or purchase, please notify us within 7 days of receiving it. We will inspect the product and, if the fault is confirmed, offer a replacement, exchange, or refund.
• All items are subject to assessment before any refund or replacement is issued.
• We cannot accept returns for items that have been damaged through misuse, neglect, or improper storage.
• Claims made after 14 days may not be eligible for a refund unless the product is proven to have been inherently faulty at the time of purchase.
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Sale and Discounted Items
Items purchased in a sale or using a discount code are still covered under our returns policy for faults or damage, in line with your statutory rights.
For non-faulty returns, sale items may be non-refundable or exchange only for in-store purchases. This will be clearly indicated at the time of purchase.
Online sale items can be returned within 14 days of delivery, provided they are unopened, unused, and in re-saleable condition.