Returns & Refund Policy

This policy does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Changed your mind — 14 days

You can cancel your order for any reason within 14 days of the day you receive it. Tell us by email (support@[UK DOMAIN]) or using the returns form in your account. You then have a further 14 days to send the items back.

• Items must be unused, unopened and in their original sealed packaging.
• Hygiene exception: for health and hygiene reasons, cosmetic products (including gel polish, base and top coats, builder gel, primers, makeup, lashes, wax, skincare and perfume) cannot be returned once the seal or packaging has been opened, unless they are faulty.
• You pay the cost of returning the item. We recommend a tracked service — we cannot refund items lost on the way back to us.

2. Faulty, damaged or wrong items

If an item arrives faulty, damaged or not as described, please email a photo to support@[UK DOMAIN] within 48 hours of delivery where possible. You have the right to reject faulty goods within 30 days for a full refund. We will send a prepaid returns label or, where sensible, refund or replace without needing the item back.

3. Refunds

• We refund within 14 days of receiving your return (or proof that you have sent it).
• Refunds go back to your original payment method.
• If you cancel your whole order within 14 days, we also refund the standard delivery charge you paid. Extra charges for Express delivery are not refunded.
• We may reduce a refund if an item has been handled more than necessary to check it.

4. Cancel before dispatch

You can cancel any order before it is dispatched for a full refund — email us with your order number.

5. How to return

1. Start a return in your account (or email us with your order number).
2. Pack the items securely and include your order number.
3. Send to: [UK COMPANY NAME], Returns, [RETURNS ADDRESS].

6. Salon / trade orders

Orders placed by businesses on a trade account are not covered by the 14-day consumer cancellation right. Faulty items are always replaced or refunded.

Questions: support@[UK DOMAIN] · [UK PHONE]

Last updated: [DATE OF GO-LIVE]