Refund policy

The short version

If it did not work for you, tell us within 30 days and we will refund you. You do not need to send back a jar you have used, and you do not need to justify yourself.

Everything below is the detail behind that sentence.

Our 30-day guarantee

We offer a 30-day money-back guarantee on every product we sell, counted from the day your order is delivered. This is a promise we make on top of your legal rights, and it is deliberately more generous than they are: it covers opened products. Skincare is impossible to judge without using it, so a guarantee that only covered sealed packaging would be worth nothing.

To use it, email us at [NEEDS: customer service email address] with your order number and one line about what happened. We may ask what you were using it for and how long — that is for our own product work, not a condition of the refund.

Your statutory right of withdrawal (EU and UK)

Separately from the guarantee above, if you are a consumer in the European Union or the United Kingdom you have the right to withdraw from your purchase within 14 days of receiving it, without giving any reason.

The 14 days run from the day you, or someone you nominate, takes physical possession of the goods. Where an order is delivered in parts, it runs from the last part.

To withdraw, tell us clearly before the 14 days are up — email [NEEDS: customer service email address] is enough. You do not have to use a particular form of words.

Please note that the law allows sellers to exclude sealed goods from this right once they have been unsealed, where returning them is not appropriate for reasons of hygiene. Cosmetics generally fall into that category. We do not rely on that exclusion — our 30-day guarantee above covers opened products regardless.

How to return something

1. Email [NEEDS: customer service email address] with your order number.
2. We reply with a return address and instructions. Do not send anything back before you have that — parcels arriving unannounced are hard to match to an order.
3. Send the item to [NEEDS: return address]. Keep your proof of postage.

If you are returning an unopened product under the statutory right of withdrawal, you pay the return postage. If you are using the 30-day guarantee, or the item arrived damaged, faulty or was not what you ordered, we cover it — [NEEDS: whether you send a prepaid label or refund postage on receipt].

Refunds

We refund to the original payment method. Once we have received the return, or agreed a guarantee refund without one, we process it within 14 days. How quickly it appears is then down to your bank or card issuer.

We refund the price you paid for the goods. Under the statutory right of withdrawal we also refund standard outbound delivery — if you paid for a faster service, we refund the standard rate rather than the premium.

Damaged, faulty or wrong items

Email [NEEDS: customer service email address] with your order number and a photograph. We will replace it or refund it, whichever you prefer, and we pay the postage either way. This does not affect your statutory rights in respect of faulty goods, which last longer than any policy of ours.

Cancelling before dispatch

If your order has not been fulfilled yet, email us and we will cancel it outright — no return, no postage, nothing to send back.

Subscriptions

[NEEDS: confirm once the subscription plan is live] Subscription orders can be paused, skipped or cancelled from your account at any time before the next order is processed. Cancelling stops future deliveries; it does not automatically refund an order that has already shipped, though the 30-day guarantee still applies to it.