Refund and Returns Policy

Refund and Returns Policy

Last updated: 2 May 2026. This policy is written in plain English. We recommend you review with a UK consumer lawyer before relying on it for unusual cases — particularly anything outside the standard 14-day distance-selling window.

The Refined 30-day Skin Promise

If a product isn't working for you, message Nurse Rachel directly via WhatsApp on +44 7583 321635 within 30 days of receiving your order. We'll arrange a refund or a swap, no fuss.

Your statutory rights (UK)

Under the Consumer Contracts Regulations 2013, you have 14 days from receiving your order to cancel for any reason. You then have a further 14 days to return the goods to us. We'll refund the product cost and standard delivery within 14 days of receiving the returned items.

Hygiene exclusions

For health and hygiene reasons, we cannot accept returns of:

  • Opened or used skincare products (Bog Myrtle Cleanser, Prebiotic Cleansing Balm, Prep Mist, etc.)
  • Hydrocolloid patches, dots, or sheet products that have been opened
  • Any product where the protective seal has been broken

If you receive a faulty or damaged item, this exclusion does not apply — message us straight away.

Faulty, damaged, or wrong items

If your order arrives damaged, faulty, or different from what you ordered, message us within 7 days of delivery with a photo. We'll arrange a replacement or full refund (including delivery) at no cost to you.

How to return

  1. WhatsApp Rachel on +44 7583 321635 or email dannyh323@hotmail.co.uk with your order number and reason for return.
  2. We'll send a return address (we don't currently provide pre-paid labels — return postage is the customer's responsibility unless the item is faulty).
  3. Pack the item securely with your order number inside.
  4. Post via a tracked service — keep your tracking reference.
  5. Refunds processed within 14 days of us receiving the return, to the original payment method.

Refunds on Klarna orders

Klarna refunds are processed by Klarna once we confirm receipt of the return. Future Klarna instalments will be cancelled or adjusted automatically.

Questions?

WhatsApp Rachel directly on +44 7583 321635 — fastest response. Or email dannyh323@hotmail.co.uk.