HERBAL CLEANSER RETURN & REFUND POLICY

1. Your Right to Cancel (Online Purchases)

If you purchased the Herbal Face Cleanser online, by phone, or through any distance-selling method, you have the legal right to cancel your order within 14 days of receiving your item, in accordance with the Consumer Contracts Regulations 2013.

What happens when you cancel?

  • You have 14 days from the date you notify us to return the product.

  • You will receive a full refund of the product price.

  • Refunds are issued within 14 days of receiving the returned item or proof of postage.

  • You are responsible for return postage unless the item is faulty or incorrect.

Important exception (Hygiene Seal)

For health and hygiene reasons, opened or unsealed skincare products cannot be returned, unless they are faulty. The product must be returned unused, unopened, and in its original packaging.

2. Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to a replacement or refund if your item is:

  • Faulty

  • Damaged on arrival

  • Not as described

  • Not fit for purpose

What to do

Please contact us within 30 days of receiving the item.
We may request photos of the damage/fault for assessment.
Faulty or incorrect items will be refunded or replaced at no cost to you.

3. How to Start a Return

To request a return, please contact:

Email: [email protected]
Phone: 07877 96 1434
Return Address: Lonsdale House, 52 Blucher St, B1 1QU, Birmingham.

Please include:

  • Your Full Name and the address you received the product to.

  • Your contact details

  • Reason for return

  • Photo evidence (if the item is faulty or damaged)

4. Condition of Returned Items

To receive a refund (excluding faulty goods), items must be:

  • Unused

  • Unopened

  • In their original packaging

  • With any seals or hygiene protections intact

We cannot accept returns of opened skincare products unless they are defective.

5. Refund Processing Time

Refunds will be issued to your original payment method within 14 days of:

  • receiving the returned item, or

  • receiving proof that you have sent it back
    —whichever occurs first.

Please note: We have clearly stated on our website that a new client is not allowed to order more than one item.
Returning customers are allowed to order up to 2 products at any given time, once 30 days have passed from their previous order.
If you place an order for more than the allowed order limit, your order will be cancelled, your money will be refunded and the products will not be shipped to you.