We hope you are delighted with your order, but if you are not satisfied with the goods you ordered, you have the right to cancel the contract with us within 7 working days of receipt of the goods. Please contact us at firstname.lastname@example.org for an RA number (Returns Authorisation Number), Monday to Friday between 9am and 5pm.
Unfortunately returned items not accompanied by a RA number will not be accepted and will be sent back to you.
Please post the parcel back to us within 14 days of receiving your goods, and clearly mark returned packages as ‘Returned Goods’ – this helps to speed up the returns process and avoid unnecessary customs charges. Your items must be returned unused and in the same condition that you received them. We ask that you return items in their original packaging, where this is not possible, the packaging you use must be fit for purpose.
Provided the goods are received according to this procedure, we will reimburse the cost of the goods within 30 days of receiving your returned goods.
Where applicable product seals should not be removed. We will not accept return of goods that we reasonably believe have been used. In such cases, you will be notified by e-mail that no refund will be made available to you and it will be your responsibility to arrange the return of the goods to you within 30 days of our e-mail regarding lack of refund. The only exception to this is in the case of incorrectly supplied or faulty goods, where your statutory rights apply.
Returned goods will be exchanged or refunded to your original method of payment (minus the delivery cost and any other relevant costs incurred).
Any item returned outside the 14 days, not in its original condition - damaged, soiled, altered, without original seal in place, etc - will not be accepted, cannot be refunded / exchanged and will be sent back to you.
Please send all return goods using registered postage or a courier service and retain a proof of postage / tracking, as the goods remain your responsibility until received at PH20 Tan. Unless your order has been incorrectly supplied or the goods are faulty (although we will check them before we ship to save you this inconvenience), you are liable for the costs incurred for return postage.