Refund Policy, Complaints Procedure and Distance Selling Regulations

Refund Policy

We do our utmost to ensure that goods are received as ordered and in perfect condition, however, in the unlikely event that an item is damaged you must contact us within 7 days of initial receipt and return the item(s) within 30 days. We will arrange a refund or for the replacement item(s) to be sent.

If for any reason you are not happy with a skincare product then we will exchange the product or refund the cost of purchase within 30 days of order. The product must be returned to North Building, 1 Howard Road, Reigate RH2 7JE and be accompanied by proof of purchase, copy of the original invoice detailing the invoice number and date of purchase and the reason for return.

When returning the item(s) it is best to obtain a proof of posting receipt from the Post Office as we cannot refund on items returned that are lost in the post.

Complaints Procedure

We hope that you will be very happy with the service and products that we provide. However, if for any reason you are unhappy, we would like to hear from you.

We have a 2 step complaints procedure.

Step 1 - By phone, email or in writing. We will try to resolve the problem on the spot, or as soon as pratical

Step 2 - Should we be unable to resolve a complaint that you make to us within eight weeks, you can take your complaint to The Retail Ombudsman. This is an independent organisation, which specialises in providing Alternative Dispute Resolution services for consumers and retailers. As members of the organisation, we are bound by their code of practice and they can be contacted as follows:

Tel: 0203 137 8268

Distance Selling Regulations

When purchasing via the Internet, you the customer are protected via the Distance Selling Regulations. The Distance Selling Regulations give you a 7-day cooling off period. You must inform us via e-mail within 7 days of receipt of the goods that you wish to return the item. We must receive the goods back within 14 days of delivery. On receiving the goods we will refund your money minus the carriage costs.