Returns & Refunds Policy

1. 14-Day Right to Cancel (Standard Returns)

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days from the day after you receive your delivery.

To qualify for a standard return and full refund:

• Items must be unopened, unused, un-swatched, and in their original packaging.
• All original factory seals, protective cellophane wrap, and hygiene stickers must be completely intact and unbroken.
• Any free promotional items, samples, or gifts included with the item must also be returned in unused condition.

2. Hygiene & Health Exceptions (Non-Returnable Items)

For safety reasons, the following items are strictly non-returnable and non-refundable once opened, unsealed, or tested:

• Makeup & Cosmetics: Lipsticks, lip glosses, mascaras, foundations, concealers, compact powders, eyeliners.
• Skincare & Body Care: Moisturisers, serums, facial cleansers, soaps, body washes, body scrubs, lotions, masks.
• Hair Care & Styling: Shampoos, conditioners, hair oils, hair dyes, hairbrushes, combs.
• Fragrances & Deodorants: Perfumes, eau de toilette, roll-on, spray or stick deodorants (if the protective seal or cellophane is broken).
• Personal & Oral Hygiene: Toothbrushes, oral care products, sponges, razors, intimate care items.

3. Return Eligibility Overview

4. Damaged, Faulty, or Incorrect Goods

Under the UK Consumer Rights Act 2015, you are entitled to a full refund, repair, or replacement if goods are faulty, damaged, or not as described.

• Notification Window: Please inspect your order upon receipt and contact us within 48 hours (and no later than 30 days) if an item has arrived damaged or defective.
• Proof Required: We require clear photos or video showing the damaged item, outer packaging, shipping label, and product batch number.
• Return Shipping: If an item is verified as faulty or incorrectly sent, Fresh Handmade Cosmetics UK will provide a prepaid return label or cover reasonable return shipping costs.

5. Allergic Reactions & Skin Sensitivity

We recommend reviewing full product ingredient lists (INCI) on our product pages prior to purchase and performing a 24-hour patch test before full application.

An individual adverse reaction does not automatically classify a product as legally faulty. If you experience a severe reaction, discontinue use immediately and contact us with photos and batch details. Requests are reviewed on a case-by-case basis at management discretion.

6. How to Return an Item

1. Contact Us First: In our contact page with your Order Number, item details, and reason for return. Please do not send items back without prior authorisation.
2. Approval & Instructions: Once approved, we will issue a Return Authorisation Form and delivery address instructions.
3. Package Securely: Securely pack the item in its original box with protective packaging to prevent transit damage. Include your order slip inside.
4. Post Your Return: Send the parcel using a tracked postal service. Unless the item is faulty or damaged, you (the customer) are responsible for paying return postage costs.

7. Refunds & Processing Times

• Inspection: Returned items will be inspected upon arrival at our warehouse to verify seal integrity.
• Processing Time: Once approved, refunds will be issued to your original payment method within 5–7 working days.
• Shipping Charges: If you cancel and return your full order within 14 days, standard outbound delivery charges will be refunded. Express shipping upgrades are non-refundable.