Legal

Returns & Refund Policy

Last updated 29 August 2026

If something is not right, we would rather sort it out than have you keep it. This page explains what you can send back, how long you have, and when the money reaches you.

1. Telling us you want to return something

Email team@skinhobbies.co.uk within 14 days of your parcel arriving. Put your order number in the subject line and tell us which items you are sending back. We will reply with the return address and anything else you need.

Once you have told us, you have a further 28 days to get the goods to us. That is longer than the law requires, but it is not open-ended: past 28 days we may decline the return.

This policy covers orders placed on this website. Anything bought from us in person is dealt with at the point you bought it — bring your receipt.

2. What we can accept back

To be refunded, an item needs to come back:

• unopened, with any hygiene seal or shrink wrap still intact;
• in its original box, with any inserts, spatulas or applicators;
• unused, and in the condition it reached you.

Cosmetics sealed for health or hygiene reasons cannot be returned once that seal is broken. This is a specific exception in the Consumer Contracts Regulations 2013, and it is why we ask you to be sure before you open something. It has no bearing on faulty goods, which are covered in section 6 whether they are sealed or not.

3. Free gifts, bundles and clearance

If your order came with a free gift or a promotional extra, please send it back with the item that earned it. If you keep it, we will either refuse the return or take the value of the gift off your refund.

Returning part of a multi-buy or kit means the remaining items are re-priced at their normal individual price, and your refund reflects that rather than the bundle rate.

Lines sold as clearance or end-of-line are marked as such on the product page. Those are sold as seen and are not returnable unless faulty.

4. Sending it back to us

• Return postage is at your own cost, and we cannot refund it — unless the item is faulty, damaged or not what you ordered, in which case we cover it.
• Until the parcel reaches us it is still your responsibility. Please use a tracked service and keep the receipt: if it goes missing on the way, that proof of posting is what lets us put it right.
• Pack it as carefully as we packed it. Glass bottles and jars travel badly loose in a bag, and we cannot refund an item that arrives back broken.
• Please do not send anything back before emailing us. Unannounced parcels are difficult to match to an order, which delays your refund.

5. Your refund

• We refund to the card or account you paid with. We cannot send it somewhere else, and we do not offer credit notes or cash in place of it.
• We process refunds within 14 days of the goods reaching us, or of you showing us they have been sent, whichever comes first.
• Your bank then takes its own time — usually 5–10 working days before it shows on your statement.
• If the card you used has since expired or been cancelled, the refund still goes to that account and your bank will forward it. Talk to them if it does not appear.
• If you have already raised a dispute or chargeback with your bank, we will wait for that to close before refunding, so you are not paid twice.
• Every refund is recorded against your order with the amount and the reason, so you can check it in your order history.

Where an item comes back to us that we cannot accept under section 2, we will contact you. We hold it for 30 days so you can arrange collection or pay for it to be posted back.

6. Damaged, faulty or wrong items

Tell us within 30 days and we will replace the item or refund you in full, including what you paid for delivery and what it costs to send it back. Email team@skinhobbies.co.uk with your order number and a photograph of the problem, and hold on to the packaging until we have finished looking into it — if a courier damaged it, the box is the evidence.

This is your short-term right to reject under the Consumer Rights Act 2015. Nothing on this page reduces your statutory rights.

7. Exchanges

We do not swap one item for another. It is quicker to return what you have for a refund and order the replacement separately, so that neither is waiting on the other.

8. Changing your mind before it ships

If the parcel has not gone out we can cancel it outright and refund you in full, postage included — see our Cancellation Policy. We pack quickly, so tell us as soon as you can.

9. Trade accounts

Wholesale orders are business purchases and the consumer rights above do not apply to them. Trade returns run under the terms agreed with your account manager. Short-dated, special-order and made-to-order lines cannot normally be returned. Anything faulty or short-shipped, we will always put right — tell us within 7 days of delivery.

10. Returns that stop making sense

A very small number of accounts return nearly everything they order. Where that happens we may ask questions before accepting further returns, or decline future orders. We would always rather talk to you first and find out what keeps going wrong.

11. Getting in touch

Returns: team@skinhobbies.co.uk
Anything else: send us a message · +44 330 190 0110

Skin Hobbies Ltd, Unit 52–53 Darley Street, Bradford, BD1 3HN. Company number 17215564 — see our company information.

Please email us before posting anything back. The address above is our registered office, and returns may need to go elsewhere.