We want you to be happy with your purchase from Pure Beauty. This policy explains how product returns and faulty product returns are handled.
Nothing in this policy affects your statutory rights under UK consumer law.
If you change your mind about an item purchased online, you may return it within 14 days of receiving your order in accordance with the Consumer Contracts Regulations.
You then have a further 14 days to return the item to us once you have notified us that you wish to cancel your order.
Please contact us before returning any item.
To be eligible for return, products must be:
Due to hygiene, safety and product integrity reasons, we cannot accept returns of products that have been:
This applies particularly to skincare, cosmetic and other hygiene-sensitive products unless the item is faulty.
We reserve the right to refuse returns or reduce refunds where products have been handled beyond what would reasonably be permitted in a retail environment.
Customers are responsible for return postage costs for unwanted or cancelled orders.
Original delivery charges are non-refundable except where required under UK consumer law.
All product returns must be sent using Royal Mail.
Returns must be taken to a Post Office counter and a valid proof of postage receipt must be obtained and retained until your return has been fully processed.
Returns must not be placed into a post box.
Pure Beauty cannot accept responsibility for items lost or damaged in transit where proof of postage cannot be provided.
Refunds are normally processed within 5 to 10 working days of the returned goods being received and inspected.
Refunds will be issued to the original payment method.
We reserve the right to reduce refunds where returned items show signs of use, damage, missing packaging or diminished value.
If your order arrives faulty, damaged or incorrect, please contact us as soon as possible with:
We may request additional information before authorising a return.
Where a return is authorised for a faulty, damaged or incorrect item, we may provide a prepaid Royal Mail return label.
All faulty product returns must:
Faulty returns must not be placed into a post box.
Customers must retain proof of postage until the return has been fully processed.
Failure to provide proof of postage may affect our ability to investigate missing returns.
All faulty items are inspected upon receipt.
Where appropriate, products may be returned to the manufacturer for assessment or verification.
If a product is found not to be faulty, we reserve the right to return the item to the customer.
Where a fault is confirmed, we will offer an appropriate resolution in accordance with your statutory rights. This may include:
Please contact us before returning any item so we can provide the correct returns instructions.
