Refund policy
We want you to be happy with your Beautilox order. If you need to return a product, please read the information below and contact us at charlotte@beautilox.co.uk before sending anything back.
Changing your mind
If you are purchasing as a consumer, you may cancel your online order within 14 days of receiving it.
To exercise your right to cancel, email charlotte@beautilox.co.uk within this period and include:
- Your full name
- Your order number
- The product you wish to return
You then have a further 14 days to return the product to us. We will provide the return address and instructions by email.
Products must be unused, unopened and returned in their original packaging with any seals intact.
Opened haircare products
For health and hygiene reasons, we cannot accept a change-of-mind return for a sealed haircare product once its seal has been broken or the product has been opened or used.
This does not affect your rights if a product is faulty, damaged, incorrectly supplied or not as described.
Return postage
You are responsible for the cost of returning a product when you have changed your mind.
We recommend using a tracked postal service and retaining your proof of postage. Returned products remain your responsibility until they reach us.
If a product is faulty, damaged, incorrect or not as described, we will cover the reasonable cost of returning it or provide an appropriate return method.
Please do not return an order without first contacting us.
Damaged, faulty or incorrect products
Please inspect your order when it arrives. If a product is damaged, faulty, incorrect or not as described, contact us at charlotte@beautilox.co.uk as soon as possible.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging where relevant
We will assess the issue and arrange an appropriate replacement, refund or other remedy in accordance with your legal rights.
Refunds
Once we receive and inspect your return, we will let you know whether the refund has been approved.
Approved refunds will be made to the original payment method within 14 days of receiving the returned products or receiving satisfactory evidence that they have been sent back, whichever occurs first.
Your bank or payment provider may require additional time to process the refund.
Where you cancel an eligible consumer order, we will also refund the cost of our standard delivery option. If you selected a more expensive delivery service, any additional delivery charge will not be refunded.
We may reduce a refund where a returned product has been handled beyond what is reasonably necessary and its value has been reduced.
Exchanges
We do not currently offer direct exchanges. If you would like a different product, please return the eligible item for a refund and place a new order.
Trade and business orders
Consumer cancellation rights do not apply to purchases made wholly or mainly for business purposes.
Returns for trade orders must be agreed with Beautilox in advance. Unless a product is faulty, damaged, incorrect or not as described, acceptance of a trade return is at our discretion.
To discuss a trade return, email charlotte@beautilox.co.uk with your order number and details of the products concerned.
Statutory rights
Nothing in this policy limits or excludes any rights or remedies you may have under applicable UK consumer law.
Contact us
For questions about returns or refunds, contact:
Email: charlotte@beautilox.co.uk