ONLINE RETURNS, CANCELLATION & LOST POST POLICIES & PROCEDURES
Date of Last Update: March 16th, 2020
We hope that you are delighted with your order, but if for some reason you are not, we have set out below a summary of your rights in the event that you wish to return a product.
If you made your purchase through a partnered retail location, such as indirectly through another shop or store, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us. Similarly, if you purchased products on the Skinfood website, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location.
1. YOUR CANCELLATION RIGHTS
As you are a consumer and have made an order on-line you may, in accordance with the Consumer Contracts Regulations 2013, cancel your order and obtain a refund (or exchange) within 14 working days from delivery.
In order to return your online order to us, please enclose along with your purchase your contact details and the reason for the return. Please enclose the note with your parcel and return it using tracked post.
This does not affect your statutory rights.
Unless the goods are faulty, you will be required to arrange and pay for the cost of returning them to us. Please ensure you obtain a proof of postage when you do so (in case you need to show you have returned the goods, in the unlikely event that we do not receive the returned parcel).
Customers wishing to return fragrance items should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.
If you require a refund, we will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within 14 days after the day on which we receive the Products back from you or, if earlier, the day on which you provide us with evidence that you have sent the Products back to us, provided that you have returned the goods to us within 14 working days of delivery to you or your notifying us of cancellation.
Refunds will only be made against the original credit/debit card used.
We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available, or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
Your right to return goods does not apply to goods
2. YOUR RIGHTS IF THERE IS A PROBLEM WITH A PRODUCT
In addition to the rights described above (and in accordance with your rights under the Consumer Rights Act 2015), if the goods you receive are damaged or faulty, or not what you originally ordered we will be happy to exchange the items or offer you a refund.
Please notify us as soon as possible by calling our us on (07624) 418210 or emailing us at info@skinfood.im.
To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection. Photographic evidence may also be required where items are in such a state that they cannot safely be retained for inspection.
3. YOUR RIGHTS IF THERE IS A PROBLEM WITH YOUR DELIVERY
If the goods you ordered have not been received within 14 days, then please notify us as soon as possible by calling our us on (07624) 418210 or emailing us at info@skinfood.im.
To ensure prompt resolution, please provide the tracking reference number, the order number and your delivery details.
If you have purchased items through Skinfood online, and not opted for tracked post, and your item is still missing, then it may be considered lost and you might be able to claim compensation from the IOM Post/Royal Mail. You can check with their Personal Customers Help Centre online for eligibility.
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