Refund policy
Returns & Refund Policy
At Skincare Made Simple (SMS), we want you to be completely happy with your purchase. If something isn't quite right, we'll always do our best to help.
As a small independent business, every enquiry is handled personally. If you have any concerns about your order, please get in touch. We're always happy to listen and will do everything we reasonably can to find a fair solution.
This policy explains when products can be returned and how refunds or replacements are handled.
Your Right to Cancel
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods.
To exercise this right, please contact us within the cancellation period.
Returning Unused Products
To be eligible for a return:
- Products must be unopened, unused and in their original condition.
- Products must be returned within 14 days of notifying us that you wish to cancel your order.
- Customers are responsible for the cost of returning unwanted items unless the product is faulty or supplied in error.
We recommend using a tracked postal service, as we cannot be responsible for returned parcels that are lost in transit.
Hygiene & Opened Products
As skincare products are personal care items, we are unable to accept returns of products that have been opened, used or where the hygiene seal has been broken, unless:
- The product is faulty.
- The wrong product was supplied.
- Your legal rights require us to accept the return.
This helps protect the safety and quality of all products we supply.
Faulty or Incorrect Products
If you receive:
- A faulty product.
- A damaged product.
- The wrong product.
Please contact us within 48 hours of receiving your order where possible.
We may ask for:
- Photographs of the product.
- Photographs of the packaging.
- Your order number.
- The batch number where applicable.
Once investigated, we will arrange an appropriate resolution, which may include:
- A replacement.
- A refund.
- Another suitable solution depending on the circumstances.
Nothing in this policy affects your statutory rights under UK consumer law.
Adverse Reactions
If you experience an adverse reaction to one of our products:
- Stop using the product immediately.
- Contact us as soon as possible.
- Provide details of the product and batch number where possible.
We take all reports seriously and follow our documented product safety procedures, including notifying the Responsible Person where appropriate.
An adverse reaction does not automatically mean that a product is faulty or defective, nor does it automatically entitle the customer to a refund or replacement. Each report will be assessed individually, taking into account the circumstances, the information provided and our obligations under UK consumer law.
Refunds
Once a return has been received and inspected, we will notify you of the outcome.
Where a refund is approved, it will be issued using the original payment method wherever possible.
Please allow a reasonable period for your payment provider to process the refund.
Exchanges
We do not currently offer direct exchanges.
If you would like a different product, please place a new order once your return has been processed.
Non-Returnable Items
Unless faulty or supplied incorrectly, we cannot accept returns of:
- Opened skincare products.
- Used products.
- Products with broken hygiene seals (where applicable).
- Gift cards (if offered).
How to Contact Us
If you need to discuss a return or refund, please contact us.
Email: hello@skincaremadesimple.co.uk
Website: SKINCAREMADESIMPLE.CO.UK
Please include your order number where possible to help us assist you more quickly.