Refund policy

Our returns promise

  • Beauty tools: come with a 14-day trial.
  • Skincare and cosmetics: can be returned within 14 days if unopened.
  • Return postage: always free; we send you a prepaid label.

Beauty tools: 14-day trial You can try any beauty tool or device at home. If it isn't right for you, request a return within 14 days of delivery. We accept tools that have been tested, as long as they are:

  • not damaged and in full working order
  • clean
  • complete, with all parts, accessories, manuals and the original packaging

We can't accept tools that are damaged, broken, incomplete or show more than reasonable testing. Examples include scratches, dents, missing parts or heavy wear.

Skincare and cosmetics: unopened only Skincare (serums, moisturisers, sunscreen and similar) can be returned within 14 days of delivery if it is unopened, unused and still sealed. The same applies to other products applied to the body or used once:

  • gel nail polish
  • nail stickers
  • makeup sponges

For hygiene and safety reasons, we can't refund cosmetics once they have been opened or the seal is broken, unless they are faulty or not as described.

Free returns All approved returns are free, including from the United States and Spain. Once your request is approved, we email you a prepaid return label and packing instructions. Please keep your proof of postage until your refund is confirmed.

How to return an item

  1. Contact us through our support page (https://beautyessence.uk/pages/beauty-essence-support) or at info@beautyessence.uk within 14 days of delivery. Include your order number and the email address used to order.
  2. We'll confirm whether your item can be returned and send you a prepaid label.
  3. Pack the item securely with all parts and accessories, and send it back.

Refunds

  • When: we inspect your return as soon as it arrives and email you the outcome. Approved refunds are processed within 14 days of us receiving your return, usually within 5–7 working days.
  • Where: refunds go to your original payment method, or to store credit if you prefer.
  • Fees: we never charge a restocking fee.
  • Delivery costs: if you return a whole order within 14 days, we also refund the standard delivery charge you paid. We don't refund the extra cost of Express delivery.

Faulty, damaged or wrong items If an item arrives faulty, damaged or different from what you ordered, contact us as soon as possible, ideally within 7 days of delivery, with your order number and a photo. We'll arrange a free return and a replacement or refund. This applies to opened skincare too.

Exchanges We can exchange an item for another variant of the same product, such as a different colour, once your request is approved and the item meets the conditions above.

Cancelling an order If you'd like to cancel before your order is dispatched, contact us straight away and we'll do our best to cancel it and refund you in full. After dispatch, follow the returns process above.

Your legal rights This policy is in addition to your statutory rights; it does not limit them. That includes:

  • UK customers: the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
  • Customers in Spain and the US: the consumer laws of your country.

Under UK law, you can cancel within 14 days of receiving your goods. Sealed hygiene products that have been unsealed after delivery are excluded from this right, unless they are faulty.

Questions? Email info@beautyessence.uk or visit https://beautyessence.uk/pages/returns-after-sales-care.