Refund policy

Returns at Mellow

Contact info@mellowskin.co with your order number and the items you wish to return.

Our 30-day return policy

You may request a change-of-mind return within 30 days after receiving your order. Under this additional policy, products must be unused, in their original packaging and with any hygiene seals intact. Please provide your order number or other proof of purchase. We will provide a return shipping label and instructions identifying the correct return destination.

Please contact us before sending a parcel so that it reaches the correct location. This process does not restrict your statutory cancellation or faulty-goods rights. Our business contact address is not automatically the return warehouse.

UK and EU statutory cancellation rights

Where UK or EU consumer cancellation rights apply, you may cancel an online purchase without giving a reason by notifying us within 14 days after delivery. You then have a further 14 days to send the goods back. A clear statement by email is sufficient; you do not need our approval to exercise this right.

You may inspect goods as you would in a shop. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. The unused-product conditions in our additional 30-day policy do not replace these statutory rights.

The statutory change-of-mind right does not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery, where the legal exception applies. This is not a blanket exclusion of all skincare products. Sale items have the same statutory rights as full-price items.

Damaged, faulty or incorrect products

If your order arrives damaged, faulty, or not as described, contact us with your order details and, if possible, photographs. We will arrange the appropriate remedy required by applicable law and cover necessary return costs. Opening a product, a sale price, or expiry of our voluntary 30-day period does not remove your legal rights concerning faulty goods.

Refunds

Refunds are made to the original payment method. For a statutory cancellation, we refund within 14 days of your cancellation notice, but may withhold the refund until we receive the returned goods or evidence that you sent them, whichever is earlier. When the whole order is cancelled, this includes the cost of our least expensive standard outbound delivery option. Any extra amount paid for an upgraded delivery service need not be refunded.

For returns under our additional 30-day policy, we process approved refunds within 10 business days after receiving and checking the return. Bank processing times may vary. These processing times do not extend any mandatory legal deadline.

Cancellation statement

You may email: “I give notice that I cancel my contract for the following goods: [items]. Order number: [number]. Ordered on / received on: [dates]. Customer name and address: [details]. Date: [date].” This wording is optional; any clear cancellation statement is sufficient.

Nothing in this policy limits mandatory consumer rights. Questions: info@mellowskin.co.