Refund policy
Return & Refund Policy
At Poise Skin & Wellbeing, I want you to be happy with your purchase. This policy applies to physical products purchased through the Poise Skin & Wellbeing online store.
Changing Your Mind
For most products purchased online, you have the right to cancel your order within 14 days of receiving your goods, subject to the exceptions set out below.
Once you have notified Poise Skin & Wellbeing that you wish to cancel, you then have 14 days to return the goods.
You may inspect products in the same way you reasonably would before purchasing them in a shop. Please take reasonable care of products while they are in your possession.
If a product has been handled beyond what is necessary to establish its nature, characteristics or functioning and this reduces its value, an appropriate deduction may be made from your refund.
Where reasonably possible, please return products with their original packaging and any accessories supplied with them.
Skincare, Cosmetics & Hygiene Products
Some products are supplied sealed for health protection or hygiene reasons and are not suitable for return once unsealed.
Where this applies, your right to cancel may be lost if the seal is broken after delivery.
This does not affect your rights where a product is faulty, damaged, incorrectly supplied or not as described.
Faulty, Damaged or Incorrect Products
If an item arrives damaged, faulty, defective, not as described or you receive the wrong product, please contact Poise Skin & Wellbeing as soon as possible.
Your statutory consumer rights apply to faulty goods and may include a refund, repair, replacement or price reduction depending on the circumstances and when the fault is identified.
How to Make a Return
Please contact Poise Skin & Wellbeing before sending any product back. Include your name, order number and details of the product you wish to return.
Some products are dispatched directly by our trusted brand or fulfilment partners, so the correct return address may differ depending on the product.
Please do not return products directly to a brand, supplier or fulfilment partner unless Poise Skin & Wellbeing has specifically instructed you to do so.
We will provide the appropriate return instructions.
Return Postage
For a change-of-mind return, you are responsible for the cost of returning the goods.
If an item is faulty, damaged, incorrectly supplied or not as described, please contact us before returning it so that we can arrange the appropriate next steps.
Please package returned products securely and retain proof of postage.
Refunds
Once an eligible return has been received, or where applicable evidence has been provided that it has been sent back, your refund will be processed within the timeframe required by UK consumer law.
For eligible cancellations, refunds will normally be made within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier.
Refunds will be made to your original payment method.
Where required by law, the refund will also include the cost of the standard delivery option originally paid. Any additional amount paid for a premium or upgraded delivery service will not normally be refundable beyond the cost of the standard delivery option.
Cancelling Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact Poise Skin & Wellbeing as soon as possible.
Where an order has already been submitted to a brand or fulfilment partner or has been dispatched, you may need to follow the standard returns process above.
Treatments, Appointments & Memberships
Facial treatments, appointments, packages, memberships and other services are subject to the applicable booking, cancellation and membership terms rather than this physical-product returns policy.
Nothing in this policy limits or excludes your statutory rights under UK consumer law.
