Refund policy
Returning an Item
You may return an unopened and unused product within 30 days of receiving your order.
To be eligible for a refund, products must:
-
Be unopened and unused.
-
Be returned in their original packaging.
-
Be in a resalable condition.
-
Be accompanied by your order number where possible.
How to Request a Return
Please email:
Include:
-
Your full name
-
Order number
-
Reason for your return
We will provide instructions on how to return your order.
Return Postage
Unless the item is faulty, damaged or sent in error, customers are responsible for the cost of returning goods.
We recommend using a tracked postal service, as we cannot accept responsibility for returns lost in transit.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.
Where appropriate, we may ask for photographs of the product and packaging.
If we confirm the item is faulty or has been supplied incorrectly, we will offer either:
-
A replacement
-
A full refund
-
An exchange (where appropriate)
We will also reimburse reasonable standard return postage costs.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed to your original payment method as soon as possible. Depending on your bank or card provider, it may take several working days for the funds to appear in your account.
Original delivery charges are only refunded where required by law or where the product was faulty or supplied in error.
Products That Cannot Be Returned
For hygiene and safety reasons, we cannot accept returns of:
-
Opened skincare products unless they are faulty.
-
Products that have been used.
-
Products damaged through misuse or improper storage.
-
Gift cards (if applicable).
This does not affect your statutory rights where goods are faulty or not as described.
Allergies and Skin Reactions
We recommend carrying out a patch test before first use.
Ingredients are listed on both our packaging and website. Customers are responsible for checking ingredients before purchase.
Individual skin sensitivities vary. A reaction does not necessarily indicate that a product is faulty.
Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.
Contact Us
If you have any questions about returns or refunds, please contact:
or
Elowyn’s Moon
15 Salisbury Road
Baldock
Hertfordshire