Refund policy

Changed your mind?

You can cancel your order within 14 days of receiving it. To keep everyone safe, I can only accept returns of products that are unopened, unused and still sealed in their original packaging. Once a product has been opened or its seal broken, I can't take it back unless it's faulty.

To return something, email facialtheory@gmail.com with your order number within 14 days of receiving it. You then have a further 14 days to send it back. Return postage is paid by you unless the item is faulty or I sent the wrong thing. If you collected your order, we can arrange for you to drop it back to the collection box instead.

I'll refund you within 14 days of receiving the item back, to your original payment method. Your refund includes the standard delivery charge you paid.

Faulty, damaged or wrong item?

Please let me know within 30 days of receiving it, with a photo if you can. I'll replace it or give you a full refund, including any postage.

Reactions

Everyone's skin is different. If a product doesn't agree with your skin, stop using it and get in touch, and I'll help you find an alternative. A reaction isn't classed as a fault, so opened products can't be refunded, but I'll always try to help. If you're unsure about a product, ask me before you buy, or book a skin consultation.

Treatments

Treatments and appointments are covered by their own booking terms, not this policy.