Returns & Refunds

30-day returns on unused products. Hassle-free, free to send back.

The short version

• 30 days from delivery to return any unused product.
• Free returns in the UK. We send a Royal Mail label.
• Full refund to the original payment method within 5 working days of receipt.
• Faulty or damaged? Always covered, no questions, full replacement or refund.

What can be returned

Any product in resaleable condition: unused, with the seal intact and in its original packaging. A sealed bottle can go back on the shelf, which is why the seal matters.

What can't be returned

• Products opened or used, unless faulty. See below.
• Gift cards.

Faulty or damaged products

If anything arrives broken, leaking, or doesn't match the listing, send a photo to hello@innatebeauty.co.uk within 7 days of delivery and we'll replace or refund, whichever you prefer. You don't need to send it back unless we ask.

How to start a return

1. Email hello@innatebeauty.co.uk with your order number.
2. We'll email a free Royal Mail return label within one working day.
3. Drop the parcel at any Royal Mail Post Office or Customer Service Point.
4. Refund processes within 5 working days of us receiving the parcel.

Better than a return: get the right product first time

Most returns happen because the product wasn't right for the hair type. Our Ask an Expert service gets you a routine written by a qualified hairdresser within 24 hours, free, which saves you a return and 30 days of guessing. Ask an expert →

Your rights

Nothing in this policy affects your statutory rights under the UK Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.