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 original packaging. We're a salon boutique and we resell returns as new, so the seal really 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 — your choice. 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 free, hand-written reply within 24 hours — 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.