Refund policy

Your right to cancel

You can cancel your order for any reason within 14 days of receiving it, without giving a reason. The cancellation period ends 14 days after the day you, or someone you nominate, receive the goods. Where an order arrives in more than one delivery, the period runs from the last item.

To cancel, email hello@innatebeauty.co.uk with your order number, or write to us at the address at the foot of this policy. A clear statement that you wish to cancel is enough; you do not have to use a form. To meet the deadline it is enough that you send your message before the 14 days are up.

Our own 30-day return window

Separately from your legal right above, we accept returns of unused products for 30 days from delivery. This is longer than the law requires and does not replace or reduce your statutory rights.

Sealed products

For hygiene reasons, haircare products that have been unsealed after delivery cannot be returned once opened, unless they are faulty. This is a permitted exception under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Products with the seal intact and in their original packaging can be returned.

Gift cards cannot be returned.

Sending it back

Email hello@innatebeauty.co.uk with your order number. We will email you a free Royal Mail return label within one working day. Drop the parcel at any Royal Mail Post Office or Customer Service Point.

We pay the return postage on UK returns. You do not need to arrange or fund the return yourself.

You must send the goods back without undue delay and within 14 days of telling us you are cancelling.

Your refund

We refund the full price you paid, including the standard delivery charge on your original order, to the same payment method you used. We will refund within 5 working days of receiving the parcel back, and in any event within 14 days.

If you chose a more expensive delivery option than our standard one, we refund the standard cost, not the upgrade.

We may reduce your refund to reflect any loss in value if the goods have been handled more than was necessary to check them.

Faulty or damaged goods

If anything arrives broken, leaking, or does not match its listing, email a photo to hello@innatebeauty.co.uk within 7 days of delivery and we will replace or refund it, your choice. You do not need to send it back unless we ask.

This is in addition to your rights under the Consumer Rights Act 2015, which gives you 30 days to reject faulty goods for a full refund, and rights to repair, replacement or a partial refund after that. Nothing in this policy affects those rights.

Complaints

Email hello@innatebeauty.co.uk. If we cannot resolve a complaint between us, you may be able to use an alternative dispute resolution service or take the matter to court.

Innate Beauty is a trading name of Liam Jones, a sole trader.
82 Churchbury Lane, Enfield, EN1 3UN, United Kingdom
hello@innatebeauty.co.uk