Refund policy
Official True Beauty — Returns & Refund Policy
Last updated: 23/9/2025
1. Your Legal Rights
Under UK law (Consumer Contracts Regulations & Consumer Rights Act), you have the right to cancel a distance purchase (i.e. one made online) within 14 calendar days of receiving the goods — that is, “change of mind” returns.
After notifying us, you then have a further 14 days to return the goods.
If the goods are faulty, not as described, or do not meet basic performance standards, you are entitled to a full refund, replacement or repair, even if the 14 days have passed (up to certain periods) under the Consumer Rights Act.
2. Returns Periods
| Type of Return | Notification Period | Return of Goods Period |
|---|---|---|
| Change of mind (non‑faulty, unused items) | Within 14 days from date you receive the goods | A further 14 days to send the goods back once you’ve told us you want to cancel |
| Faulty / Defective / Not as described items | As soon as you notice the issue, preferably within 14 days of receiving the goods | Please return within a reasonable time after notifying us |
Additionally, as a courtesy to our customers, we offer a 30‑day returns window for change‑of‑mind returns where items are unused and in original condition. (This is more generous than the legal minimum.)
3. Conditions for Returns
To be eligible for a return for change of mind:
The item must be unused and in original condition (all product seals, hygiene covers, packaging intact).
The item should include all original accessories, tags, and packaging.
Ability to show proof of purchase (order number, receipt, etc.).
For faulty or mis‑described items, you may return even if the packaging has been opened; just provide evidence of the fault (e.g. photo) when possible.
4. Who Pays for Return Shipping
Faulty or mis‑described items: We will cover return shipping costs (or provide a prepaid return label).
Change‑of‑mind returns: Return shipping is your responsibility, unless otherwise stated (or unless you choose our free returns option, if we offer one).
If you have used a free delivery offer and then return all the items, we may deduct the cost of the free delivery from your refund, in proportion to the number of items returned.
5. Refunds / Replacements / Exchanges
Once we receive the returned item(s) (or if you provide proof of return/dispatch), we will process your refund to your original payment method within 14 days.
If you requested a replacement or exchange, we will dispatch that once we have confirmed receipt of the returned item(s).
Refunds will include the cost of standard delivery (for the original order) when the return is due to fault or mis‑description. For change‑of‑mind returns, original delivery cost may not always be refundable (depending on our policy).
6. Exclusions & Special Items
Some items cannot be returned for change of mind or may have special return rules:
Personalised / customised items (unless faulty).
Items sealed for hygiene reasons (e.g., cosmetics, skin/face masks, certain hair care products) that have been opened.
Sale / clearance items may have limited return options (e.g. store credit rather than cash) — we will clearly state this at point of purchase.
Any item explicitly marked as non‑returnable / final sale.
7. Returns Process
- Contact our Customer Support via email (info@officialtruebeauty.com) or via our returns portal, quoting your order number, item(s) to return, reason for return.
- If applicable, we will issue you a prepaid return label (for faulty items) or provide our return address.
- Pack the items securely to avoid damage in transit. Include all original packaging and documentation.
- Ship the item(s) back; keep proof or tracking of postage.
- Once we receive and inspect the return, we will process the refund, replacement or exchange as applicable, within 14 days.
8. Additional Refund Terms
If an item is found to be faulty / defective, you may be entitled to a full refund even if some or all of the packaging has been opened.
If returning due to change of mind, and the condition of the goods is not suitable for resale, we reserve the right to reduce the refund amount to reflect the reduction in value.
9. Contact & Support
If you are unsure whether an item is eligible for return, or have questions about the process, feel free to contact us:
Official True Beauty
Email: info@officialtruebeauty.com
Phone: 0161 531 8021
Address for Returns: 61 King Edward Street, Salford, M5 3RG
10. Your Statutory Rights
These returns terms are in addition to your statutory rights under UK law, including the Consumer Contracts Regulations and Consumer Rights Act. Nothing in this policy reduces these legal rights.