Refund policy

Return & Refund Policy

We want you to be happy with your Cutivance order. This policy sits alongside your legal rights and does not replace them.

Changing your mind

Under the Consumer Contracts Regulations 2013, you have 14 days from the day you receive your order to tell us you'd like to cancel. Once you've told us, you have a further 14 days to send the items back.

To cancel, complete our contact form with your order number. You don't need to give a reason.

We'll refund the price of the returned items, plus the standard delivery charge you paid on your original order. If you chose an upgraded delivery service, we refund the standard rate rather than the amount you paid for the upgrade.

Return postage is your responsibility unless the item is faulty, damaged, or not what you ordered. We'd recommend a tracked service, as we can't be held responsible for parcels lost on their way back to us.

Items we can't accept back

For hygiene reasons, we can't accept returns of skincare products that were sealed on delivery and have since been opened. This is a specific exemption under the Consumer Contracts Regulations 2013 and applies only where the seal has been broken.

Unopened products with their seal intact can be returned as normal.

If something's wrong with your order

If your order arrives damaged, faulty, or incorrect, get in touch through our contact form with your order number and a photograph, and we'll sort it out. We'll cover return postage.

Under the Consumer Rights Act 2015 you have 30 days from delivery to reject a faulty item for a full refund. After 30 days, we'll offer a replacement or a refund depending on the circumstances. Please tell us as soon as you notice a problem, as it helps us look into it properly.

Refunds

We'll refund you within 14 days of receiving your items back, or within 14 days of you providing proof of postage, whichever comes first. Refunds go to your original payment method. Your bank may take a few working days to show it.

 by email. Approved refunds will be processed to your original payment method within 5–10 working days, depending on your payment provider.

This policy does not affect your statutory rights.