Returns And Refund Policy

Does This Policy Affect My Legal Rights?

No. This policy is in addition to your statutory rights as a consumer, including the Consumer Rights Act 2015, and nothing in it reduces them.

If an item is faulty, damaged or not as described, you have rights under consumer law whatever this policy says; just email info@xanthelasma.com and we’ll put it right. Consumers buying online also generally have a statutory right to cancel within 14 days of delivery under the Consumer Contracts Regulations 2013. That right doesn’t cover goods sealed for health or hygiene reasons once they’ve been unsealed after delivery, which is why unopened packaging matters for a cosmetic cream.

How Long Do I Have To Return Xanthel®?

30 days from the date of delivery. After that, a refund or exchange under this policy may not be available, though your statutory rights still apply.

The 30 days are counted from the day your parcel was delivered, as shown by the tracking. If you’re close to the deadline, email us before it passes: what matters is that you contact us within the 30 days, even if the item reaches us later.

Can I Return Xanthel® If I Change My Mind?

Yes, if it’s unopened and unused. The item must be in its original condition and original unopened packaging, with proof of purchase, and returned within 30 days of delivery.

• Unused. The cream hasn’t been opened or applied.
• Original condition. Nothing removed, written on or damaged.
• Original packaging. Seals intact and unopened.
• Proof of purchase. Your order number or order email.

For change-of-mind returns, you pay the return postage, and it isn’t refunded.

What If I’ve Opened It Or Had A Reaction?

Contact us within 30 days of delivery. Email your order number, a clear description of what happened and, ideally, a photo, and we’ll look at each case individually.

Some redness while the skin heals is expected after use; our terms and conditions explain what to expect and the do-not-use list. If you’re worried about a reaction, especially near the eye, see a doctor first, then contact us. A photo helps us respond to goodwill requests about opened items; it isn’t needed for items that are faulty or not as described.

What If My Item Is Faulty, Damaged Or Not As Described?

Email us and we’ll put it right with a repair, replacement or refund as the law requires, and we cover the return postage. Please contact us before sending anything back.

If a parcel arrives damaged, keep the packaging and the item, and send clear photos of both to info@xanthelasma.com. We need those for any claim with the carrier, as our shipping policy explains. Exchanges are only offered for faulty or damaged items.

Is Anything Non-Refundable?

Gift cards and items marked Final Sale aren’t refundable under this policy. Sale items are refundable only where your statutory rights require it, for example if they’re faulty.

Opened, used Xanthel® isn’t returnable on change of mind, for hygiene reasons, but we’ll still look at any problem you contact us about within 30 days, as explained above.

How Do I Return Something?

Email info@xanthelasma.com with your order number and the reason first, and wait for our instructions before sending anything back. Items sent without contacting us can be delayed or lost.

1. Email us. Send your order number and the reason to info@xanthelasma.com.
2. Wait for instructions. We’ll confirm whether the return qualifies and where to send it.
3. Pack it securely. Keep unopened items in their original packaging.
4. Use a tracked service. We aren’t responsible for returns lost in transit, so keep your proof of postage.
5. Get your refund. Once approved, we refund your original payment method.

Who Pays For Return Postage?

You do for change-of-mind returns, and it isn’t refunded. We do for faulty, damaged or wrongly described items, and for statutory cancellations where the law requires it.

Please contact us before you post anything, whichever kind of return it is, so we can confirm the right address and, where we’re paying, how we’ll cover it.

How Long Does A Refund Take?

Usually 7 to 10 business days after we approve it, to your original payment method, or within the time the law requires where your statutory rights apply.

Refunds are made in US dollars for the amount you paid, as our payment terms explain. If one hasn’t arrived, check your account again, then contact your card provider, and if it still hasn’t appeared, email info@xanthelasma.com.

How Do I Contact Us About A Return?

Email info@xanthelasma.com, call 0044 2080501681, or use the message form at the foot of this page. Please include your order number if your question is about an order.

• Email. info@xanthelasma.com
• Phone. 0044 2080501681
• Post. BGI Northern Limited, Library Chambers, 48 Union Street, Hyde, Cheshire, England, SK14 1ND.
• Company number. 7601621.

You can also reach us through our contact page, which explains what to include so we can help quickly.

What’s The Bottom Line On Returns And Refunds?

Unopened, unused Xanthel® can be returned within 30 days of delivery, and opened items or reactions are looked at individually if you contact us within 30 days. Email us before sending anything. Faulty or wrong items are on us; change-of-mind postage is on you. Refunds take about 7 to 10 business days, and your statutory rights always apply.

This policy matches our terms and conditions, payment terms, shipping policy and privacy policy. For anything else, browse our xanthelasma guides.

Common Questions About Our Returns And Refund Policy

Read Next

Payment TermsPrices and paying Shipping PolicyDelivery and tracking Terms And ConditionsThe full agreement Privacy PolicyHow we use your data Contact UsEmail, phone, form About UsWho we are