Returns and Refund Policy
Our Commitment to Your Satisfaction
Thank you for shopping with Xanthel ®. We stand behind the quality of our product and want you to be satisfied with your purchase. This returns and refund policy is designed to be clear, fair, and straightforward.
Your Statutory Rights
Nothing in this policy affects your legal rights as a consumer under UK law. This includes your right to cancel certain online (distance) orders within the statutory cancellation period, and your rights if an item arrives faulty, not as described, or not fit for purpose. The terms set out below describe our own returns policy, which we offer in addition to your statutory rights, not instead of them.
If an item is faulty, damaged, or not as described, you do not need to rely on the categories below, your statutory rights apply, and you should contact us at info@xanthelasma.com so we can put it right.
Our 30-Day Return Policy
In addition to your statutory rights, we offer a return option on items within 30 days of the delivery date (the date you received the product). If more than 30 days have passed since the delivery date, we may be unable to offer a refund or exchange under this policy, though your statutory rights still apply.
Please read the conditions below to see which category your return falls under.
Category 1: Unopened and Unused Items
If you have changed your mind and wish to return the product, we are happy to accept it under the following conditions:
- The item must be unused and in the same condition that you received it.
- The item must be in its original, unopened packaging.
- You must provide a receipt or other proof of purchase.
This category is for customers who wish to return the product without having used it.
Category 2: Opened Items and Adverse Reactions
We understand that you may need to use a cosmetic product to determine whether it suits you. If you have opened and used the product and experienced an adverse skin reaction, you may be eligible for a refund under this policy.
- Eligibility: Please contact us within the 30-day window from the delivery date.
- Process: Email our support team with your order number, a clear description of the issue, and, where possible, a photograph of the reaction. This helps our quality-control and validation process.
Please note this photo request applies to goodwill claims under this policy. If the product itself is faulty or not as described, your statutory rights apply regardless, and you should simply contact us.
Non-Refundable Items
- Gift cards
- Items marked as “Final Sale”
Sale items may only be refunded where required by your statutory rights (for example, if faulty); change-of-mind returns under this policy apply to regular-priced items.
How to Start a Return
Step 1: Contact us first. Email us at info@xanthelasma.com with your order number and the reason for your return (for example, “Unopened item return” or “Adverse reaction claim”). Please do not send the product back before receiving instructions from our team.
Step 2: Return shipment. If your return is approved, we will give you instructions on how and where to send your package.
Refunds
Once your return is received and inspected, we will email you to confirm we have received the item and to let you know whether your refund has been approved.
If approved, your refund will be processed to your original payment method, typically within 7 to 10 business days. Where a refund is due to you under your statutory rights, we will process it within the timeframe required by law.
Late or missing refunds. If you have not received your refund yet, please first check your bank account again, then contact your card provider or bank, as there is often some processing time before a refund appears. If you have done this and still have not received your refund, contact us at info@xanthelasma.com.
Exchanges
We replace items only if they are defective or damaged. If you need to exchange an item for the same product, email us at info@xanthelasma.com and we will provide return instructions.
Return Shipping
Where you are returning an item under our own 30-day policy (for example, a change-of-mind return), you are responsible for the cost of return shipping, and return shipping costs are non-refundable. If a refund is issued, the cost of return shipping may be deducted from your refund.
Where an item is faulty, damaged, or not as described, or where you are exercising a statutory cancellation right, we will cover return shipping costs as required by law, so please contact us before returning the item.
We recommend using a tracked shipping service for returns, as we cannot be responsible for items lost in transit to us. Delivery times for any replacement item may vary depending on your location.
Need Help?
For any questions about refunds or returns, contact us at info@xanthelasma.com.
You can also read our Shipping Policy, Terms and Conditions, and Privacy Policy.
BGI Northern Limited 225 Market Street, Hyde, Cheshire, SK14 1HF, UK Phone: +44 20 8050 1681
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