Refund and Returns Policy

Overview

Under UK Consumer Contracts Regulations, you have 14 days from receiving your order to change your mind and return it for a refund. We extend this to 30 days for your convenience.

You must contact us within 14 days of receiving your item to initiate a return.

Eligibility for Returns

To be eligible for a return or refund, your kit must be:

Completely unused with all seals intact
In its original condition and packaging
Accompanied by proof of purchase (receipt or order number)

For hygiene and safety reasons, under UK law we cannot accept returns of opened or used products. This includes items where the glass pot lid has been unscrewed, the barrier powder opened, or the strips and spatulas removed from their packaging.

Product Performance
Our home hair removal sugar paste is professionally formulated and used daily in our salon. However, results may vary and can depend on individual factors, including hair type, skin sensitivity, and application technique.

We cannot offer refunds on opened products due to dissatisfaction with results or personal preference. The process may take practice to achieve optimal results. We recommend following the instructions carefully and watching our tutorial video for the best results. (link sent when you purchase a kit)

If you believe your product is genuinely faulty (e.g., incorrect consistency, contaminated, or not as described), please contact us with details and photos before use, where possible.

Damaged or Faulty Items
We carefully inspect and pack every kit before dispatch. If your item arrives damaged or faulty:

Contact us within 14 days with photos of the damage or fault
We will arrange a replacement of the damaged components or issue a full refund
You will not need to return damaged items

How to Request a Return or Report Damage
Contact us using the email address on your order confirmation. Please include:

Your order number
Photos (if reporting damage or a fault)
Reason for return

Refunds
Once we receive and review your request, we’ll confirm whether a refund or replacement is approved.
If approved, your refund will be processed within 5-10 business days. We’ll request your bank details to complete the payment, as we do not store payment information.

Return Shipping
For eligible returns of unopened items, you are responsible for return shipping costs. We recommend using a tracked service such as Royal Mail Signed For. Original shipping costs are non-refundable, and return shipping costs will be deducted from your refund where applicable.

Sale Items
Sale items can only be returned if they are faulty or damaged.

Late or Missing Refunds
If you haven’t received your refund:

Check your bank account
Contact your bank or card provider (processing times vary)
If still unresolved, contact us for assistance

Your Legal Rights
This policy does not affect your statutory rights under UK consumer law. If your item is faulty or not as described, you have additional legal rights to a repair, a replacement, or a refund.

Questions?
Contact us at the email address shown on your order confirmation.