Face Dr UK Returns & Refunds Policy

Applies to purchases made on myfacedr.com for delivery in the UK. This policy should be read with our Terms of Service. It does not limit or replace your statutory rights.

1. About us

This website is operated by Face Dr Ltd (company number SC622325), whose registered office is at 53/55 York Place, Perth, PH2 8EH. You can contact us at hello@myfacedr.com.

This policy applies to products purchased from myfacedr.com for delivery in the UK. It covers change-of-mind returns, cancellation of online orders and remedies for products that are faulty, damaged or incorrect.

2. Change-of-mind returns

You may cancel an online order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 by telling us within 48 hours, starting the day after you receive the goods. If an order is delivered in separate shipments, the period generally starts the day after you receive the last item or shipment.

After notifying us, you have a further 14 days to send the goods back. You do not have to give a reason. A clear email telling us that you wish to cancel is sufficient.

For a change-of-mind return outside your statutory cancellation rights, we may accept products only if they are unopened, unused and in a resalable condition, with their original packaging and seals intact. Please include proof of purchase, such as your order confirmation.

You may handle goods as you reasonably need to inspect their nature, characteristics and functioning. If you handle them more than would be permitted in a shop, we may make a deduction for any resulting diminished value, as explained in section 6. The requirement that goods be unopened and unused for our discretionary returns policy does not remove your statutory cancellation rights.

3. Products that cannot be returned for change of mind

The following are not eligible for our discretionary change-of-mind returns policy, except where you have a statutory cancellation right or another legal remedy:

• Opened or used skincare products: we cannot accept a product for change of mind where it is sealed, unsuitable for return for health protection or hygiene reasons, and has been unsealed after delivery.
• Broken seals: where a product falls within the hygiene exception above, it cannot be returned under the statutory cancellation right once its seal has been broken.
• Gift cards: gift cards are not eligible for our discretionary change-of-mind returns policy after any applicable statutory cancellation period has ended.
• Sale items: sale items may be excluded from our discretionary change-of-mind returns policy where this was stated at the time of purchase.

These exclusions do not affect your statutory rights if a product is faulty, not as described or otherwise does not meet the requirements of the Consumer Rights Act 2015. They also do not remove any statutory cancellation right that applies.

4. How to request a return

Email hello@myfacedr.com with:

• your name;
• your order number;
• the product or products you wish to return; and
• the reason for the return, if you are comfortable providing it.

We may ask for photographs or other information if a product is reported as damaged, faulty or incorrect.

Please contact us before sending a return so that we can provide the appropriate return instructions. For statutory cancellations, your email clearly stating that you are cancelling is enough to notify us; you do not need our approval to exercise that right. You must still send the goods back within the applicable return period.

5. Inspection and approval

When we receive returned goods, we will inspect them to confirm their condition and, where relevant, assess a reported fault, damage or fulfilment error.

For a discretionary change-of-mind return, we may refuse the return if the goods do not meet the conditions in section 2. For a statutory cancellation, any deduction for diminished value will be limited to a reduction in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

We will assess reports of faulty, damaged or incorrect goods in line with your statutory rights. An inspection does not restrict those rights.

6. Refunds for approved change-of-mind returns

For an eligible change-of-mind return, we will refund the amount due to the original payment method. Where the statutory cancellation right applies, we will make the refund no later than 14 days after the day we receive the goods back or, if earlier, the day you provide evidence that you have sent them back.

If you cancel your entire order under the statutory cancellation right, we will also refund the cost of our least expensive standard delivery option. We are not required to refund any additional cost you paid for a more expensive delivery option. Where you cancel only part of an order, any delivery-cost refund will be handled in accordance with applicable law.

For change-of-mind returns, you are responsible for the direct cost of returning the goods unless we have agreed to pay it or the law requires us to do so. We may deduct from your refund any diminished value caused by handling beyond what was necessary to inspect the goods. We will not make a deduction for diminished value where the law does not permit one.

7. Faulty, damaged, incorrect or unsuitable products

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for any purpose made known to us. If a product does not meet these requirements, you may have statutory remedies.

If goods are faulty or otherwise do not conform to the contract, your rights may include:

• A short-term right to reject: in most cases, you can reject non-conforming goods within 30 days of delivery and receive a refund.
• Repair or replacement: where you do not exercise the short-term right to reject, or it no longer applies, you may be entitled to request a repair or replacement. This must be provided within a reasonable time, without significant inconvenience to you and at no cost.
• A price reduction or final right to reject: if repair or replacement is unavailable, unsuccessful, not provided within a reasonable time or would cause significant inconvenience, you may be entitled to a price reduction or to reject the goods and receive a refund.

We will cover reasonable return costs for goods confirmed to be faulty, damaged on arrival or sent to you in error. Please contact us before returning them so we can arrange the return.

A product not suiting your personal preference or skincare needs does not, by itself, mean it is faulty. However, this does not affect your rights if the product fails to meet the requirements of the Consumer Rights Act 2015 or you otherwise have a legal remedy.

8. Products damaged after delivery or misused

We are not responsible for damage caused after delivery by misuse, an accident, failure to follow product instructions or improper storage, where that cause is established. This does not affect your rights if the problem was present when the goods were supplied or otherwise gives rise to a legal remedy.

If you experience a reaction or believe a product is unsafe or faulty, stop using it and contact us. We may ask for details or photographs to help assess the issue.

9. Refund timing and payment methods

Where we owe you a refund, we will normally make it to the original payment method. We cannot control how quickly your bank or payment provider processes the refund.

For statutory cancellations, we will refund within the period set out in section 6. For refunds due under the Consumer Rights Act 2015, we will refund without undue delay and within the period required by law. We will not charge a fee for making a refund.

10. Your UK consumer rights

Nothing in this policy affects your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other applicable consumer law.

Where the statutory cancellation right applies to an online order, you can cancel without giving a reason by notifying us within 48 hours starting the day after you receive the goods. You must then send the goods back within 14 days after notifying us. The cancellation right does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons if they are unsealed after delivery.

You are generally responsible for the direct cost of returning goods when cancelling for change of mind, provided you were informed of this before placing your order. We will refund the amount and delivery costs required by law and may make a lawful deduction for diminished value.

If any part of this policy conflicts with your statutory rights, your statutory rights take precedence.

11. Contact us

For returns, cancellations or refund enquiries, contact:

Face Dr Ltd
53/55 York Place
Perth
PH2 8EH
United Kingdom

Email: hello@myfacedr.com