At Face for Soul we want the returns process to be clear and fair. This policy applies in addition to your statutory rights under UK consumer law.
Change-of-mind returns
For most goods bought online, you may cancel your order within 14 days of receiving the goods. After telling us that you wish to cancel, you normally have a further 14 days to return them. Face for Soul also accepts eligible unopened and unused returns requested within 30 days of delivery, provided the product is in its original packaging and you can provide proof of purchase. Our voluntary 30-day return window does not reduce your statutory rights.
Health and hygiene products
Where goods are supplied sealed for health protection or hygiene reasons, the right to cancel may be lost once the seal has been broken. This does not affect your rights if a product is faulty, damaged, misdescribed or supplied incorrectly.
Faulty, damaged or incorrect items
If an item is faulty, damaged, misdescribed or not what you ordered, please contact us as soon as reasonably possible at info@faceforsoul.co.uk. Include your order number and, where useful, photographs so that we can arrange the appropriate remedy. Your rights under the Consumer Rights Act 2015 are not limited by this policy.
Prescription and bespoke products
Prescription medicines and bespoke or compounded products are supplied only through an appropriate clinical pathway and may be subject to additional legal, safety or return restrictions. Where relevant, these will be explained before supply. This does not affect your statutory rights where an item is faulty, damaged, misdescribed or supplied incorrectly.
Refunds
Approved refunds are made to the original payment method. We aim to process refunds within 5-10 business days after receiving the returned goods or appropriate evidence of return, and in any event within the period required by law.
Return postage
For a change-of-mind return, you are normally responsible for the direct cost of returning the goods unless we tell you otherwise. Where the return is our responsibility, for example because an item is faulty or incorrect, we will cover reasonable return postage. We recommend using a tracked service.
Contact
FACE FOR SOUL LTD
Company number: 12331381
Registered office: 1 Park Cottages, North Leigh, Witney, Oxfordshire, OX29 6SJ, United Kingdom
Email: info@faceforsoul.co.uk