Refund policy

We hope you’re happy with your order. If you change your mind, you have 14 days after receiving the goods to tell us that you wish to cancel. You then have a further 14 days to return them.

Starting a return

Email hq@thecuratory.skin with your order number before returning anything. We’ll confirm the return instructions and the address to use. The registered office shown elsewhere on this site is not our returns address, so please do not send products there.

Items sent without contacting us first may be delayed or may not reach the correct returns location.

Condition of returned products

You may inspect a product in the same way that you reasonably could in a shop. Products should otherwise be unused and returned with their original packaging and proof of purchase.

For health and hygiene reasons, a sealed skincare or cosmetic product cannot be returned after its seal has been broken unless it is faulty, damaged, misdescribed or otherwise does not meet your statutory rights.

We may make a reasonable deduction from the refund if handling beyond what is necessary to inspect the product has reduced its value.

Return postage

For a change-of-mind return, return postage costs £4.99. If we provide a prepaid return label, £4.99 will be deducted from your refund.

We will not charge return postage where a product is faulty, damaged, misdescribed or incorrect.

Refunds

Once we receive the returned goods, or you provide evidence that they have been sent back if that is earlier, we’ll process any refund due within 14 days. Refunds are made to the original payment method. Your bank or card provider may take additional time to show the payment.

If you cancel the whole order within the statutory cancellation period, we’ll also refund the cost of our standard outbound delivery. If you chose a more expensive delivery service, only the standard delivery amount is refundable.

Faulty, damaged or incorrect products

Please contact us if a product is faulty, damaged, not as described or incorrect. We may ask for photographs or other reasonable information so that we can understand the problem. We’ll provide the remedy required by law and will not charge reasonable return postage.

Asking you to inspect an order promptly does not reduce your statutory rights. Nothing in this policy limits the rights you have under the Consumer Rights Act 2015 or other applicable consumer law.

Cancellation form

You do not have to use a particular form. You can cancel by emailing hq@thecuratory.skin with the following information:

• Your name.
• Your order number.
• The product or order you wish to cancel.
• The date ordered and date received.
• Your delivery address.

Questions

If you’re unsure whether a product can be returned, contact us before sending it. We’ll explain the appropriate next step.