Returns & Refunds

Returns & Refunds Policy

Last updated: December 2025

At Skin Elixir, I want you to be completely happy with your purchase. If for any reason you're not satisfied, please read our returns and refunds policy below.

Not sure if your situation is covered? Just reach out—I'm always open to chat and find a solution that works for you.

Please note: Different return policies apply to skincare products and LED light therapy devices. Please read the relevant section for your product type.

Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under UK law. You have the right to return goods within 14 days of receipt under the Consumer Contracts Regulations 2013.

Skincare Products - Returns Policy

Unopened Products - Full Refund
You may return unopened skincare products within 14 days of receipt for a full refund.

Conditions for Full Refund:

  • Products must be unopened and unused
  • Products must be in their original packaging
  • Products must be in resaleable condition
  • You must contact us within 14 days of receiving your order

Opened Products - Let's Chat
Due to health, hygiene, and safety regulations, I cannot accept opened skincare products for resale or refund. However, if you've opened a product and have concerns—especially about natural variations in scent or colour—please contact me. I'm always open to finding a solution.

Natural Variations & Product Replacements

Understanding Natural Variations:
Because all Skin Elixir products are handmade in small batches with 100% natural, organic, raw ingredients, you may notice nuanced differences in colour, scent, or texture from batch to batch. This is the beautiful truth about natural skincare—each harvest is unique, influenced by growing conditions, season, and terroir.

Important: Quality & Efficacy Remain Unchanged
These natural variations in appearance or scent never detract from the same wonderful skin-loving, healing formulation or the quality of ingredients. Every batch contains the same premium organic botanicals and active ingredients at the same concentrations. The variations are purely cosmetic—a reflection of the raw ingredient batch, not the product's effectiveness or safety.

Opened Product & Not Happy with the Scent or Colour?
I understand you can only discover these natural variations once you've opened and used the product. If the scent or colour isn't quite what you expected, please contact me at shona@skinelixir.co.uk.

I trust that my customers only reach out when there's a genuine concern, and I'm here to help. I will happily work with you to find a solution, which may include:

  • Sending you a replacement from a different batch (with potentially different scent/colour nuances)
  • Recommending an alternative product that might suit your preferences better
  • Discussing the natural variations and what to expect from raw, unrefined ingredients

Your satisfaction matters to me, and I value the trust you place in Skin Elixir.

Have a Different Concern?
Even if your situation doesn't fit neatly into the categories above, I'm always open to chat. Drop me an email and let's see how I can help.

LED Light Therapy Device - Returns Policy

Important: LED light therapy devices have a different returns process due to the nature of electronic devices and international shipping.

Before Requesting a Return or Refund:

  1. Contact us first: Email shona@skinelixir.co.uk with details of your concern
  2. Troubleshooting support: We will provide comprehensive troubleshooting guidance, video tutorials, and usage tips
  3. Evidence required: If the device appears faulty, please provide photo or video evidence of the issue
  4. Usage guidance: Many concerns are resolved through proper usage instruction - we're here to help you get the best results

Returns Process for LED Devices:

Unopened/Unused Devices (Change of Mind):

  • Returns accepted within 14 days of receipt
  • Device must be unopened and in original packaging
  • Customer responsible for return shipping costs
  • Full refund issued once device is received and inspected

Opened/Used Devices:

  • Troubleshooting with our support team is required before return/refund
  • Photo or video evidence of the issue must be provided
  • If device is genuinely faulty after troubleshooting, we will arrange replacement or refund
  • Return shipping costs apply (device ships from international supplier)
  • Device must be returned in original packaging with all accessories

Alternative Option:
If you prefer not to return the device due to international shipping costs, we can discuss a partial refund on a case-by-case basis. Please contact us to discuss options.

Why This Policy Exists:
LED devices are sourced from specialist international suppliers and require careful quality control. This policy ensures we can provide proper support, verify genuine faults, and maintain fair practices for all customers.

How to Return an Item

Step 1: Contact Us
Email shona@skinelixir.co.uk within 14 days of receiving your order with:

  • Your order number
  • The product(s) you wish to return
  • Reason for return
  • For LED devices: description of issue and photo/video evidence if applicable

Step 2: Await Approval
We will review your request and provide return instructions. For LED devices, we may request troubleshooting steps first.

Step 3: Return Your Item
Once approved, we will provide you with the return address. Please use a tracked postal service as we cannot be held responsible for items lost in transit.

Step 4: Return Shipping
You are responsible for return shipping costs unless the item is faulty or we sent the wrong product. We recommend using a tracked postal service.

Step 5: Refund Processing
Once we receive and inspect your return, we will process your refund within 5-7 working days. Refunds will be issued to your original payment method.

Refunds

What We Refund:

  • Full product price (for unopened products returned within 14 days)
  • Original standard shipping cost (if the item is faulty or we made an error)

What We Don't Refund:

  • Return shipping costs (unless the item is faulty or we made an error)
  • Express or premium shipping upgrades
  • Opened skincare products (but we're always open to chat about solutions)

Refund Timeline:
Refunds are processed within 5-7 working days of receiving your return. Please allow an additional 3-5 working days for the refund to appear in your account, depending on your bank or payment provider.

Damaged or Faulty Products

If You Receive a Damaged or Faulty Product:

I take great care in packaging every order, but occasionally damage can occur during transit. If you receive a damaged or faulty product:

  1. Contact us at shona@skinelixir.co.uk within 48 hours of receipt
  2. Include your order number and photos of the damage (product and packaging if possible)
  3. For LED devices, provide photo/video evidence of the fault
  4. We will arrange a replacement or full refund (including return shipping)

You will not be charged for return shipping of damaged or faulty items.

Wrong Item Sent

If we've sent you the wrong product by mistake:

  1. Contact us at shona@skinelixir.co.uk immediately
  2. We will arrange collection or provide a prepaid return label
  3. We will send you the correct item or issue a full refund

You will not be charged for return shipping if we sent the wrong item.

Exchanges

We don't currently offer direct exchanges. If you'd like a different product:

  1. Return your unopened item following the returns process above
  2. Once your refund is processed, place a new order for the product you'd like

If you'd like to exchange for a different product and need help, please contact me at shona@skinelixir.co.uk and I'll do my best to assist.

Allergic Reactions or Skin Sensitivity

Patch Testing:
We strongly recommend performing a patch test before using any new skincare product. Apply a small amount to the inside of your wrist or elbow and wait 24 hours to check for adverse reactions.

If You Experience a Reaction:
If you experience an allergic reaction or skin sensitivity after using a product:

  1. Discontinue use immediately
  2. Contact us at shona@skinelixir.co.uk
  3. Consult your GP or dermatologist if the reaction is severe

While we cannot accept returns of opened products for resale, we will work with you to find a solution. Please review our full ingredient lists on the Ingredients page before purchasing if you have known allergies.

Cancellations

Before Dispatch:
If you'd like to cancel your order before it's been dispatched, please contact us immediately at shona@skinelixir.co.uk. If we haven't yet prepared or shipped your order, we'll cancel it and issue a full refund.

After Dispatch:
Once your order has been dispatched, you'll need to follow the standard returns process above.

Subscription Orders

If you have a subscription order and wish to cancel, pause, or modify it, please refer to your subscription management portal or contact us at shona@skinelixir.co.uk for assistance.

International Returns

International customers are welcome to return products following the same policy above. Please note:

  • You are responsible for return shipping costs and any customs fees
  • We recommend using a tracked international postal service
  • Refunds will be issued in GBP to your original payment method
  • LED device returns may incur higher shipping costs due to international supplier location

Customer Satisfaction Guarantee

Your satisfaction is my priority. Every Skin Elixir product is handmade with care, safety tested, and backed by product liability insurance. If you have any concerns about your order—whether it fits neatly into this policy or not—please don't hesitate to reach out. I'm always open to chat and find a solution.

Contact Us

If you have any questions about returns or refunds, please contact:

Shona Munro
Skin Elixir
Email: shona@skinelixir.co.uk
Phone: 07585 773664
Website: www.skinelixir.co.uk

This policy is designed to be fair to both you and Skin Elixir while complying with UK consumer protection laws.

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