Refund policy

Refund and Returns Policy

Mallow Skincare

Last updated: [date you publish it]

We want you to be happy with what you ordered. This page explains exactly what happens if you change your mind, if something arrives damaged, or if your device stops working. Please read it before you order — by placing an order you agree to the terms below.

1. Changing your mind

You have 14 days from the day your order is delivered to tell us you would like to return it. You do not need to give a reason.

To start a return, email us at [your support email] with your order number and the words "return request". We will reply with a return authorisation and the return address within 2 working days. Please do not send anything back before you receive that address from us — parcels sent to an unconfirmed address cannot be tracked or refunded.

Once we have confirmed your return, you have a further 14 days to post the item back to us.

2. Condition of returned items

You are welcome to open the box and inspect the product the way you would in a shop.

Beyond that, the device must come back unused, in its original packaging, with the charging cable, the gel applicator and all accessories included. If an item reaches us showing signs of use, missing parts, or damage beyond ordinary inspection, we may reduce your refund to reflect the loss in value.

3. Skincare products

For health and hygiene reasons we cannot accept the return of any skincare product once the seal has been broken or the product has been used. This applies to the Glass Skin Essence, the Milky Oil Foaming Cleanser and the Manuka Honey & Sea Moss Dry Oil.

Sealed, unopened skincare may be returned within the window described in section 1.

This does not apply if the product arrives damaged, leaking or faulty — see section 6.

4. Return postage

You are responsible for the cost of returning an item to us when you have changed your mind. We recommend a tracked service, because until the parcel reaches us it remains your responsibility and we cannot refund an item we have not received.

We do not charge a restocking fee.

If the item is faulty, damaged in transit, or not what you ordered, we cover the return cost — see section 6.

5. Refunds

Once your return arrives and has been checked, we will issue your refund within 14 days, to the original payment method. We will email you when it is done. How quickly it appears in your account after that depends on your bank or card issuer, usually 3–10 working days.

We refund the price you paid for the item plus the cost of standard delivery out to you. If you chose a faster paid delivery option, we refund the standard rate rather than the upgrade. Return postage is not refunded on change-of-mind returns.

6. Faulty, damaged or incorrect items

Everything above concerns changing your mind. It does not affect your rights when something is actually wrong with the product.

If your order arrives damaged, faulty, incomplete or not as described, email [your support email] within 30 days of delivery with your order number and a photo or short video showing the problem. We will replace the item free of charge or refund you in full, whichever you prefer, and we pay any return cost involved. In most cases we will simply send a replacement and will not ask you to post the original back.

7. Device warranty

Your device is covered by a 1-year warranty from the date of delivery against manufacturing faults. If it stops working normally within that year, contact us with your order number and a description of the fault, and we will repair or replace it at no cost to you.

The warranty covers manufacturing and material defects. It does not cover accidental damage, drops, water damage beyond the device's stated water resistance, use with an incorrect charger, damage caused by unauthorised repair or opening the device, or normal cosmetic wear.

The warranty applies to the original purchaser and requires proof of purchase.

8. Orders that have not arrived

If your tracking has not updated for 10 working days, or your order has not arrived within the maximum delivery window shown in our Shipping Policy, contact us. We will investigate with the carrier, and if the parcel cannot be located we will send a replacement or refund you in full.

If a parcel is returned to us because the delivery address was incorrect or incomplete, or because nobody was available to receive it after the carrier's attempts, we will refund the item but not the original delivery cost.

9. Cancelling before dispatch

If you contact us before your order has been dispatched, we will cancel it and refund you in full. Orders are usually passed to our fulfilment partner within 24–48 hours, so please email as soon as possible.

10. Your statutory rights

Nothing in this policy limits your legal rights.

If you are in the United Kingdom or the European Union, you have a statutory right to cancel a distance purchase within 14 days of receiving it, and separate rights if goods are faulty or not as described.

If you are in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

Customers elsewhere retain whatever rights are given by the consumer law of their own country.