Refund and Return Policy

Last updated: August 27, 2026

1. Order Cancellation

You may request cancellation within 24 hours of placing your order. Send your request to support@thorntonsvipbeauty.co.uk with your name, order number, and the email address used at checkout.

Cancellation cannot be guaranteed once the order has been processed, packed, assigned a shipping label, transferred to a fulfilment provider, or dispatched. If cancellation is no longer possible, you may request an eligible return after delivery.

2. Return Period

Eligible return requests may be submitted within 30 calendar days after delivery.

For a change-of-mind return, the product must normally be unused, unwashed, unassembled or uninstalled (where applicable), undamaged, complete, in its original condition, and accompanied by all included parts and accessories.

3. Starting a Return

Email: support@thorntonsvipbeauty.co.uk
Phone: +44 7848 160741

Please provide your name, order number, product and quantity, reason for return, and photos or video for damaged, defective, or incorrect products. Returns sent without prior approval or to an unauthorised address may be delayed or refused where legally permitted.

4. Return Address and Label

The authorised return address will be sent by email after your request has been reviewed. Please do not return products to our registered business address, an address printed on the original parcel, an address found online, or any address we haven't confirmed.

5. Return Shipping Costs

Change-of-mind returns: The customer is responsible for return-shipping costs unless we expressly state otherwise.

Damaged, defective, or incorrect products: Return shipping is free — we'll provide a prepaid label or arrange collection, and no return-shipping charge will be deducted from your refund.

6. Exchanges

Exchanges may be available for unused, defective, damaged, and incorrectly supplied products. Unused products must meet the return-condition requirements above.

For a voluntary exchange, the customer may be responsible for return and replacement-delivery costs. Verified damaged, defective, or incorrect products may be replaced at no additional cost. Exchanges are subject to stock availability — if the requested replacement is unavailable, we may offer an alternative or a refund.

7. Damaged, Defective, Incorrect, or Missing Products

Contact us promptly if your order arrives damaged, develops a fault, contains an incorrect product, or is missing an item. Please provide your order number, a description of the issue, and relevant photos or video.

Depending on the circumstances, we may offer troubleshooting, replacement parts, repair, exchange, replacement, partial refund, or full refund. Please keep the product and packaging while we review the issue.

8. Non-Returnable Products

Where permitted by law, change-of-mind returns may not be available for:

Sealed, hygiene-sensitive beauty and personal care products that have been opened
Personalised or custom-made products
Gift cards
Digital products already supplied with consent
Products materially altered or used by the customer
Products clearly identified as non-returnable before purchase

These exclusions don't remove your rights relating to products that are damaged, defective, unsafe, incorrect, or materially misdescribed.

9. Inspection and Refund Approval

Returned products are inspected on receipt. We may reduce or refuse a voluntary change-of-mind refund where legally permitted if the product has been used, damaged, altered, washed, or handled beyond what's reasonably necessary for inspection. We'll notify you once your return has been approved or rejected.

10. Refund Method and Timing

Approved refunds are issued to the original payment method. We process the refund within 12 hours of approval; it may then take up to 5 working days to appear in your account, depending on your bank or payment provider.

Original shipping charges are refunded only where required by law or expressly stated in this policy.

11. Restocking Fee

We do not charge a restocking fee.

12. Late or Missing Refunds

If a refund isn't visible after five working days: review your original payment account, contact your bank/card issuer/PayPal/wallet provider, then contact us with your order number and refund confirmation.