OUR COMMITMENT

At Meg Skincare, we stand behind every product we create. Your satisfaction is our priority. If you’re not completely satisfied with your purchase, we’re here to make it right. This policy outlines how returns and refunds work, ensuring transparency and fairness.

RETURN WINDOW

You have 30 days from the date of delivery to request a return.

This gives you a full month to evaluate products, test them (unopened), and decide if they’re right for your skin. The 30-day window is generous because we want you to feel confident in your purchase.

RETURN CONDITIONS

Products are eligible for return only if they meet ALL of the following conditions:

1. UNOPENED & SEALED

  • Product must be completely unopened and in original, sealed packaging
  • Seal must be intact and unbroken
  • No signs of opening, testing, or tampering

2. UNUSED

  • Product must not have been used or applied
  • This applies to all products—creams, oils, soaps, serums, etc.
  • Unused means genuinely unused (not “lightly used”)

3. IN ORIGINAL PACKAGING

  • Product must be in the original Meg Skincare packaging
  • Packaging must be undamaged and presentable
  • No missing components or accessories

4. WITH PROOF OF PURCHASE

  • You must provide your order number
  • Email confirmation of order is sufficient proof
  • If you’ve lost it, we may be able to look it up via your email address

5. REQUESTED WITHIN 30 DAYS

  • Return request must be submitted within 30 days of delivery
  • Day 1 is the delivery date
  • Day 30 is the last eligible day for return requests

RETURN PROCESS

Step 1: Contact Us

Email [email protected] with the subject line: “Return Request – [Order Number]”

Include in your email:

  • Your order number
  • Date of delivery
  • Product name(s) being returned
  • Reason for return (optional but helpful)
  • Your full name
  • Your email address

Response time: 24-48 hours

Step 2: Receive Return Instructions

Once we confirm your return request, we’ll email you:

  • Return shipping address
  • Preferred shipping method
  • Any special packaging instructions
  • Your return authorization number

Step 3: Package & Ship

Package your unopened, sealed product(s) carefully:

  • Use appropriate padding/protection
  • Keep original Meg Skincare packaging intact
  • Include your return authorization number on the shipping label or in the package
  • Ship to the address provided (you cover shipping costs—see exceptions below)

Recommended shipping method: Tracked, insured delivery (Royal Mail Special Delivery or equivalent) so you can verify receipt.

Step 4: We Receive & Verify

When your return arrives:

  • We inspect the product to confirm it’s unopened and sealed
  • We verify the return authorization number
  • We check the condition of packaging
  • We confirm it matches the original order

Timeline: 2-5 business days from receipt to verification

Step 5: Refund Processing

Once verified, we process your refund:

  • Refund issued within 5-7 business days of verification
  • Amount refunded to original payment method (credit card used at checkout)
  • Refund includes product purchase price
  • Refund does NOT include original shipping cost

Important: Please allow 3-5 additional business days for your bank/credit card company to reflect the refund in your account. Some banks are slower than others.

Total timeline: 10-14 business days from when we receive your return is typical.

REFUND AMOUNT

Full Refund Includes:

  • Product purchase price
  • Any discounts applied

Full Refund Does NOT Include:

  • Original shipping cost (you paid to receive it; this is non-refundable)
  • Return shipping cost (you pay to send it back)
  • Any taxes or duties (if applicable)

Example: If you purchased Anti Acne Cream for £25 with £5 shipping, and return it:

  • Refund amount: £25
  • You absorb: £5 original shipping + return shipping costs

RETURN SHIPPING

Who Pays Return Shipping?

Standard Returns: Customer bears return shipping cost. You’re responsible for shipping the unopened product back to us.

Defective or Damaged Products: Meg Skincare bears return shipping cost. See “Defective Products” section below.

Recommended Return Shipping:

Use Royal Mail Special Delivery Guaranteed or equivalent tracked service:

  • Provides proof of delivery
  • Insures the package
  • Gives you tracking information
  • Typically £5-15 depending on package weight

This protects both you and us by providing verification that the return arrived.

EXCHANGES

Prefer to Exchange Instead of Return?

If you’d like to exchange a product for a different one (unopened), we can often arrange this faster than return + repurchase:

Process:

  1. Email [email protected] with “Exchange Request – [Order Number]”
  2. Specify which product you have and which product you’d like instead
  3. We’ll provide instructions for exchanging

Advantages:

  • Faster than return + new order
  • We may waive return shipping costs for exchanges
  • Simpler process

Conditions: Same as returns (unopened, sealed, original packaging)

DEFECTIVE OR DAMAGED PRODUCTS

What If Your Product Arrives Damaged?

Quality is non-negotiable. If your product arrives damaged, defective, or in non-sellable condition:

Immediate Action:

  1. Don’t open the product
  2. Take photos of the damage
  3. Email [email protected] with subject: “Defective Product – [Order Number]”
  4. Include order number and photos of damage

Resolution: We will:

  • Verify the damage
  • Send a replacement product immediately (no need to return the damaged one first)
  • Provide prepaid return shipping label for the damaged product (we cover shipping)
  • Process this within 24-48 hours

No questions asked. If a product arrives damaged, we’ll make it right.

OPENED OR USED PRODUCTS

Why We Don’t Accept Returns of Opened Products

Our return policy only accepts unopened, sealed products. Here’s why:

Hygiene & Safety: Skincare products are applied directly to skin. Once opened, there’s no way to verify:

  • Product hasn’t been contaminated
  • Product integrity hasn’t been compromised
  • Product hasn’t been mixed or altered
  • Product is safe for resale or redistribution

Fairness: Accepting opened products could mean refunding customers for products they’ve used extensively, which isn’t fair to other customers or to us.

What If an Opened Product Doesn’t Work for Your Skin?

You have options:

  1. Contact us for advice: Email [email protected] describing your experience. We may suggest:
    • Alternative layering strategies
    • Different products that might work better
    • Adjustment of application frequency or timing
  2. Request a product exchange: We may offer to exchange the opened product for a different one (though this is case-by-case). Explain why it didn’t work and what you’re looking for instead.
  3. Discuss special circumstances: If there are extenuating circumstances (allergy, significant irritation, etc.), we’re willing to discuss options. No promises, but we’ll listen.

Email: [email protected] with “Product Concern” in the subject line.

MODIFIED OR ALTERED PRODUCTS

Products that have been:

  • Opened
  • Partially used
  • Transferred to different containers
  • Mixed with other products
  • Repackaged or relabeled
  • Exposed to contamination or temperature damage

These are NOT eligible for return. Once a product is opened or modified, it’s outside our return policy.

BULK OR WHOLESALE ORDERS

Bulk orders and wholesale purchases may have different return terms. If you purchased bulk quantities or as a reseller:

Email: [email protected] with “Wholesale Return Inquiry” in the subject line to discuss options.

INTERNATIONAL RETURNS

We currently ship to the UK only. If you have received a product outside the UK (through a third party), contact us at [email protected] for special instructions. Standard return costs may not apply.

DUPLICATE ORDERS OR ACCIDENTAL PURCHASES

Ordered by mistake? Duplicate order?

Contact us immediately at [email protected] with:

  • Both order numbers
  • Explanation of the duplicate

We may be able to cancel the second order before it ships, or arrange a return without shipping costs involved. Time is critical—reach out quickly.

MISSING OR INCOMPLETE ORDERS

Didn’t receive all items from your order?

  1. Check your order confirmation email for what was supposed to arrive
  2. Wait 1-2 additional business days (sometimes items arrive in separate shipments)
  3. If items are still missing, email [email protected] with:
    • Order number
    • Date of delivery
    • Items that arrived
    • Items that are missing

Resolution: We’ll investigate with the shipping partner and either:

  • Locate the missing item
  • Send a replacement immediately
  • Process a refund for the missing item(s)

RETURN SHIPPING ADDRESS

Once your return is approved, you’ll receive the return shipping address via email. Do not return products without first receiving return instructions—packages sent without authorization may be refused or delayed.

REFUND STATUS

How Do I Check My Refund Status?

After submitting a return:

  1. Keep your return authorization number provided in our response email
  2. Save your tracking number from your return shipment
  3. Email us if it’s been more than 10 business days and you haven’t seen the refund

We’ll track:

  • Receipt of your return
  • Verification status
  • Refund processing date
  • Expected bank posting date

CONTACT US

Questions About Returns or Refunds?

Email: [email protected]

Include:

  • Your order number
  • Specific question or concern
  • Any relevant dates or tracking numbers

Response time: 24-48 hours