Refund and Returns Policy

We always hope to delight but if the order isn't quite right, return it within 30 days of receiving it.

At the Edinburgh Natural Skincare Co. we want you to be happy with every purchase you make with us. If for any reason you are not satisfied with your purchase or you change your mind, you have the right to cancel or return your order.

If you wish to cancel or return your order please email us at customer@edinburghskincare.com Monday-Friday 10am-5pm with details of your cancellation.

Please note: While we aim to be as fair and understanding as possible, we do reserve the right to refuse a return if we believe it to be unreasonable or in breach of our policy.

In addition, if you purchased your item from one of our flagship stores, any refund or return must be processed directly through that store. We’re unable to accept returns or issue refunds for in-store purchases via our online team.

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since you received the goods, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at customer@edinburghskincare.com.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customer@edinburghskincare.com and send your item to: Unit 5, Mid Range, Prestonpans, East Lothian EH32 9ER.

NON-FAULTY PRODUCTS

You may return any product in for a full refund or replacement (as appropriate) within 30 days of receiving your order in it's original condition. Original condition means that there are no scratches or marks on the product and the product’s packaging has not been opened, used or damaged and the product is in a re-saleable condition.

Products should be returned securely packed by Royal Mail Tracked Service or signed for.

We will credit the price of the returned products once we have received and checked that they are in a re-saleable condition. We will not refund any postage costs incurred.

Please be advised that we are unable to take returns on products purchased from one of our high street shops. If you purchased a product at an Edinburgh Natural Skincare Co. high street store, you can return your items at one of Edinburgh Natural Skincare Co.’s store for a refund or exchange.

DAMAGED GOODS

In the unfortunate event that your order arrives damaged or is suspected to be faulty, we will happily provide replacements or offer a refund as soon as possible.

Please email our customer support team within 3 working days of receiving your order at customer@edinburghskincare.com.

We will either replace the goods or arrange a refund as appropriate. We will also pay you the cost of the return postage. Upon contact we will issue you a returns number (which you will need to include in the package) and instructions on how to return the goods to us.

Products should be returned securely packed by Royal Mail Tracked Service or signed for.

Please note that we will be unable to accept returns of sealed goods if the seal has been broken after delivery, for health and hygiene reasons.

We are able to offer refunds if the products are returned to us within 130 days of receiving your order. After 30 days, you are entitled to a replacement product only.

If your package is visibly damaged on delivery, please tell the person delivering your goods that you wish to sign as “received damaged”.

Gifts

If you have received an item as a gift purchased directly from an Edinburgh Natural Skincare Co. high street store, you can return it to either one of our flagship stores with your gift receipt for an exchange only. No refunds will be given on gifts, unless returned by the original purchaser.

If you did not receive a gift receipt, or if your gift was purchased online at edinburghskincare.com, please contact our Customer Service Team via email – customer@edinburghskincare.com

We can only exchange items that are unused and in a resalable condition. Please note that we will be unable to accept returns of sealed goods if the seal has been opened by you after delivery for health and hygiene reasons.

Shipping returns

To return your product, you should mail your product to: Unit 5, Mid Range, Prestonpans, East Lothian EH32 9ER.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.