Refund policy
Returns, Refunds & Cancellations Policy
This policy applies to online orders only and does not affect your statutory legal rights.
To be eligible for a return, items must be unused, unopened, and in their original packaging, and in the same condition in which you received them. We do NOT offer free returns, return postage costs are the customer’s responsibility.
You can always contact us for any returns question at online@beautybase.com.
1. Returning Items to Our Physical Stores:
• If you wish to return an online order to one of our physical stores, you must first email us at online@beautybase.com.
• Once authorised, we will notify the store.
• Please note: Stores act as drop-off locations only. They cannot issue refunds or exchanges for online purchases, and they cannot be used as pickup points.
• Your refund will be processed once we receive the item at our online return’s facility.
2. Unwanted Items
• Please email online@beautybase.com immediately upon receiving your order.
• Items must be returned within 14 days of receiving our return authorisation.
• If we do not receive your return within 14 days, we will close the query and consider the order satisfactory.
• Items must be unused, unopened, and in their original sale condition.
• Return postage costs are the customer’s responsibility.
Refunds:
Once we receive and verify the item (including matching the batch code), we will refund the cost of the goods only. Refunds are issued immediately but may take 3–5 business days to clear with your bank.
Important:
• Seals must remain intact. Opening or using a product removes your right to return it.
• Under the Consumer Contracts Regulations, we may reduce your refund if the item is returned damaged or used.
• If the item cannot be resold due to its condition, the reduction may be up to 100%.
3. Faulty, Incorrect, or Missing Items
• Please contact us within 48 hours of receiving your order at online@beautybase.com.
• We may require photographic evidence of the fault, damage, or outer packaging (this is needed for courier claims).
• You must notify us within 48 hours for faulty or missing items.
Returns & Exchanges:
• Once authorised, we will provide a returns label.
• We will refund the cost of return postage up to the value of a standard delivery service.
• Items must be returned within 14 days of authorisation. If not received, the query will be closed.
Refunds:
Once the item is received and verified, we will process the refund. Please allow 3–5 business days for it to clear.
Return postage credits will be applied to your Beauty Base account.
4. Refunds
• For unwanted items, we will refund the full amount once returned (postage costs are not covered).
• For faulty items, we will refund the full amount once returned.
• We will notify you by email once your refund has been processed.
• Refunds are issued using the same payment method used for the original purchase.
• Refunds for gifts can only be issued to the card used for the original order.
• We aim to process refunds as quickly as possible and always within 30 days of cancellation.
Contact us:
Email: online@beautybase.com
Phone: 0208 963 5947
Address: Unit 13 Space Business Park, Abbey Road, Park Royal, London NW10 7SU
