Refund policy

 

Return and Refund Policy

Effective Date: 20 January 2026

Return Rules Summary

  • Returns accepted within 14 days of delivery
  • Customer is responsible for return shipping costs
  • No restocking fee applied
  • No final sale items

Important Notice Regarding Skincare Products

Due to the nature of our products, we are unable to accept returns or offer refunds on any skincare items for change of mind. This policy is in place to protect the health and safety of all our customers and to maintain the highest standards of hygiene.

Why We Cannot Accept Returns

Our skincare products are classified as cosmetic and personal care items. Once opened, used, or removed from their original packaging, these products cannot be resold or restocked for health and safety reasons. Even unopened products cannot be guaranteed to have maintained their integrity once they have left our premises.

Your Statutory Rights

This policy does not affect your statutory rights under UK consumer law. You are entitled to:

  • Faulty or misdescribed products: If you receive a product that is faulty, damaged, or not as described, please contact us within 14 days of receipt. We will assess the issue and, where applicable, provide a replacement or refund.
  • Incorrect items: If you receive the wrong product, please contact us immediately. We will arrange for the correct item to be sent to you at no additional cost.

Returns Process for Faulty or Incorrect Items

If you need to return a faulty, damaged, or incorrect product:

  1. Contact us within 14 days of delivery at Hello@Haloskinuk.com with your order number and details of the issue
  2. We will provide you with return instructions
  3. You are responsible for return shipping costs unless the item is faulty or we sent the wrong product
  4. No restocking fee will be charged for approved returns
  5. Once we receive and inspect the returned item, we will process your refund or replacement within 5-7 business days

Damaged or Defective Products

If your product arrives damaged or defective, please contact us within 48 hours of delivery at hello@haloskinuk.com with:

  • Your order number
  • A clear photograph of the damaged or defective product
  • A description of the issue

We will review your claim and, if approved, provide a replacement or full refund. For faulty items, we will cover the return shipping costs.

Allergic Reactions and Skin Sensitivity

We recommend reviewing all ingredient lists carefully before purchasing. If you have known allergies or sensitivities, please consult the product information or contact us before placing your order. Unfortunately, we cannot accept returns or offer refunds due to allergic reactions or skin sensitivity, as individual reactions vary and cannot be predicted.

Order Cancellations

You may cancel your order for a full refund if:

  • Your order has not yet been dispatched
  • You contact us within 24 hours of placing your order

Once an order has been dispatched, it cannot be cancelled.

Refund Method

Approved refunds will be processed to your original payment method within 5-7 business days of receiving and inspecting the returned item.

How to Contact Us

If you believe you have received a faulty, damaged, or incorrect product, please contact us at:

Rothcross Limited (trading as HALO)
Registered Office: 124 City Road, London, EC1V 2NX, United Kingdom
Company Registration Number: 16972255
Email: Hello@Haloskinuk.com
Response time: We aim to respond within 48 hours

Consumer Rights

This policy is designed to comply with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Your statutory rights as a consumer are not affected by this policy.

For more information about your consumer rights, please visit the Citizens Advice website at www.citizensadvice.org.uk.