Returns & Warranty

Welcome to our returns and warranty page. We aim to make your experience as clear and hassle-free as possible. Please review the detailed policy below.

1) Return Policy (30 Days)

Our return period lasts 30 days from the delivery date. If 30 days have passed, we cannot offer a refund or exchange.

• Items must be unused, unassembled, in resaleable condition, and in the original packaging.
• If your order was delivered on a pallet, the original wooden pallet must be retained and returned (please retain packaging and pallet throughout the cooling-off period).
• Non-returnable items:
  • Perishable goods; intimate or sanitary goods; hazardous materials/flammable liquids/gases.
  • Opened/used cosmetics and beauty products.
  • Pre-order items (unless faulty) and custom-made/bespoke orders.
  • Gift cards, subscription boxes, Roxie Beauty Bags, Mystery Boxes.
  • Outlet items (sold as-is, close to expiry, or with known defects).
• Required documentation: proof of purchase (order number or receipt). Do not send items back to the manufacturer.

2) How to Start a Return

1. Email us: contact Customer Service at sales@roxiecosmetics.co.uk to obtain return authorisation and instructions.
2. Prepare the item: ensure it is unused and re-packed with all accessories, manuals and protective materials.
3. Palleted deliveries: retain and return the original wooden pallet.
4. Include your order number: returns without sender identification/order number cannot be processed.
5. Ship with tracking: for items over £50, use a tracked (and preferably insured) service.

3) Packing & Packaging Requirements

Original packaging strongly required. It protects the item and enables resale as new.

• If you no longer have the original box or pallet: it is your responsibility to pack the item securely (rigid outer carton, internal foam/bubble protection, corner guards, stretch-wrap; for large items a pallet or crate). The product must arrive undamaged.
• Damaged-on-return policy: If we receive a return that is damaged due to inadequate packaging or handling, we may refuse the refund. You may then raise a damage claim with your carrier.
• Missing Original Packaging Fee: returns without the original retail packaging/protective materials (or without the original pallet where applicable) are subject to a 10% restocking & repackaging deduction from the refund to reflect diminished resale value. This deduction does not apply to goods confirmed as faulty under warranty.

4) Refunds & Processing Times

• Inspection: Once received, returns are inspected and you will be notified of approval or rejection within 5 working days.
• Payout: Approved refunds are issued to the original payment method within 5–7 business days.
• Scope: Refunds cover the product cost only; original delivery fees are non-refundable.
• Partial deductions: may apply if items are not in their original condition or are missing parts not due to our error.
• Late/missing refunds: check with your bank or card issuer first; if unresolved, contact us at sales@roxiecosmetics.co.uk.
• Sale items: sale items are eligible for return within 30 days unless specifically marked “Final Sale” or “Outlet”.

5) Exchanges

We replace items only if they are faulty due to a manufacturing defect or damaged in transit (reported in time). Contact sales@roxiecosmetics.co.uk for an exchange authorisation before sending anything back.

6) Surcharges & Redelivery Fees

• Incorrect/Incomplete Address or Uncollected/Refused Parcels: if a shipment is returned to us, we will deduct a return handling fee of £5.00 (parcel) or £50.00 (pallet) from the refund.
• Redelivery on request: £3.95 (parcel) / £50.00 (pallet), payable before re-dispatch.
• Pallet replacement: failure to retain the original pallet for return incurs a £50.00 pallet charge (as invoiced by the carrier).
• Customs duties: where import taxes/duties are unpaid and the shipment is returned or destroyed, no refund will be issued.

7) Warranty & Complaints

We are committed to the quality and durability of our products. Please review the terms below for warranty claims and complaints.

7.1 Complaints Policy

• Original packaging required: retain original packaging during the complaint period. Complaints submitted without the original box may be rejected.
• Pallet deliveries: if the original delivery was on a pallet, the pallet must also be returned with the goods for assessment.
• Shipping responsibility: return shipping for evaluation is the customer’s responsibility. If a complaint is accepted and an exchange is issued, we will cover the outbound shipping of the replacement.
• Unjustified complaints: if the complaint is not upheld, return shipping back to you will be charged.
• Identification required: include your order number; parcels without sender identification cannot be processed.
• Response time: complaints are reviewed within 7 calendar days of receipt. Damage sustained during delivery must be reported within 7 days of receiving the parcel.
• Outlet products: sold as-is with known defects; not eligible for return or complaint.

7.2 Warranty Conditions & Exclusions

• Covered: manufacturing defects, incl. electrical components (subject to the same complaint conditions).
• Not covered (examples):
  • Material discolouration/fading due to use or environmental exposure.
  • Wear-and-tear parts (e.g., stool wheels).
  • Tearing/cracking or damage occurring during use or incorrect assembly.
  • Damage from misuse, improper maintenance, or use beyond intended purpose.
  • Cleaning damage from harsh/non-approved chemicals.
• Evidence requirements: please provide video footage clearly showing the issue and a short step-by-step explaining how it occurred. This helps us rule out misuse and speed up resolution.

8) Return Address & Contact

Roxie Cosmetics
Unit 16, Sisna Park Road 59
Plymouth, PL6 7AE
United Kingdom

Email: sales@roxiecosmetics.co.uk

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This Returns & Warranty policy forms part of our Terms & Conditions. Nothing here affects your statutory rights under UK law.