Welcome to our returns and warranty page. We aim to make your experience as clear and hassle-free as possible. Please review our detailed policy below.
Return Policy
General Return Policy:
- Our policy lasts 30 days from the delivery date. If 30 days have passed, we can't offer a refund or exchange.
- Items must be unused, in the same condition as received, and in the original packaging. If delivered on a pallet, the wooden pallet must be included (please make sure to retain original packaging of the product and pallet for cooling-off period).
Non-Returnable Items:
- Perishable goods.
- Opened cosmetics.
- Intimate or sanitary goods.
- Hazardous materials, flammable liquids, or gases.
- Pre-order items (unless faulty) - with 2-3 weeks dispatch time.
- Gift cards.
- Subscription boxes.
- Roxie Beauty Bags.
- Mystery Boxes.
- Outlet items (close to expiry date).
Required Documentation:
- A receipt or proof of purchase is required.
- Do not send items back to the manufacturer.
Partial Refunds:
- Items not in original condition, damaged or missing parts not due to our error.
Refund Process:
- Once your return is received and inspected, we'll notify you via email of the approval or rejection of your refund within 5 working days.
- Approved refunds will be processed to your original method of payment within a 5 working days.
Store Credit:
- Applies if items were not collected from the post office, returned due to mistake or without reason, or if the address was incomplete or unknown.
- Also applies if the buyer changes their mind.
Late or Missing Refunds:
- Check your bank account and contact your debit/credit card company or bank.
- If you still haven't received your refund, contact us at sales@roxiecosmetics.co.uk.
Sale Items:
Only regular-priced items may be refunded; sale items cannot.
Exchanges:
- We only replace items if they are defective or damaged.
- Contact us at sales@roxiecosmetics.co.uk for exchanges and send your items to:
- Roxie Cosmetics, Unit 16, Sisna Park Road 59, Plymouth, PL6 7AE, United Kingdom.
Gifts:
- Items marked as gifts will receive a gift credit.
- If they weren't marked as gifts, refunds will go to the gift giver.
Shipping:
- Customers are responsible for their own shipping costs for returns.
- For items over £50, use a trackable shipping service or purchase shipping insurance.
Surcharges:
- Incorrect Delivery Address: If a package is returned to us due to an incorrectly inputted delivery address, a fee of (£5.00 - for packages) and (£50.00 - for pallet) will be deducted from your refund.
- Uncollected Packages: If a package is returned to us due to an incorrectly inputted delivery address, a fee of (£5.00 - for packages) and (£50.00 - for pallet) will be deducted from your refund.
- Redelivery of a Package: Request of redelivery of a parcel, a fee of £3.95 will apply.
- Redelivery of a Pallet: Request of redelivery of a pallet, a fee of £50.00 will apply.
- Lack of Wodden Pallet: If you will not retain wooden pallet for return, we will be charged £50.00 by delivery company for supplying one pallet, and it will passed to the customer.
Returns Process
1. Contact our customer service at sales@roxiecosmetics.co.uk.
2. Ensure the item is in unused condition and in the original packaging.
3. If delivered on a pallet, retain the pallet for return.
4. Include a note with your order number in the packaging. Returns without note with order number won't be considered.
5. Once received, refunds are processed within 5-7 business days to the original payment method or as store credit.
Warranty & Complaints
At Roxie Cosmetics, we are committed to ensuring the quality and durability of our products. Below are the detailed terms and conditions regarding product warranty and complaints:
Complaints Policy
-
Original Packaging Required
Customers must retain the original packaging during the complaint period. Complaints submitted without the original box will not be accepted. -
Pallet Deliveries
For orders delivered on a pallet, the pallet must also be returned with the goods. -
Shipping Responsibility
Return shipping for complaint evaluations is the responsibility of the customer. If the complaint is accepted and an item is exchanged, Roxie Cosmetics will cover the cost of shipping the replacement back to the customer. -
Unjustified Complaints
If a complaint is deemed unjustified, the cost of shipping the item back to the customer will also be borne by the customer. -
Identification Required
All complaint returns must include the order number. Parcels received without sender identification will not be processed. -
Response Time
Complaints will be reviewed within 7 calendar days from the date we receive the returned item(s). For damage sustained during delivery, customers must notify us within 7 days of receiving their parcel. -
Outlet Products
Items sold through our Outlet section are sold as-is with known defects. These items are not eligible for returns or complaints.
Warranty Conditions
Warranty Exclusions
The following are not covered under the warranty:
- Material discolouration or fading due to use or environmental exposure.
- Wear and tear parts - stool wheels, etc.
- Ripping or tearing of material during use.
- Damage resulting from improper use of the product or use not in accordance with its intended purpose.
Electrical Components
Electrical parts are covered under the warranty, subject to the same complaint conditions.
Evidence Requirements
Customers are required to provide video footage clearly showing the issue, along with a step-by-step explanation of how the issue occurred. This helps us identify any potential misuse or violations of proper usage.
For any queries or additional information, feel free to contact us at sales@roxiecosmetics.co.uk.