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.
Sets and bundles: if your order was purchased as a set or bundle, it must be returned in full as one complete and integral set. We cannot accept returns of individual items from a set or issue partial refunds for single products within a set, unless agreed by us in writing due to a confirmed fault.
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

Email us: contact Customer Service at sales@roxiecosmetics.co.uk to obtain return authorisation and instructions.
Prepare the item: ensure it is unused and re-packed with all accessories, manuals and protective materials.
Palleted deliveries: retain and return the original wooden pallet.
Include your order number: returns without sender identification/order number cannot be processed.
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: £4.95 (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: please retain the original packaging during the complaint period wherever possible, as this helps protect the goods during transport and allows the item to be assessed safely. If the original packaging is no longer available, the customer must still ensure the item is packed securely and appropriately for collection or transport.
Pallet deliveries: if the original delivery was made on a pallet, the pallet should be retained and used for return transport where reasonably possible, especially for large or heavy items.
Immediate stop-use requirement: where a fault, malfunction or safety-related issue is identified or reported, and continued use could reasonably worsen the fault, cause further damage or create a safety risk, the customer must stop using the product immediately and follow our instructions.
Customer confirmation: after reporting a fault, the customer may be asked to confirm in writing that they have stopped using the product. This confirmation must be provided within 48 hours of our request. Failure to provide confirmation may delay the complaint process.
Collection or return arrangements: once we provide return, collection or repair instructions, the customer must cooperate with us and provide suitable collection availability or return arrangements within 7 calendar days.
30-day repair assessment timeframe: the product must be made available for collection, inspection or repair within 30 calendar days from the date we provide return, collection or repair instructions, unless we agree otherwise in writing.
Failure to follow stop-use or return instructions: if the customer continues to use the product after a fault has been reported, fails to confirm that use has stopped, or does not make the product available for assessment within the required timeframe, the complaint may be placed on hold or administratively closed. Any further damage, deterioration or failure caused by continued use, delayed repair or failure to follow our instructions may not be covered under the warranty.
Further assessment may be required: if the customer contacts us again at a later date regarding the same issue or a worsened fault, we may require a technical assessment to determine whether the later damage was caused by the original manufacturing fault or by continued use after the issue was reported.
Collection and repair costs: where a fault is confirmed and the complaint is accepted under your statutory rights or warranty, we will cover the reasonable necessary costs of repair or replacement, including approved collection or return transport where applicable.
Packaging for collection: if the original packaging is no longer available, the customer must still prepare the product safely for collection using suitable protective packaging. If the item is damaged in transit due to inadequate packaging provided by the customer, this may affect the outcome of the complaint.
Unjustified complaints: if, after assessment, the complaint is not upheld because no manufacturing fault is found or the issue is caused by misuse, accidental damage, incorrect assembly, unauthorised repair, improper maintenance or continued use after the fault was reported, return shipping back to you may 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 receiving the returned item and all required information. 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 for faults that were clearly described at the time of purchase.

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.
- Further damage caused by continued use after a fault, malfunction or safety issue has been identified or reported.
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.
Unauthorised repairs: The warranty is valid only when the product has not been opened, modified, dismantled or repaired by the customer or any third party. Any attempt to repair, adjust, service, rewire, replace components, or interfere with electrical or mechanical parts by a person not authorised by Roxie Cosmetics — including a technician, mechanic, electrician, engineer or external service provider — will immediately void the warranty.
Contact before action: In the event of a malfunction, Roxie Cosmetics must be contacted first. We will provide troubleshooting guidance or arrange authorised service or collection. We cannot accept responsibility for faults or additional damage resulting from independent inspection or repair attempts carried out without our prior approval.

8) Return Address & Contact

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

Email: sales@roxiecosmetics.co.uk

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