Last Updated: July 2026

At VivaCare Beauty, we want you to shop with confidence. If you are not completely satisfied with your purchase, this Returns & Refund Policy explains your rights and the conditions under which returns, replacements and refunds are accepted.

This policy does not affect your statutory rights under UK consumer law.

 

1. Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you may have the right to cancel your order within 14 days of receiving your goods.

To exercise this right, you must notify us within the cancellation period before returning the item.

Please note that this right does not apply to certain products that have been unsealed after delivery where they are unsuitable for return due to health protection or hygiene reasons.

 

2. Eligibility for Returns

To be eligible for a return, products must:

• Be unused and in their original condition.
• Be returned in their original packaging where reasonably possible.
• Include all accessories, instructions and promotional items supplied with the order.
• Show no signs of misuse, damage or excessive handling.

We reserve the right to refuse returns that do not meet these conditions.

 

3. Non-Returnable Items

For hygiene and safety reasons, we are unable to accept returns for products that have been opened, used or unsealed, including but not limited to:

• Skincare products
• Haircare products
• Beauty treatments
• Cosmetic products
• Personal care items

This restriction does not apply where a product is faulty, damaged or not as described.

 

4. Faulty, Damaged or Incorrect Items

If your order arrives:

• Damaged;
• Defective;
• Incorrect; or
• Incomplete,

please contact our Customer Support team as soon as possible after delivery.

To help us resolve the issue quickly, we may request:

• Your order number.
• A description of the issue.
• Clear photographs of the product and packaging.

Where appropriate, we may offer:

• A replacement;
• A refund; or
• Another suitable resolution in accordance with your statutory rights.

 

5. Return Process

If your return is approved, we will provide instructions explaining how to return your item.

Items returned without prior authorisation may experience delays in processing.

Customers are responsible for ensuring returned products are securely packaged to prevent damage during transit.

 

6. Return Shipping Costs

If you are returning an item because:

• You changed your mind; or
• The product is no longer required,

you may be responsible for the return shipping costs.

If the return is due to:

• A faulty product;
• A damaged product;
• An incorrect item supplied; or
• Any error on our part,

we will arrange an appropriate solution, which may include covering the reasonable return shipping costs where applicable.

 

7. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed using your original payment method.

Please note that your payment provider or bank may require additional time before the funds appear in your account.

Original delivery charges may not be refundable except where required by applicable law.

 

8. Exchanges

We do not currently offer direct exchanges.

If you wish to purchase a different product, you may place a new order after your original return has been processed, where applicable.

 

9. Late or Missing Refunds

If you have not received your refund after being notified that it has been processed, we recommend that you:

• Check your bank account.
• Contact your card provider or payment provider.
• Contact your bank, as processing times may vary.

If you have completed these steps and still require assistance, please contact our Customer Support team.

 

10. Refused Deliveries

If a parcel is refused without prior agreement or returned due to an incorrect delivery address provided by the customer, any refund issued may be reduced by:

• Return shipping costs;
• Courier charges;
• Administrative fees incurred during the return process,

where permitted by applicable law.

 

11. Consumer Rights

Nothing in this Returns & Refund Policy limits or excludes your statutory rights under the:

• Consumer Rights Act 2015;
• Consumer Contracts Regulations 2013; or
• Other applicable consumer protection legislation in the United Kingdom.

Where goods are faulty, not as described or not of satisfactory quality, you may be entitled to a repair, replacement or refund in accordance with UK law.

 

12. Contact Us

If you have any questions regarding returns or refunds, please contact our Customer Support team using the contact details available on the VivaCare Beauty website.