Refund policy

Refund Policy — Cutis Organic

UK Returns

Contact us at cutisorganicuk@gmail.com before sending anything back. Include your order number, full name, and address.

Eligibility

  • Returns are accepted within the statutory 14-day cooling-off period from the day you receive your order.

  • Items must be unused, unopened, and in original packaging.

  • If an item is not returned in resaleable condition, we may refuse the refund or deduct an amount to cover the loss.

Process and timing

  • Once authorised and received, we will inspect your return and issue the approved refund within 14 days of receipt.

  • Refunds go to the original payment method.

Return postage

  • You are responsible for return postage costs.

  • Any postage costs incurred by Cutis Organic to send your order may be deducted from the refund where applicable.

Sale and promotional orders

  • Orders placed during sales, discounts, or special offers are non-refundable, except where the item is faulty or not as described. This does not affect your statutory rights.

  • If you ordered during a giveaway promotion, a refund may void your giveaway entry.

Management discretion

  • All returns and refunds are subject to authorisation by Cutis Organic.

Cancellations

If you change your mind, email us as soon as possible.

  • If your order has not been processed, we will cancel and refund it.

  • If it has been processed, please return it once received for a refund. Delivery costs are not refunded in this case and our original outbound postage and packaging costs may be deducted.

Damages and Issues

Please check your order on arrival and contact us immediately if it is defective, damaged, or incorrect so we can make it right.

  • For items damaged in transit, contact us within 48 hours of delivery with photos and your order details.

  • Faulty items are protected by the Consumer Rights Act 2015. Your statutory rights are not affected.

Lost or Damaged in Transit (Returns)

We cannot accept responsibility for returns lost or damaged in transit. Please obtain proof of postage and consider a tracked service.

International Orders (Outside the UK)

By placing an international order, you agree that:

  • International shipping carries risk. Cutis Organic is not liable for loss or damage after dispatch.

  • You are responsible for any customs, import duties, taxes, or fees.

  • Processing and dispatch may take up to 4 weeks, with additional delivery time depending on the courier.

  • Tracking will be provided where available.

Exchanges

To get an alternative item, return your product for a refund once accepted, then place a new order.

European Union — 14-day Cooling-off

If your order ships into the EU, you have 14 days from delivery to cancel for any reason. Items must be unused, with tags, and in original packaging. Please include proof of purchase.

Refunds

We will email you when we receive and inspect your return to confirm approval.

  • If approved, we will refund within 10 business days to your original payment method.

  • Your bank or card provider may take additional time to post the refund.

  • If more than 15 business days have passed since approval, email cutisorganicuk@gmail.com.

Legal

Our returns policy complies with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Your statutory rights are not affected.