Returns and Refunds Policy

This policy applies to products purchased directly from The Face Workshop® Shopify store.

Changing your mind

If you purchase a product online, you normally have the right to cancel your order within 14 days of receiving it without giving a reason.

To exercise your right to cancel, please contact us within 14 days of delivery:

Email: hello@thefaceworkshop.co.uk
Telephone: 020 4572 5676

Please include your name, order number and details of the product you wish to return.

After telling us that you wish to cancel, you must return the product within a further 14 days.

Condition of change-of-mind returns

Skincare and cosmetic products can be affected by opening, handling, contamination and exposure to air. For hygiene and product-safety reasons, we cannot place a product back into sale if we cannot be confident that it has remained unopened and unused.

To receive a full change-of-mind refund, products should be:

• Unopened and unused

• In their complete original packaging

• Free from damage, marking or alteration

• Returned with all components, accessories and promotional items

• In a condition suitable for resale

If a product has been opened, used or handled, we may reduce the refund to reflect the resulting loss in value. If the handling means that the product can no longer safely be resold, that loss in value may be substantial and could amount to the full product price.

We will inspect all returned products before issuing a refund. Products that may have been opened or used will not be returned to sale.

Nothing in this section affects your statutory rights where a product is faulty, damaged, unsafe or not as described.

Return postage

You are responsible for the cost of returning a change-of-mind purchase.

We recommend using a tracked postal service and retaining proof of postage. You are responsible for taking reasonable care of the product until it reaches us.

Please contact us before sending your return so that we can provide the appropriate return instructions.

If a product is faulty, damaged, incorrect or not as described, we will cover reasonable return costs where a return is required.

Refunds

Once the return has been received and inspected, we will notify you of the outcome. Eligible refunds will be made to the original payment method. Refund processing times may vary depending on your bank or payment provider.

Faulty, damaged or incorrect products

Please inspect your order promptly after delivery and contact us if a product is:

• Faulty

• Damaged in transit

• Unsafe

• Incorrect

• Not as described

Please provide your order number and, where possible, photographs showing the problem.

Nothing in this policy affects the rights and remedies available to you under the Consumer Rights Act 2015.

Sets, bundles and promotional gifts

Where products were purchased as a set or bundle, the complete set should be returned to receive a full refund.

Any complimentary gift supplied as part of an order or promotion must also be returned unopened and unused. If it is not returned, or has been used, we may deduct its stated value from the refund.

Cancelling before dispatch

If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible.

We cannot guarantee that an order can be stopped once it has entered the packing or dispatch process. If it has already been dispatched, the normal returns procedure will apply.

Orders purchased from AlumierMD

Some AlumierMD products displayed on our website link to the AlumierMD website for purchase.

Where your payment and order were completed directly through AlumierMD, AlumierMD is the retailer responsible for fulfilment, cancellations, returns and refunds. The Face Workshop® cannot process a refund for an order for which it did not take payment.

Please follow the returns policy and contact instructions provided by AlumierMD.

Products purchased elsewhere

We can only process returns for products purchased directly through The Face Workshop® Shopify store. Products purchased from another retailer must be returned to that retailer.

Our details

The Face Workshop®
GM Investments Group Ltd trading as The Face Workshop®
8 Ely Court
Royal Victoria Place
Tunbridge Wells
Kent
TN1 2SP

Email: hello@thefaceworkshop.co.uk
Telephone: 020 4572 5676

This returns policy is in addition to, and does not affect, your statutory consumer rights.