Returns & Refunds

Last updated: 3 November 2026. This policy forms part of our Terms & Conditions.

Problems with your order

Please check your delivery as soon as it arrives, then email info@ownlabelskincare.com with your order number and photographs where relevant:

• Damaged, missing or incorrect items, or any fault you could spot on a reasonable inspection: within 5 working days of delivery.
• An order that has not arrived: within 14 days of our dispatch confirmation.
• A fault you could not have spotted on a reasonable inspection: within 14 days of finding it, and no later than 12 months after delivery.

If we confirm a problem reported on time, we will replace the affected item, send what is missing or refund its price. We will also cover reasonable return delivery costs. Clause 19 of our Terms & Conditions explains what happens if a problem is reported late.

Changed your mind

Branded, personalised, labelled, bespoke or made-to-order products cannot be returned because you have changed your mind.

Unbranded standard products can be returned within 14 days of delivery if unopened and in saleable condition. You pay the return delivery cost.

How to return goods

• Contact us for a returns number at info@ownlabelskincare.com or on +44 (0) 161 843 4413, between 7.30 am and 5.00 pm, Monday to Thursday.
• Pack goods securely so they arrive in their original condition. We may refuse a refund or exchange for damage caused by insufficient packaging.
• Enclose your proof of purchase.
• We recommend using a tracked and insured service, and keeping your proof of postage.

Returns address:
Own Label Skincare Limited, Unit 2, 9 Mode Wheel Road, Salford, Manchester, M5 5DQ

Refunds

We will let you know once we have received and inspected your return. Approved refunds are issued to your original payment method within 10 working days. Your bank or card provider may take a little longer to show it.

Your legal rights

Nothing in this policy affects any legal rights that cannot be excluded. If you buy as a consumer, these time limits do not affect your legal rights, including any right to cancel.