Refund policy
RETURNS & REFUNDS POLICY
Order Cancellations
Orders may be cancelled for a full refund at any time before they have been dispatched.
If your order has already been dispatched, it cannot be cancelled and our standard returns procedure will apply.
To request a cancellation, please contact us as soon as possible quoting your order number.
Damaged, Faulty or Incorrect Items
We take great care to ensure all orders are packed and dispatched correctly. However, if you receive an item that is damaged, faulty, or not what you ordered, please contact us within 48 hours of delivery.
Please provide:
• Your order number
• A description of the issue
• Photographs of the item and packaging where applicable
Contact:
zoey@oldchemistbridlington.co.uk
Once we have reviewed the information, we will arrange an appropriate resolution, which may include:
• A replacement item
• A refund
• A partial refund where appropriate
Refunds and replacements for damaged, faulty or incorrectly supplied items will be provided at no cost to the customer.
Items Not Received
If your order has not arrived within the expected delivery timeframe, please contact us as soon as possible.
We will investigate the shipment with the carrier and keep you informed throughout the process.
Change of Mind Returns
If you wish to return an item because you have changed your mind, you may do so within 14 days of receiving your order, provided that:
• The item is unused
• The item is unopened
• The item is in its original packaging
• The item is in a fully resalable condition
IMPORTANT
If you are returning an item because you have changed your mind, you are responsible for all return postage costs.
Original delivery charges are non-refundable for change-of-mind returns.
Where a delivery charge was paid when placing your order, this cost will not be refunded.
Where free shipping was provided at the time of purchase, we reserve the right to deduct the actual cost of delivery incurred in sending the order to you from any refund issued.
Refunds will only be issued once the returned goods have been received and inspected and confirmed to be in a resalable condition.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless faulty:
• Opened cosmetics or personal care products
• Opened bath and body products
• Earrings and pierced jewellery
• Any product that has been used, altered or damaged after delivery
This does not affect your statutory rights.
Refund Processing
Approved refunds will be processed to the original payment method.
Please allow up to 10 working days for funds to appear in your account, depending on your payment provider.
Delivery charges will only be refunded where an item is faulty, damaged, incorrectly supplied, not delivered, or where we are otherwise legally required to do so.
For change-of-mind returns, delivery charges and return postage costs are the responsibility of the customer.
How to Request a Return
To request a return or report a problem with your order, please contact:
zoey@oldchemistbridlington.co.uk
Please include your order number in all correspondence.
We aim to respond to all enquiries within one working day.