Returns & Refunds
Last updated · September 2026
This policy sets out your legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, and how we apply them. It does not replace those rights — it explains them.
The short version. You have 14 days from delivery to change your mind for any reason, and 14 more days to send the item back. You may open the box and inspect the product, just as you could in a shop. We refund the price plus standard delivery within 14 days of getting it back.
1. Your right to cancel
You may cancel your order at any point from placing it until 14 days after the day you receive it. You do not need to give a reason.
To cancel, simply tell us before the 14 days are up — email loceanuk@gmail.com with your order number and the words “I cancel”. You may use the model form at the bottom of this page, but you do not have to. Any clear statement is enough.
2. Sending it back
Once you have told us you are cancelling, send the item back within 14 days. We will confirm the return address by email.
You pay the cost of return postage unless the item is faulty, damaged or not what you ordered — in those cases we cover it. Please use a tracked service and keep your proof of postage; until the parcel reaches us it is your responsibility.
Opening the box
You are allowed to handle the product as much as you reasonably need to in order to establish what it is and whether it works — the same handling you could do in a shop. Opening the outer carton to look at the bottle is fine.
If you handle it beyond that — for example by using a meaningful amount of the cream — we may reduce your refund to reflect the loss in value. We will always explain the deduction and how we calculated it before we make it.
Hygiene seal
Each bottle is supplied with a protective hygiene seal. If that seal has been broken, the product cannot be resold and the right to cancel no longer applies, in line with regulation 28(3) of the 2013 Regulations. This does not apply if the product is faulty.
3. Your refund
- We refund the full price you paid, plus the £4.95 standard delivery charge we charged you on the way out.
- We refund within 14 days of receiving the item back, or of you giving us proof that you have sent it — whichever comes first.
- Refunds go to the original payment method via Stripe. We do not charge a fee. Your bank may take a further 2–5 working days to show it.
4. If the product is faulty or not as described
These rights are separate from, and in addition to, the 14-day cancellation right above.
| When | What you can ask for |
|---|---|
| Within 30 days of delivery | A full refund — your short-term right to reject. |
| Within 6 months | A repair or replacement. If that fails, a refund. We must prove the fault was not there at delivery. |
| Up to 6 years | You may still have a claim if the product was not of satisfactory quality when sold. |
We pay return postage on faulty items. If a parcel arrives damaged, a photo helps us resolve it immediately — often without a return at all.
5. Model cancellation form
You are welcome to copy this into an email. Using it is optional.
To [[REGISTERED COMPANY NAME]], [[FULL REGISTERED ADDRESS]], loceanuk@gmail.com:
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on: ____________
Order number: ____________
Name: ____________
Address: ____________
Date: ____________
6. Questions
Write to loceanuk@gmail.com and we will answer within one working day. Free independent advice is available from the Citizens Advice consumer service.
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