Refund policy
Faulty, damaged or incorrect items
If something arrives damaged, faulty, or isn't what you ordered, please email hello@lazuliremedies.co.uk within 14 days of receiving it. Include your order number and a photo if you can.
We'll arrange a replacement or a full refund, whichever you'd prefer, and we'll cover the cost of sending it back to us.
Changed your mind?
You have 14 days from the day your order arrives to let us know you'd like to return it. You don't need to give a reason.
Once you've told us, please send the items back to us within 14 days.
Which items we can accept back
Because everything we make is skincare that's applied directly to the body, we can only accept returns on items that are still sealed and unopened. Once a seal has been broken we can't resell the product for hygiene reasons, so unfortunately we're unable to take it back.
This doesn't affect your rights if an item arrives faulty, damaged, or isn't what you ordered - see above.
How to return something
- Email hello@lazuliremedies.co.uk with your order number and which items you'd like to return.
- We'll confirm your return and send you the return address.
- Post the items back to us, unopened and in their original packaging, along with your proof of purchase.
Please don't send anything back before getting in touch - we're a small operation and unexpected parcels are easily missed.
Return postage
If you've changed your mind, return postage is at your own cost. We'd recommend using a tracked service, as we can only refund items that reach us safely.
If the item is faulty, damaged or incorrect, we'll cover the cost of returning it.
International returns: please mark the parcel clearly as returned goods to avoid customs charges. We're not able to refund any duties or customs fees incurred on a return.
Refunds
Once your return arrives and we've checked it over, we'll refund you within 14 days, to the original payment method.
For change-of-mind returns of a whole order, we'll also refund the standard delivery charge you paid. If you chose a faster delivery option, we'll refund the standard rate. If you're returning only part of an order, the delivery charge isn't refunded.
Exchanges
The quickest way to exchange something is to return the original item for a refund and place a new order. That way you're not waiting on us to process one before the other.
Delivery problems
If tracking says your order was delivered but it hasn't reached you, please let us know. Your order is our responsibility until it's physically in your hands, so we'll investigate with the courier and put things right.
If a parcel comes back to us because the delivery address was incorrect or incomplete, we're happy to resend it - we'd just ask you to cover the postage a second time.
Your legal rights
Nothing in this policy affects your statutory rights.
If you're in the UK, you have the right to cancel a distance purchase within 14 days of receiving it under the Consumer Contracts Regulations 2013, and separate rights in relation to faulty goods under the Consumer Rights Act 2015. The 30-day window above is offered in addition to those rights, not instead of them.