Please note, the clinic & online shop is closed from Thursday 20th June - Thursday 27th June. All orders created after 6pm on Wednesday 19th June will be shipped on Friday 28th June. Thank you!

Returns, Refunds & Exchange Policy

Returns Information

We understand that on occasion you may need to return an item. Please see the below information on whether you can return an item (this does not effect your statutory rights).

Items eligible for return.

1. Items that have not been opened or used
2. It is returned in perfect resalable condition
3. It is returned to us within 14 days of receipt of the order

Items not eligible for return.

1. The product has been opened
2. The product has been used

To return an item(s), please email orders@skinbycourtneymelody.co.uk for assistance. Any returns sent without prior notification may not be accepted.

Standard Returns Terms & Information

1. If a purchased product has been used or opened, then it will not be eligible for a return, refund or exchange.
2. Returns postage is at your own cost and risk. We would recommend that you return your items via a signed and tracked delivery service. Please ensure you add a note inside the parcel to confirm your order number so it is clear who has returned the item.
3. Any delivery charges paid for on an initial order are not eligible for a refund.
4. Some goods are non-returnable for hygiene reasons. Please note that this does not affect your statutory rights.
5. Once a refund has been issued you will receive a confirmation email detailing the amount that has been refunded, and the item(s) that we have received back.
6. Refunds can only be made to the billing details provided when ordering.
7. We aim to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item.
8. If you exercise your right of cancellation after 14 days of receipt of the order, any returned goods must be in perfect resalable condition (inner and outer packaging fully intact) and are subject to a 25% re-stocking charge.
9. All orders are processed in GBP (Great British Pounds) and refunds will be made in GBP. SKIN BY COURTNEY MELODY LTD cannot be held responsible for any exchange rate charges on foreign orders at the point of processing a refund. This is the responsibility of your bank or credit card processing company.
10. Items ordered from our Sale section are not eligible to be returned for a refund or exchange.

Further Returns Information

It may be that you need to return an item for another reason other than listed above. This section provides more information on returns for the following:

  • Damages / Shortages / Incorrect Products
  • Faulty Products
  • Reactions to products
  • Refused / Undeliverable Packages

Please note, in order to investigate any claims of faulty or damaged products, we will require the product and related packaging to be returned, please contact orders@skinbycourtneymelody.co.uk for details.

Unfortunately, we are unable to accept these claims without the relevant packaging as they must be returned and logged with the manufacturer.

Damages / Shortages / Incorrect Products
Please inspect goods fully on receipt. Any damages/shortages/ incorrect products must be reported to SKIN BY COURTNEY MELODY LTD in writing at orders@skinbycourtneymelody.co.uk within 24 hours from receipt of goods, with full details of the issue, along with photographs of all packaging and contents.

If a return /refund/replacement/ exchange is required, SKIN BY COURTNEY MELODY LTD will provide full details on this process during email correspondence.
SKIN BY COURTNEY MELODY LTD cannot accept responsibility for damages/shortages/ incorrect products reported after the stated 24 hour period.

Faulty Products
If you feel that an item you have received is faulty, please report this immediately in writing with detailed information on the issue to SKIN BY COURTNEY MELODY LTD at orders@skinbycourtneymelody.co.uk
If a return/refund/replacement/exchange is required due to a fault, SKIN BY COURTNEY MELODY LTD will provide full details on this process during email correspondence.

Reactions to Products
NOTE: It is the customer’s responsibility to patch test any product prior to use. Always check the compatibility of any purchased products with other products that can affect the results described.

If you have followed the above process but feel that you have had a reaction to a product, please immediately report this in writing to SKIN BY COURTNEY MELODY LTD at orders@skinbycourtneymelody.co.uk

Depending on the issue with the item, further guidance on product use will be offered. Often it may be due to product usage as opposed to a reaction, particularly with clinical strength skincare.
If a return /refund/replacement/ exchange is required due to a reaction, SKIN BY COURTNEY MELODY LTD will provide full details on what to do during email correspondence, but please note, in order to be eligible to the above, photos must be taken of the patch test to prove reaction.

Refused / Undeliverable Packages
In the case of a parcel being returned to SKIN BY COURTNEY MELODY LTD due to an incorrect delivery address being provided or the customer not collecting from their postal office / depot, a re-delivery cost will be charged. The costs for this are as follows; £5 for UK delivery.

If the customer chooses to cancel the order in this instance instead of re-posting, the original postage and packaging cost will not be refunded.

Need help?

Contact us at orders@skinbycourtneymelody.co.uk for questions related to returns, refunds and exchanges.