Refund policy

Return and Refund Policy

Thank you for shopping with Delux Tanners. We want you to be fully satisfied with your purchase. Please review our return terms below.

Returns Eligibility We accept returns within 14 days of delivery for eligible products. To qualify for a return:

  • Items must be unused, unopened, sealed and in their original packaging
  • Items must be in the same condition as received
  • Proof of purchase is required (order number or receipt)

For hygiene and safety reasons, we cannot accept returns on opened or used cosmetic products unless they are faulty. We reserve the right to refuse or reduce a refund if returned items are not received in their original condition. This policy does not affect your statutory rights as a UK consumer.

Faulty or Incorrect Items If an item arrives faulty, damaged or incorrect, please contact us within 7 days of delivery at Delux@deluxtanning.com with your order number and clear photos. Where an item is confirmed faulty or sent in error, we will cover the cost of return postage and arrange a replacement or refund.

Customer Responsibility (Change of Mind Returns) Customers are responsible for:

  • Entering the correct delivery address at checkout
  • Monitoring tracking information after dispatch
  • Arranging and paying for return postage
  • Packaging items securely for return transit

Delux Tanners is not responsible for items lost or damaged during return transit, so we strongly recommend using a tracked service.

Failed Delivery or Returned to Sender If an order cannot be delivered due to customer error (including incorrect address details, failure to collect, or refusal of delivery), the courier may return the parcel to us. Returned parcels can take up to 30 days to arrive back via the courier's return process. Refunds or reshipments can only be processed once the goods are physically received and inspected, and original shipping costs are non refundable.

How to Return an Item

  1. Package the item securely, making sure the eligibility conditions above are met.
  2. Send your return to: Delux Tanners Ltd Suite 312, 111 West George Street Glasgow, G2 1QX United Kingdom
  3. Email Delux@deluxtanning.com with your order number and your tracking number once posted.

Customers are responsible for return postage unless the item is faulty or incorrect. We strongly recommend a tracked service.

How We Receive Returns Returns are first delivered to a secure third-party mailing centre, not directly to our warehouse. This centre forwards parcels to us once a week, every Monday, which means returns typically reach our warehouse the following Tuesday. Because of this:

  • Courier tracking showing "delivered" confirms arrival at the mailing centre only, not receipt by Delux Tanners
  • The mailing centre does not open parcels or verify contents
  • A return is considered received only once it has reached and been accepted at our warehouse

Please factor this weekly forwarding schedule into expected processing times.

Inspection All returned items are inspected on arrival at our warehouse to confirm the correct items have been returned, that they are unused and unopened, that hygiene seals and packaging remain intact, and that the eligibility requirements are met. Refunds cannot be issued before inspection.

Refunds Once your return has been received at our warehouse and inspected, we will notify you by email. Approved refunds are issued to the original payment method within 5 to 10 working days. Processing time begins only after physical receipt and inspection of the returned goods. If a returned item does not meet the eligibility requirements, we will let you know.

Late or Missing Refunds If your refund has not appeared after 10 working days, please check your bank account, then contact your bank or card provider, and then contact us at Delux@deluxtanning.com.

Exchanges We replace items only if they are defective or damaged. Please contact us within 7 days of delivery.

Agreement to Policy By placing an order with Delux Tanners, customers confirm they have read, understood and agreed to our Shipping Policy and Return and Refund Policy prior to checkout.

Agreement to Policy

By placing an order with Delux Tanners, customers confirm they have read, understood, and agreed to our Shipping Policy and Return & Refund Policy prior to checkout.