Refund policy

Return and Refund Policy

Thank you for shopping with Delux Tanners. We want you to be fully satisfied with your purchase, so please read our return terms below. This policy does not affect your statutory rights as a UK consumer.

1. 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.

2. Subscriptions

Our Subscribe and Save plan has a minimum of two orders. The discount on your first order is given on that basis, as shown on the product page.

  • Cancelling within 14 days: you can cancel your subscription within 14 days of receiving your first order, with no minimum and nothing further to pay.
  • Cancelling after 14 days: after that, the two-order minimum applies. If you cancel before your second order has been completed, or ask us to cancel or refund your second order, the first-order subscription discount no longer applies. We will deduct the value of that discount from any refund you are due.
  • After your first two orders, you can skip or cancel whenever you like.

This does not affect your statutory rights, including your rights if an item is faulty or not as described.

3. Faulty or incorrect items

If an item arrives faulty, damaged or incorrect, please contact us within 7 days of delivery through our contact form 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.

4. Exchanges

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

5. Change of mind returns: your responsibilities

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.

6. 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.

7. 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. Once posted, send us your order number and tracking number through our contact form.

Customers are responsible for return postage unless the item is faulty or incorrect.

8. 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, so 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.

9. Inspection

All returned items are inspected on arrival at our warehouse to confirm that 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.

10. 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.

11. Late or missing refunds

If your refund has not appeared after 10 working days:

  1. Check your bank account again.
  2. Contact your bank or card provider.
  3. Then contact us through our contact form.

12. 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.