Last updated: 12 October 2026
Overview
We want you to be happy with every Trulybeauty order. This policy explains how returns and refunds work for orders placed on trulybeauty.co.uk, in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. It does not affect your statutory rights.
Changing your mind (14-day cancellation)
You can cancel your order for any reason within 14 days of the day you receive your goods (or the last item, if your order arrives in more than one delivery). To cancel, tell us clearly by email or WhatsApp and include your order number. After you have told us, you have a further 14 days to send the goods back.
To qualify for a full refund, items should be unused, in their original packaging and in a resalable condition. Please note:
- Sealed products: skincare and body care items that are sealed for health or hygiene reasons cannot be returned once the seal has been broken or the item has been opened or used.
- Condition: we may reduce your refund if an item has lost value because it was handled more than was needed to inspect it.
- Return postage: if you change your mind, you pay the cost of sending the goods back to us.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged, or not as described, please contact us as soon as possible with your order number and clear photos. Under the Consumer Rights Act 2015 you can:
- reject the item and receive a full refund within 30 days of delivery;
- ask for a repair or replacement if more than 30 days have passed; and
- where a repair or replacement is not possible or does not solve the problem, ask for a price reduction or a refund, as the law allows.
We cover the cost of returning faulty or incorrect items and will refund the original delivery charge.
How to return an item
- Email admin@trulybeauty.co.uk with your order number, the items you are returning and the reason.
- We will reply with return instructions and confirm the returns address.
- Pack the items securely and include your order number.
- Post the parcel using a tracked service and keep your proof of postage. Items remain your responsibility until they reach us.
Refunds
Once your return is received and checked, we will email you to confirm. We will refund you within 14 days of receiving the goods back (or of receiving evidence that you have sent them back, whichever is earlier). Refunds go to your original payment method. For change-of-mind returns we also refund the standard delivery charge you paid.
Late or missing refunds
If you have not received your refund yet, first check your bank account again, then contact your card provider or bank, as it can take a few days for a refund to be posted. If you have done this and still have not received it, please contact us.
Cancelling before dispatch
If your order has not yet been dispatched, email us as soon as possible. We will cancel it and refund you in full.
Exchanges
We do not offer direct exchanges. If you would like a different item, return the original for a refund and place a new order. If an item is faulty or damaged, we will replace it where stock allows.
Sale items
Sale and discounted items have the same return and refund rights as any other item. You are refunded the amount you actually paid.
Gifts
If you are returning a gift, the refund goes to the person who placed the order, using their original payment method. Please contact us with the order number.
Need help?
Email: admin@trulybeauty.co.uk
WhatsApp: +44 7402 639937
Post: Trulybeauty, 29 Lewisham Road, London SE13 7QS, United Kingdom