Returns and Refunds

Returns and Refunds

Thinking of returning an item?

If you would like to return an item that you have bought from us, you may do so at any point up to 28 days from when it was delivered.
We accept most goods back as long as the product has not been opened and is in a re-saleable condition; for example, the item must have all its packaging, wrapping and tamper seals intact. If the product has been opened then it is deemed you have accepted the item and for this reason cannot necessarily be refunded for.

Please contact us first to [email protected] or call 0203 072 1000  to advise us that you wish to return the item and return to the address on the front of the invoice.

If we agree to the return you must then return it to us under the following conditions:

We will only accept unopened, unused goods for a refund.
You must return the products in their original packaging unopened.
You must return the products by Signed For Delivery either with Royal Mail or Courier.

Once your item is received by us and it meets the criteria above, we will apply a refund to the original method of payment for the value of the goods excluding delivery within 14 working days.
We are very confident about the products on our website, however we are all individual and some ingredients may trigger sensitivities. We try to list all of the ingredients but if any are unavailable then please contact us and we will check for you.

We regret to inform that we are unable to offer a refund, credit or exchange if, after using the product, you find you are in any way sensitive to it or it is unsuitable for your needs. This does not affect your statutory rights.

Return items. Send the items you wish to return to Gentle Beauty Co Ltd once we have agreed to it. Wrap items securely in the same or similar packaging in which you received them. The item is your responsibility until it reaches us. We recommend you return your package by Recorded Delivery or using a delivery service that insures you for the value of the goods as Gentle Beauty Co Ltd is not liable for lost returned parcels. We are not liable for the cost of returning any goods. The address for returns is:

Gentle Beauty Co Ltd

10 Thornsett Road


SW18 4EN

Inspection and Refund. All returned goods will be examined upon receipt. For reasons of hygiene we are unable to offer refunds or replacements on any opened or used goods unless they are faulty. We will process your return as quickly as possible and will notify you by email once your refund has been processed. Your refund will be made by the original or agreed payment method, no later than 14 working days after we have received the goods. Please note that delivery charges are not refunded.
Gentle Beauty Co Ltd reserves the right to monitor customer cancellations or returns, and charge administration fees, payment processing fees and refuse returns if a customer is repeatedly found to be buying and returning goods. Each return is assessed on an individual basis taking the customer history into consideration.



Unfortunately, we are unable to offer product exchanges at this time, should you wish to exchange your item for another product, please arrange a return for the unwanted item and place an order online for the product you would like to buy.

Damaged Goods

Should an item arrive damaged, please contact us within 5 working days of delivery and we will be able to assist you. We regret that we are unable to acknowledge claims for damage should we be informed outside of this time scale. In the event of receiving damaged goods please contact us on 0203 072 1000, Monday to Friday 9.30 – 5.30 or email  [email protected] .


Under the distance selling regulations, you have the right to cancel your order for a full refund within 7 working days from the date of receipt of the goods if you send your notice of cancellation in writing and return the goods to Gentle Beauty Co Ltd in their original, unopened and unused condition. This does not apply to Special Offers. Please note that credit card charges are not refunded. To cancel your order, please, contact us on 0203 072 1000 or email [email protected] , quoting your full name and order number. You can cancel your order online at any point up to the completion of the secure payment section at the checkout. Beyond this point, your order may be dispatched at any time, even before you receive your dispatch confirmation email. If your order has already been processed and dispatched, you will need to return the order to Gentle Beauty Co Returns as above. Your statutory rights are not affected.