Customer care

Returns & Refunds

The Covet Beauty store is not open yet, so there is nothing to return. This page sets out the rights you will have when it opens, and what we have still to confirm.

Cancelling an online order

Because you will be buying at a distance, the Consumer Contracts Regulations 2013 give you a cancellation right that does not depend on anything being wrong with the goods:

• You have 14 days from the day you receive your order to tell us you are cancelling. You do not have to give a reason.
• You then have a further 14 days to send the goods back.
• We must refund you within 14 days of getting the goods back, or of your proof that you sent them, whichever is sooner.
• The refund includes the standard delivery charge you paid on the way out.

The exception for sealed cosmetics

The same regulations make an exception for sealed goods that are not suitable for return once unsealed, for reasons of health protection or hygiene. Much of what a beauty shop sells falls into that category. In practice, if a product is sealed and you have opened it, the 14-day cancellation right no longer applies to it. If it is unopened and still sealed, it does.

If something is faulty

This is separate from cancelling, and hygiene seals do not take it away. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

• For the first 30 days you can reject them and get a full refund.
• After that, you can ask for a repair or replacement, and for a refund if that does not put it right.
• Nothing we publish can take these rights away.

When the store opens

This page will set out exactly how to start a return, where to send it, who pays the postage, how long a refund takes and how we handle a faulty item.

Questions

Email us at hello@covetbeauty.co.uk. Our delivery page covers orders on the way out.