Refund Policy

1. Your Statutory Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day cooling-off period for distance purchases. This starts from the day after you receive confirmation of your order. During this period, you may cancel for any reason and receive a full refund.

Exceptions: The right to cancel does not apply to digital content once download has begun with your consent, or to bespoke/personalised services that have already commenced with your agreement.

2. Services

For service bookings, payment is held in escrow until the provider marks the service as complete. If you are not satisfied with the service delivered, you may request a refund or open a dispute before the service is marked as complete. Once a service is marked complete and payment is released, refunds are at the discretion of the provider and platform.

3. Physical Products

For physical product orders, you may request a refund within 14 days of receiving the item. The product must be returned in its original condition. Shipping costs for returns are the responsibility of the buyer unless the item was faulty or not as described.

4. Digital Products

Digital products are non-refundable once the download link has been accessed. By purchasing a digital product, you acknowledge that you waive your right to cancel once the download becomes available.

5. Bespoke Matching Service

The bespoke matching service fee is refundable if we are unable to match you with a suitable provider. If a match is found and you choose not to proceed, the matching fee is non-refundable.

6. How to Request a Refund

To request a refund, navigate to your Orders & Bookings page and click the “Request Refund” button on the relevant order. Provide a clear reason for your request. Our team will review refund requests within 5 business days.

7. Disputes

If you are unable to resolve an issue directly with the provider, you may open a dispute through the platform. Our team will review the dispute and may issue a full or partial refund based on the circumstances. We aim to resolve all disputes within 10 business days.

8. Refund Processing

Approved refunds are processed via the original payment method (Stripe). Refunds typically take 5-10 business days to appear on your statement, depending on your bank or card issuer.

9. Contact

For refund queries, contact us at support@cosmeticformulationhub.com