Returns & refunds.
If something isn’t right, we’ll put it right. Here’s how returns work at Cetoderm, in plain English.
The short version
- Faulty or damaged6 months
If a product is faulty or defective, you can return it within 6 months of delivery for a repair, a replacement or a refund. That’s your right under the Consumer Protection Act, and we cover the cost of sending it back.
- Changed your mind30 days
Send back any unopened, unused product in its original packaging within 30 days of delivery for a refund. The return delivery is up to you.
- Opened skin careHygiene first
For hygiene reasons we can’t take back opened creams and other skin care products just because you’ve changed your mind. If one is faulty, it’s covered like everything else.
How to return something
Get in touch
Send us a message with your order number (it starts with CET-), what you’d like to return and why. If something is faulty or damaged, a photo really helps.
We send instructions
We’ll reply with how and where to send it back. Please wait for our instructions before posting anything, so nothing goes astray.
Send it back
Pack it securely. We cover the return delivery for faulty, damaged or wrong items; for change-of-mind returns it’s up to you.
Your refund
Once your return reaches us, we refund you to your original payment method, usually within 5 to 10 working days.