Returns and Refund Policy

1. Your Right to Cancel

Under UK consumer law, if you purchase a product online, you generally have the right to
cancel your order and return the item within 14 days of receiving your order, without
having to provide a reason.
After notifying us that you wish to cancel, you must return the item to us within 14 days.
Please note that certain products are excluded from the right to return for hygiene, health,
safety, or other legal reasons, as explained below.

2. Return Conditions

To be eligible for a return, the item must be:
● Unused and in its original condition.
● Returned with all original packaging, labels, tags, and accessories where applicable.
● In a condition suitable for resale.
● Returned within the applicable return period.
We reserve the right to reduce the amount of any refund if the product has been handled
beyond what is necessary to inspect its nature, characteristics, and functionality.

3. Non-Returnable Products

For health, hygiene, and safety reasons, certain products cannot be returned once opened,
unsealed, or used, unless the item is faulty or not as described.
This may include:
● Beauty and skincare products that have been opened or used.
● Health and personal care products that have been opened or used.
● Personal hygiene products.
● Products supplied sealed for hygiene reasons where the seal has been broken.
● Certain cosmetics or products that cannot be resold for health or hygiene reasons.
● Products that are personalised or made to the customer’s specifications, where
applicable.
● Perishable goods, where applicable.
If you are unsure whether your product can be returned, please contact us before sending
the item back.

4. Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, defective, or different from the product you
ordered, please contact us as soon as possible at:
Email: info@poiselondon.com
Please include:
● Your order number.
● Your name and contact details.
● A description of the issue.
● Photographs or videos of the product and packaging, where appropriate.
We will assess the issue and, where appropriate, offer a replacement, repair, refund, or
another suitable remedy in accordance with your legal rights.
You are not responsible for the cost of returning an item that is faulty, damaged, defective,or incorrectly supplied.

5. How to Request a Return

To request a return, please contact us at info@poiselondon.com before sending your item
back.
Please provide your order number and details of the product you wish to return.
Our customer service team will provide you with the relevant return instructions.
Please do not send products back without first contacting us, as this may delay the
processing of your return.

6. Return Postage Costs

If you are returning an item because you have changed your mind or no longer want the
product, you are generally responsible for the cost of returning the item to us.
If the item is faulty, damaged, defective, or incorrectly supplied, Poise London will cover the
reasonable cost of return postage where applicable.
We recommend using a tracked delivery service when returning an item, as we cannot be
responsible for items that are lost or damaged while being returned to us.