Returns
We hope that you are delighted with your order. However, if for any reason you are not
entirely satisfied, or you otherwise wish to cancel your order, you may return any item in its
original condition for a refund within 14 working days from delivery.
If the items listed on the dispatch note do not match those in your delivery, please notify us
immediately by contact form.
We aim to respond to all enquiries within 2-3 business days.
If you return items for reasons other than defects in the goods or incomplete or incorrect
delivery, you will be required to arrange and pay for the return of the items to us. Please
ensure you obtain a Proof of Postage when you return the goods to us. You should retain
your Proof of Postage to provide proof to us that you have returned the goods in the
unlikely event that we do not receive the returned parcel.
If you require a refund, we will refund the price paid by you for the goods within fourteen
(14) days of receiving your returned goods, provided that you have returned the goods to
us at our HQ address within 14 working days of delivery to you or your notifying us of
cancellation.
Refunds will only be made against the original credit/debit card used.
If you cancel your order but do not return such goods to us within 14 working days of
notifying us of cancellation, we shall be entitled to withhold payment of any refund.
Please Note: We will not provide a refund if goods show any signs of use or are returned
to us in an unsaleable condition.
Damaged, Faulty or Incorrect Items
If the goods you receive are damaged or faulty in any way or not what you originally
ordered, we will be happy to exchange the items or offer you a refund.
Please notify us immediately by emailing customer service via contact form. We aim to
respond to all enquiries within 2-3 business days.
To ensure prompt resolution, please provide the order number and keep the box, packing
materials and damaged items for inspection by the carrier.
This policy only applies to online purchases; we cannot process returns for purchases
made within a partnered retail location.
Returns for online purchases will not be accepted for return or exchange at a Full Mellow
Cosmetics stockist or store.
This policy does not affect your rights under the law as a consumer, which applies in
addition.
The Returns Process
Step 1 - Completing the Necessary Documentation
Contact us via refund form with your order details, including your name, email,
order number, date of purchase, items being returned and reason for doing so.
Step 2 - Returning the Product
Please note that a refund will not be provided for returned goods that show signs of use or
are in an unsaleable condition (unless you return damaged goods). Goods must be
returned to us at the address we send you via email within 14 working days of delivery to
you, or you notify us of cancellation. Please ensure that the returned parcel is properly
sealed.
However you return your parcel, please retain your proof of postage to provide proof to us
that you have returned the goods in the unlikely event that we do not receive the returned
parcel. We cannot accept liability for returned goods lost in transit.
Step 3 - Processing the Refund
If you have chosen a refund, we will process the calculated refund within thirty (30) days of
receiving your returned goods, provided that you have returned the goods to us in their
original condition at our HQ within 14 working days from delivery. You will receive an email
notification of your refund from our Customer Service Team.
If you have requested an exchange or replacement when ringing the Customer Services
Team, this will be processed within 7 working days of receiving your returned goods and
will be delivered via standard delivery.
Please note: Only products purchased on Full-Mellow.co.uk online may be returned for
refund or exchange. Online purchases cannot be returned at our stockists or stores.
If you have any questions about returns, please contact us via the contact form. We aim to
respond to all enquiries within 2-3 business days.