Refund policy

Updated: 01/09/2026

Refund & Returns Policy

At Colluxelle, we want you to feel completely confident in your purchase. This policy explains when and how you can return a product or request a refund. It sits alongside — and does not affect — your legal rights as a consumer.

If you have any questions, email us any time at info@colluxelle.com.

Our Empty-Bottle Satisfaction Guarantee

We stand behind our products. If you use your first bottle and don't love the results, we'll refund you — even if the bottle is empty.

To qualify:

  • The guarantee applies to your first unit of a product, one per customer.
  • Contact us within 60 days of delivery at info@colluxelle.com to start your claim.
  • Return the bottle (empty or part-used) to the address we provide. Return postage is covered by you.
  • Once we receive it, we'll refund the price you paid for that product.

We ask for the bottle back so we can keep improving our formulas — and because a genuine promise deserves a genuine process. This guarantee is offered on top of your standard rights below.

Change-of-Mind Returns (Unopened Products)

Changed your mind? You're welcome to return any unopened, unused product in its original sealed packaging within 30 days of delivery for a refund.

  • Products must be sealed and unused. For hygiene reasons we can't accept opened skincare as a change-of-mind return — but if you've tried it and weren't happy, our Empty-Bottle Satisfaction Guarantee above has you covered.
  • Discounted or sale items are not eligible for change-of-mind returns, other than within your statutory 14-day cancellation right (see UK & EU Cancellation Rights below). This exclusion applies to change-of-mind returns only — it does not affect our Empty-Bottle Satisfaction Guarantee, or your rights if an item is faulty, damaged, or incorrect.
  • You'll need your order number or proof of purchase.
  • Please request your return before sending anything back (see below) — items posted to us without an approved return request can't be accepted.
  • Return postage for change-of-mind returns is your responsibility.
  • We'll refund the product price once we've received and inspected the item.

Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or isn't what you ordered, we'll put it right straight away — a full refund or a replacement, including any postage costs, whichever you prefer.

Please inspect your order when it arrives and contact us within 30 days of delivery at info@colluxelle.com with your order number and a photo of the issue, and we'll take care of the rest.

Exchanges

The quickest way to get the product you want is to return your original item under one of the routes above and, once your return is approved, place a new order for the item you'd like instead.

How to Start a Return

  1. Email info@colluxelle.com with your order number and the reason for your return.
  2. We'll reply with return instructions and the return address.
  3. Post the item back to us within 14 days of your return being approved — we recommend a tracked service, and please keep your proof of postage.

Refunds

  • Refunds are issued to your original payment method.
  • Once we've received and checked your return, please allow up to 10 working days for the refund to be processed. It can then take a little longer for your bank or card provider to post it to your account.
  • We refund the price of the product. As shipping is free, nothing is deducted for delivery.
  • If more than 15 working days have passed since we approved your refund and you haven't received it, please contact us at info@colluxelle.com.

Conditions and Non-Returnable Items

  • Gift cards are non-returnable and non-refundable.
  • Opened or used skincare cannot be returned as a change-of-mind return for hygiene reasons. This does not apply to faulty items, or to claims under our Empty-Bottle Satisfaction Guarantee.
  • We may be unable to accept a return that arrives damaged due to inadequate return packaging, or that arrives outside the agreed return window.
  • If a returned item doesn't qualify under this policy, we'll contact you to arrange its return to you (at your cost) rather than dispose of it without your say-so.

We reserve the right to assess the condition of returned items fairly and to decline returns that fall outside this policy. This does not affect your statutory rights below.

UK & EU Cancellation Rights

If you are shipping within the UK or European Union, you have the right to cancel your order within 14 days of receiving it, for any reason and without justification. To exercise this right the item must be unused and in its original sealed condition, and you'll need your proof of purchase. This is separate from, and in addition to, the guarantee and returns options above.

Your Statutory Rights

Nothing in this policy affects your legal rights. Under UK consumer law you have the right to a refund, repair, or replacement for goods that are faulty or not as described, and a right to cancel most online orders within 14 days — though some products that are sealed for hygiene reasons are exempt from cancellation once opened. Our policy above is designed to give you more than the law requires, not less.

Questions about a return? We're a small team who genuinely cares — email info@colluxelle.com and we'll always do our best to help.