Refund policy

Thirty days to change your mind, on anything, for any reason. That sits on top of the legal rights below rather than replacing them.

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 calendar days from the day you receive your order to cancel it, without giving a reason. You then have a further 14 days to send the goods back.

To cancel, email hello@reflectecom.co.uk with your order number and the word "cancel". A clear statement is all that's required — you don't need a form.

We refund within 14 days of receiving the goods back, to the payment method you used. That includes the standard delivery charge you originally paid.

Our 30-day policy

Beyond the statutory 14 days, we'll accept returns up to 30 days from delivery. Items need to be unused and in their original packaging. Return postage in this window is yours to cover unless the item is faulty.

If something is faulty or not as described

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If yours aren't:

  • Within 30 days — a full refund
  • Within 6 months — repair or replacement, or a refund if that isn't possible

Send a photograph to hello@reflectecom.co.uk and we'll sort it. In most cases we won't ask you to post a faulty item back, because it costs more than it's worth to everyone involved.

What we can't take back

  • Opened skincare or cosmetic items, on hygiene grounds, unless faulty
  • Items returned damaged through use rather than fault
  • Gift cards

Electrical items you've simply tried and decided against are fine to return — trying something on or switching it on isn't "use".

How to return

  1. Email us with your order number
  2. We reply with the return address within one working day
  3. Send it back with proof of postage — we recommend a tracked service
  4. We refund within 14 days of it arriving

Please don't send anything back before emailing us. Our returns address isn't the address on your parcel, and unannounced returns can go astray.