Care
Refunds
A refund should be simple and quick. This page sets out when you are owed one, how long it takes and the rights you hold under the Consumer Rights Act 2015.
Last updated August 2026
1. When we refund
On a valid cancellation within the fourteen day period, where the goods come back sealed and unused.
Where goods arrive faulty, damaged, or are not as described on this site.
Where we cannot fulfil your order, or a delivery is so late that it defeats the purpose of the order.
2. Your rights if something is wrong
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
Within thirty days of delivery you may reject a faulty product and ask for a full refund. After thirty days, and within six months, we will repair or replace it, and if that is not possible you are entitled to a refund.
A reaction to a cosmetic is not in itself a fault, but tell us anyway. We take every report seriously, log it, and will discuss a goodwill resolution with you.
3. How much you get back
The price you paid for the goods, plus the standard outbound delivery cost where the whole order is returned. If you chose an express service, we refund the standard rate rather than the premium.
Where only part of an order comes back, the delivery cost is not refunded.
We may reduce a refund to reflect any handling beyond what is needed to inspect the goods.
4. How long it takes
We process refunds within three working days of receiving the returned goods, or of accepting a faulty goods claim, and always within fourteen days as the regulations require.
Money is returned to the original payment method. Your bank or card issuer then takes a further three to five working days to show it.
5. If a refund is late
Check your statement fourteen days after we confirmed the refund, then write to sales@neferbeauty.co.uk with your order number. We will trace it with our payment provider and keep you updated until it lands.
6. Complaints and dispute resolution
If you are unhappy with how we have handled a refund, write to info@neferbeauty.co.uk marked for the attention of the directors. We will reply within five working days.
If we cannot resolve matters between us, you may take the complaint to your local Citizens Advice consumer service, or pursue the matter through the courts of England and Wales. Nothing here limits your statutory rights.