Return & Refund Policy
You have 14 calendar days from the day of receipt to return your item. To be eligible for a refund, the item must be sealed, unused and as new in its original packaging. For reasons of hygiene, health and safety products that have been opened or used will not be accepted for return or exchange under any circumstances.
If you are at all concerned about a product's suitability for your skin or personal preferences, please choose a Trial Size in the first instance. All of our product's ingredients are listed in full online for ease of checking for allergens prior to purchase.
To complete your return, we require a receipt or proof of purchase (your order number will allow us to trace this).
Please send your qualifying return to:-
Thunderbird Skin Ltd
Eastcourt SN16 9RZ
Please ensure that your return uses a tracked shipping method with a recorded receipt. We cannot be held responsible for any returns that go missing while in transit or are damaged so please package your return accordingly to ensure it arrives back to us undamaged. We would advise simply reusing the packaging we provided.
Returning a used item will result in the product being returned to you at your cost or destroyed.
Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed less a 5% restocking fee (10% for orders processed in any currency other than GBP). A credit will automatically be applied to your original method of payment within 48 hours. All shipping costs are non-refundable.
Damaged or Missing Items
Please carefully inspect your order upon receipt and notify us of any damages or issues within 3 days of delivery as confirmed by your parcel's tracking. Claims for damage or missing items after this period will not be considered.
Cancelling an Order
Should you change your mind and wish to cancel an order, this can only be done prior to your order being dispatched and will incur a 5% restocking fee to cover the card processing costs (10% for orders processed in any currency other than GBP).
We are unable to recall shipped parcels so any order that has already shipped will need to be returned subject to our terms above.
Only regular priced items may be refunded. Sale and discounted items cannot be refunded or exchanged.
Free Gift/Buy 2, Get 1 Free Offers etc
If a product was purchased and delivered with a promotional free gift and your return causes the order to fall below the threshold that earned the free gift, the free gift must also be returned unopened and as new to receive the full refund on the original order. If the free gift is not returned, we reserve the right to deduct its current full value as advertised on our site from the return's total.
Free gifts cannot be returned on their own for any refund or exchange.
We are only able to replace items if they are damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and we will sort you out.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate code will be emailed to you.
You are responsible for paying for the shipping costs to return an item and all shipping costs are non-refundable.
Non-Delivery Of Items
If your order is returned to us owing to one of the following issues:
- Incorrect or inaccessible address
- Addressee gone away
- Parcel not called for
Then you are eligible for a refund of the cost of the item only less our shipping costs or for the item to be shipped again at your expense.
Please note that in the case of an incorrect address, we can only assist if and when the item is returned to us. We are not responsible for items lost due to an incorrect address being entered at checkout.