Refund policy

Last updated: 28 September 2026

We hope you love your Organza Natural Skincare order. If you need to cancel an order, request a return or report a problem, please read this policy carefully.

Nothing in this policy limits or excludes your statutory consumer rights.

HOW TO REQUEST A RETURN

You can submit a return request through our online returns process by signing into your customer account and selecting the relevant order.

If you cannot access the online return process, please email organzaskincare26@gmail.com with:

• Your name

• Your order number

• The product you wish to return

• The reason for the return

• Photographs where the product is faulty, damaged, incorrect or not as described

For an eligible change-of-mind return, you must tell us that you wish to cancel within 14 days of receiving your order. After notifying us, you must return the product within a further 14 days.

We will review your request and provide the correct return instructions and return address.

Do not send a product back until you have received the correct return address and instructions. Our registered office is not our operational return address. Sending a product to an unauthorised address may delay the return or refund process.

CHANGE-OF-MIND RETURNS

For most eligible products purchased online, you have the right to notify us that you wish to cancel within 14 days after receiving the product.

To receive a full change-of-mind refund, the product should be:

• Unused and unopened

• In its original packaging

• In the same condition in which it was received

• Accompanied by the relevant order details or other proof of purchase

• Returned with its tamper-evident hygiene seal fully intact

You may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and condition.

We may make a reasonable deduction from the refund if the product has been handled beyond what is reasonably necessary and its value has been reduced.

SEALED SKINCARE AND COSMETIC PRODUCTS

For health-protection and hygiene reasons, skincare and cosmetic products supplied with a hygiene or tamper-evident seal cannot be returned under the change-of-mind right once that seal has been broken, removed or damaged, where the product is no longer suitable for return.

This hygiene exception does not affect your rights where a product is faulty, damaged, unsafe, incorrectly supplied or not as described.

RETURN POSTAGE

Customers are responsible for arranging and paying for return postage for eligible change-of-mind returns.

We recommend using a tracked postal service and retaining proof of postage until the return and refund have been completed.

If a product is faulty, damaged, unsafe, incorrectly supplied or not as described, Organza Natural Skincare will cover reasonable return costs or provide appropriate return arrangements.

No restocking fee is charged for an eligible return.

REFUNDS

We will inspect returned products after they arrive.

If the return is approved, the refund will be issued to the original payment method.

Refunds will be processed without undue delay and no later than 14 days after:

• We receive the returned product; or

• You provide satisfactory evidence that the product has been sent back, where applicable.

We may withhold the refund until we receive the product or satisfactory evidence that it has been returned.

After we issue a refund, your bank or payment provider may require additional time to process and display it in your account. These processing times are outside our control.

DELIVERY CHARGES AND REFUNDS

Where required by applicable law, cancelling an entire eligible order will include a refund of the cost of the least expensive standard delivery option offered.

If you selected a more expensive express, premium or enhanced delivery service, the additional amount paid above the standard delivery cost will not be refunded unless required by law.

Where standard UK delivery was included in the advertised product price, the full eligible product price will be refunded. There will be no additional separately itemised standard delivery charge to refund.

Delivery charges are not normally refunded when only part of an order is returned, unless required by law or the return results from our error.

For international change-of-mind returns, the original international delivery charge will only be refunded where required by applicable law.

Customs duties, import taxes, carrier handling fees and other charges imposed by local authorities are not collected or controlled by Organza Natural Skincare and may not be refundable by us.

FAULTY, DAMAGED OR INCORRECT PRODUCTS

Please inspect your order as soon as reasonably possible after delivery.

If a product is faulty, damaged, unsafe, incorrectly supplied or not as described, please contact organzaskincare26@gmail.com as soon as reasonably possible.

Please provide your order number, a description of the problem and clear photographs of the product and packaging where appropriate.

Where a problem is confirmed, we will provide the remedy required by applicable consumer law. Depending on the circumstances, this may include:

• A replacement

• A repair where appropriate

• A price reduction

• A full or partial refund

• Reimbursement of reasonable return postage

The hygiene-seal exception does not apply to a product that is faulty, damaged, unsafe, incorrectly supplied or not as described.

ORDER CANCELLATIONS

You may submit a cancellation request through your customer account or by emailing organzaskincare26@gmail.com.

Our Shopify cancellation facility allows an order cancellation request to be submitted within 24 hours of placing the order.

We will attempt to stop the order before it is processed or dispatched, but cancellation before dispatch cannot be guaranteed.

The 24-hour operational cancellation period does not remove your statutory cancellation rights. If your order has already been processed or dispatched, you may still notify us of your intention to cancel an eligible purchase within 14 days of receiving it. You may then need to receive and return the product in accordance with this policy.

For an eligible change-of-mind return after dispatch, you will normally be responsible for the return postage.

INTERNATIONAL RETURNS

International customers may submit a return request through the online returns process or by emailing organzaskincare26@gmail.com.

For international change-of-mind returns, customers are responsible for:

• Return postage

• Any associated carrier charges

• Any customs or handling charges connected with the return, except where applicable law requires otherwise

Where appropriate, the return parcel should be clearly identified as returned goods. Organza Natural Skincare is not responsible for customs charges resulting from an incorrect or incomplete customs declaration made by the sender.

Your mandatory consumer rights under applicable law remain unaffected.

RETURN ADDRESS

The correct return address will be provided after your return request has been reviewed.

Do not return products to our registered office or to any address displayed elsewhere on our website unless we have specifically instructed you to use that address.

A return sent without authorisation or to an incorrect address may experience delays.

CONTACT US

If you have questions about an order cancellation, return or refund, please contact:

Organza Natural Skincare Limited
Trading as Organza Natural Skincare
Company number: 11883067
Registered in England and Wales
Email: organzaskincare26@gmail.com
Registered office: C/O WIM Accountants, 37 New North Road, Ilford, Hainault, England, IG6 2UE, United Kingdom

The registered office is not our operational return address. Please request the correct return instructions before sending any product.