Refund policy

Last updated: 18 October 2026

This Refund & Returns Policy explains your rights and our procedures for cancelling orders, returning products and requesting refunds from House of Youthful Skin.

This policy applies to physical products purchased directly through the House of Youthful Skin online store.

Nothing in this policy limits or removes any statutory rights you may have under applicable UK consumer law.

1. Returns address

Unless we specifically instruct you otherwise, all approved product returns should be sent to:

House of Youthful Skin
24 Wilson Street
Glasgow
G1 1SS
United Kingdom

Email: houseofyouthfulskin@gmail.com

Please contact us before sending a return where reasonably possible so that we can identify your order and provide any relevant instructions.

Contacting us first helps us process your return efficiently but does not remove or reduce any statutory right you may have.

2. Your right to cancel an online order

If you are purchasing as a consumer, you will generally have the right to cancel an eligible online purchase without giving a reason.

For most eligible goods, the cancellation period ends 14 days after the day on which you receive the goods.

If one order contains multiple goods delivered on different days, the cancellation period may run from receipt of the final item where applicable under consumer law.

You do not have to use any particular wording to cancel. You simply need to make it clear that you wish to cancel the relevant purchase.

You can notify us by emailing:

houseofyouthfulskin@gmail.com

Please include:

your full name;
your order number;
the product or products you wish to cancel; and
a clear statement that you wish to cancel the purchase.

3. Returning goods after cancellation

Where you exercise a valid cancellation right and the goods have already been delivered, you should return the goods without undue delay and normally no later than 14 days after notifying us that you wish to cancel.

Unless we agree otherwise, returns should be sent to:

House of Youthful Skin
24 Wilson Street
Glasgow
G1 1SS
United Kingdom

Please package returned goods securely to reduce the risk of damage in transit.

Where you arrange the return yourself, we strongly recommend using a service that provides proof of postage or tracking.

Please retain proof of postage until your return and refund have been completed.

4. Change of mind returns for skincare and cosmetic products

We understand that you may occasionally change your mind about a product.

However, skincare and cosmetic products can raise particular hygiene and health protection considerations.

Where a product is supplied in sealed packaging and is not suitable for return for health protection or hygiene reasons, your statutory cancellation right may be lost once that seal has been broken after delivery, where the relevant legal requirements are satisfied.

This may apply to certain:

skincare products;
cosmetics;
serums;
creams;
cleansers;
masks;
eye products;
lip products; and
other personal care products.

If you may wish to return a skincare product because you have changed your mind, please do not:

open the product;
break or remove a hygiene or security seal;
pump, dispense or test the product;
apply the product to your skin;
remove protective packaging where doing so affects hygiene; or
damage the retail packaging unnecessarily.

Opening ordinary outer delivery packaging in order to inspect your order does not by itself prevent you from exercising a cancellation right.

The legal position depends on the individual product, its packaging and the reason for return.

This section applies to change of mind returns only and does not remove your rights if a product is faulty, damaged, incorrectly supplied or not as described.

5. Product condition for change of mind returns

Where a product remains eligible for a change of mind return, please return it in substantially the same condition in which it was received.

You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

If the value of a returned product has been reduced because it has been handled beyond what would reasonably be necessary to inspect it, we may be entitled to make an appropriate deduction from the refund where permitted by law.

Please return any original packaging, accessories, documentation or other items supplied with the product where reasonably possible.

6. Opened or used skincare products

We do not generally offer voluntary change of mind refunds for skincare or cosmetic products that have been opened, unsealed, used, tested or applied where the product is no longer suitable for resale for hygiene or health protection reasons.

This does not affect your statutory rights where the product is:

faulty;
damaged;
unsafe;
materially misdescribed;
incorrectly supplied; or
otherwise fails to meet requirements imposed by consumer law.

7. Faulty products

Your rights relating to faulty goods are separate from your right to change your mind.

Under applicable consumer law, goods must generally be:

of satisfactory quality;
fit for their applicable purpose; and
as described.

If you believe a product is faulty, please contact us as soon as reasonably possible.

Please provide:

your order number;
the product name;
a description of the problem;
photographs where helpful;
the batch or lot number where available; and
any other information reasonably necessary for us to investigate.

Depending on the circumstances and your statutory rights, the appropriate remedy may include:

a refund;
a replacement;
a repair where relevant; or
another remedy required by applicable consumer law.

8. Short term right to reject faulty goods

Where the requirements of the Consumer Rights Act 2015 are satisfied, a consumer may have a short term right to reject faulty goods.

This right normally lasts for 30 days from the relevant statutory starting point.

If you believe a skincare product is faulty and wish to reject it, please contact us promptly so that we can assess the issue and arrange the appropriate remedy.

9. Faults discovered after 30 days

If a fault becomes apparent after the initial short term rejection period, you may still have statutory rights.

Depending on the circumstances, you may be entitled to request a repair or replacement where appropriate.

Where an applicable repair or replacement is unsuccessful, impossible, disproportionate or cannot be provided within the requirements of consumer law, you may have further rights including a price reduction or final right to reject.

Nothing in this policy is intended to shorten the period during which your statutory rights may apply.

10. Damaged products

If a product arrives damaged, leaking, broken or otherwise affected during delivery, please contact us as soon as reasonably possible.

Please retain the product and packaging while we investigate.

Where possible, send:

your order number;
photographs of the product;
photographs of the outer packaging;
photographs of any leakage or breakage; and
a brief explanation of the problem.

We will assess the issue and provide the appropriate remedy in accordance with your statutory rights.

11. Incorrect products

If we send you a product that you did not order, please contact us before opening or using it where reasonably possible.

We will arrange the appropriate solution and will bear reasonable return costs where an incorrect product was supplied by us.

12. Missing items

If an item is missing from your order, please contact us as soon as reasonably possible.

Please check all packaging before reporting an item as missing, as smaller products may occasionally be packed within protective materials.

Where we confirm that an item was not supplied, we will arrange an appropriate replacement or refund.

13. Adverse skin reactions and allergies

Skincare products can affect individuals differently.

A reaction to a product does not automatically mean that the product is legally faulty.

Factors such as allergies, sensitivities, interactions with other skincare, medications, existing skin conditions or individual tolerance may influence how a product affects your skin.

If you experience unexpected irritation or a suspected adverse reaction:

stop using the product where appropriate;
follow any relevant manufacturer instructions;
seek professional medical advice if you are concerned; and
contact us if you believe there may be an issue with the product itself.

Where you contact us about a suspected product issue, we may ask for:

the product name;
your order number;
the batch or lot number;
photographs of the product;
a description of what happened; and
information about how the product was used.

We may also need to refer the matter to the manufacturer or supplier for investigation.

An adverse reaction does not affect any rights you may have if the product is actually faulty, unsafe or misdescribed.

14. Products that are unsuitable for your skin

Product suitability varies between individuals.

We cannot guarantee that every skincare product will suit every person's skin, preferences or routine.

A product being unsuitable for your individual skin, where the product is otherwise safe, correctly supplied, accurately described and not faulty, does not necessarily create an entitlement to a refund once the product has been opened or used.

Please review ingredient information and manufacturer directions before use, particularly if you have allergies, sensitivities, an existing skin condition or use prescription skincare.

15. SkinCeuticals products

SkinCeuticals products sold through House of Youthful Skin are subject to the same statutory consumer rights described in this policy.

Packaging, labelling or formulations may occasionally be updated by the manufacturer.

If you believe that a product received materially differs from what was advertised, please contact us before use so that we can investigate.

We may ask for photographs, batch information or other identifying details where necessary.

16. Sale and discounted products

Purchasing a product at a discounted or promotional price does not remove your statutory rights.

Eligible online cancellation rights and rights relating to faulty or misdescribed goods continue to apply as required by law.

A product will not be treated as non refundable merely because it was purchased during a promotion or sale.

17. Promotional gifts and bundles

Where an order includes a promotional gift, bundle discount or other benefit that depends on meeting particular purchase conditions, returning part or all of the qualifying order may affect the promotional entitlement.

Where appropriate, we may ask for a promotional gift supplied solely because of the qualifying purchase to be returned with the cancelled goods.

Any adjustment to a refund will only be made where permitted by applicable law and the relevant promotional terms.

18. Exchanges

We do not guarantee that direct product exchanges will always be available.

Where a change of mind return is eligible, the simplest process may be to return the unwanted product for a refund and place a separate order for the preferred product.

Where a product is faulty or incorrectly supplied, any replacement will be dealt with in accordance with your statutory rights.

19. Return postage for change of mind returns

Where you exercise a valid change of mind cancellation right, you will normally be responsible for the direct cost of returning the goods unless:

we have expressly agreed to pay the return cost;
we failed to provide information required by law; or
applicable consumer law requires us to bear the cost.

Please use suitable protective packaging and retain proof of postage.

20. Return postage for faulty or incorrect goods

Where goods are lawfully rejected because they are faulty, or where we have supplied the wrong goods, we will bear reasonable return costs where required by consumer law.

Please contact us before arranging an expensive return method so that we can provide appropriate instructions.

21. Refund of original delivery charges

Where you validly cancel an entire eligible online order within the statutory cancellation period, we will refund any original delivery charge to the extent required by law.

If you selected a more expensive delivery option than our least expensive standard delivery service, we are not required to refund the additional cost of the premium delivery option.

Different rules may apply where only part of an order is returned or where the return is not made under the statutory cancellation right.

22. When refunds are issued

Where a refund is due following a valid cancellation, we will process it without undue delay and within the period required by law.

For returned goods, we may wait until:

we receive the goods back; or
you provide evidence that you have sent the goods back,

whichever occurs first where applicable under consumer law.

Refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed and permitted by law.

Once we have issued a refund, your bank, card provider or payment service may require additional time to display the funds in your account.

23. Refunds before dispatch

If you cancel an eligible order before it has been dispatched, please contact us as soon as possible.

If cancellation can be completed before dispatch, we will refund any amount due using the original payment method.

If the order has already entered the dispatch process, you may need to receive and return it in accordance with this policy.

24. Refused or uncollected deliveries

Refusing delivery or failing to collect a parcel does not necessarily amount to a valid exercise of your statutory cancellation right.

If you wish to cancel an order, please notify us clearly.

Where a parcel is returned to us because it was not collected or delivery could not be completed, we will assess the circumstances and any applicable refund in accordance with your legal rights and this policy.

25. Returns sent without identifying information

Please include sufficient information with your return for us to identify the order.

This may include:

your name;
order number; and
the reason for return where relevant.

Failure to include identifying information may delay our ability to match the return to your order.

26. Returns made in person

Our returns address is also the clinic address.

Please do not assume that a walk in return can be processed immediately during clinic hours.

If you wish to return an item in person rather than by post or courier, please contact us in advance so that we can confirm whether an in person return can be accepted and when.

27. Treatment bookings and consultation fees

This Refund & Returns Policy primarily relates to physical products purchased from the House of Youthful Skin online store.

Aesthetic treatments, consultations and other professional services may be booked through Prado Aesthetics, Esteem Life Medical Group or another provider.

Treatment bookings may therefore be subject to separate:

deposit terms;
cancellation periods;
rescheduling conditions;
late cancellation charges;
no show policies; and
refund arrangements.

The applicable terms should be provided by the treatment or booking provider before the booking is completed.

Product return rights under this policy should not be assumed to apply to a clinical treatment or consultation booking.

28. How to request a return or refund

To request a return, cancellation or refund, contact:

Email: houseofyouthfulskin@gmail.com

Please provide:

your full name;
your order number;
the product concerned;
the reason for contacting us; and
photographs or other information where relevant.

We will review the request and explain the next steps.

29. Return address

Unless we instruct you otherwise, returns should be sent to:

House of Youthful Skin
24 Wilson Street
Glasgow
G1 1SS
United Kingdom

Please package the goods securely and retain proof of postage.

30. Your statutory rights

This policy is intended to explain our returns process clearly and fairly.

It does not replace, exclude or restrict rights that you have under applicable consumer law.

Where any part of this policy conflicts with a mandatory statutory consumer right, the statutory right will take priority.

31. Changes to this policy

We may update this Refund & Returns Policy from time to time to reflect changes to our products, operations, delivery arrangements or applicable legal requirements.

The latest version will be published on the House of Youthful Skin website and the Last updated date will be amended accordingly.