Refund policy
At Neova SmartSkincare, we want you to be completely satisfied with your purchase. If there is a problem with your order, we're here to help.
This policy applies to purchases made through our website only. Your statutory rights under UK consumer law are not affected.
Incorrect, Damaged or Faulty Products
If you receive a product that is incorrect, damaged or faulty, please contact us as soon as possible by emailing info@neovaskincare.co.uk, quoting your order number and providing details of the issue.
Where a product is confirmed to be faulty, damaged or supplied in error, we will provide an appropriate remedy in accordance with your statutory rights, which may include a replacement or a refund. If we ask you to return the product, we will provide you with a prepaid returns label so that you can return the product at no cost to you.
To help us resolve your claim quickly, please retain the original packaging where possible until the matter has been resolved.
Cancelling or Returning Your Order
If you wish to return your order, please notify us by email at info@neovaskincare.co.uk within 14 calendar days of receiving your goods.
Once you have notified us, you must return the goods within 14 calendar days. Unless the product is faulty, damaged or incorrectly supplied, you are responsible for the cost of returning the goods.
Returned products should be in their original condition and, where possible, in their original packaging. You may inspect the goods as you would in a shop. If a product has been handled more than is reasonably necessary to establish its nature, characteristics and functioning, we may reduce your refund to reflect any loss in value.
As all of our products are skincare products, we cannot accept returns where a hygiene seal has been broken or a product has been opened or used, unless the product is faulty, damaged or incorrectly supplied.
Refunds will be processed within 14 calendar days of receiving the returned goods (or receiving evidence that they have been returned, where applicable) and will be made using the original payment method.
Out of Stock Products
We aim to keep all products in stock; however, occasionally an item may become unavailable.
If a product you have ordered is out of stock, we will contact you by email as soon as possible. You will have the option to:
- wait until the product is back in stock;
- choose an alternative product (where available); or
- receive a full refund.
If you choose to wait, we will keep you informed of the expected dispatch date.
Contact Us
If you have any questions about returns or refunds, please contact us at info@neovaskincare.co.uk.
Your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 and other applicable UK consumer protection legislation remain unaffected.