Refund policy

Last updated: 26 July 2026

Thank you for purchasing from LED Skin Therapy Machine. This Return and Refund Policy explains your rights and the process for cancelling an order, requesting a return, reporting a problem and receiving a refund.

Nothing in this policy limits or excludes any rights you have under applicable consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Change-of-mind returns

You may cancel your purchase and request a return without giving a reason.

You must notify us that you wish to cancel within 14 calendar days beginning the day after your order is delivered.

Where an order contains multiple items delivered separately, the 14-day period begins the day after the final item is delivered.

After notifying us that you wish to cancel, you must send the product back within a further 14 calendar days.

UK online customers are entitled to notify a retailer of cancellation within 14 days after delivery and then have a further 14 days to return the goods.

2. How to request a return

To request a return, contact us at:

Email: skintherapymachinesupport@gmail.com

Please include:

• Your full name.
• Your order number.
• The email address used for the order.
• The item you wish to return.
• The reason for the return, where you choose to provide one.
• Photographs or video where the item is damaged, faulty or incorrect.

We will provide the appropriate return instructions and return address.

Please do not send an item to an address shown on the shipping label without first contacting us. The original shipping address might not be the correct returns location.

3. Return condition

You may inspect the product in the same way that you reasonably could in a physical shop.

The returned product should include, where originally supplied:

• The LED Skin Therapy Machine.
• Protective goggles.
• Power supply and cables.
• Instruction manual.
• Accessories.
• Original packaging, where reasonably possible.
• Any complimentary items supplied as part of the order.

You are responsible for taking reasonable care of the product while it is in your possession.

We may make a reasonable deduction from the refund where the product’s value has been reduced because it was handled beyond what was necessary to establish its nature, characteristics and operation.

Examples of excessive handling may include:

• Prolonged or repeated use.
• Damage, staining or contamination.
• Missing accessories or components.
• Scratches or other damage not present on delivery.
• Alteration, attempted repair or misuse.
• Returning a different product from the one supplied.

We will not refuse a lawful return solely because the customer opened the delivery packaging to inspect the product. Customers may handle online purchases in the same way that they could reasonably handle them in a shop.

4. Return postage

For an ordinary change-of-mind return, you are responsible for:

• Arranging the return.
• Paying the return-postage cost.
• Ensuring the product is packaged securely.
• The risk of loss or damage until the return reaches the specified returns address.

We strongly recommend using a tracked and insured delivery service and retaining your proof of postage.

Return-postage costs will not ordinarily be reimbursed for a change-of-mind return.

Where the product is faulty, damaged on arrival, materially not as described or incorrect, we will provide an appropriate return method or reimburse reasonable return-postage costs where legally required.

Do not send a faulty product using an unusually expensive delivery service without obtaining our agreement first.

5. Original delivery charges

Where you exercise a statutory right to cancel the entire order, we will refund the product price and any standard outbound delivery charge you paid.

Where you selected a premium, express or otherwise more expensive delivery option, we are only required to refund an amount equivalent to the least expensive standard delivery option available for the order.

Where delivery was provided free of charge, there is no outbound delivery fee to refund.

Standard outbound delivery charges must generally be refunded when an online order is cancelled, but additional costs for a premium delivery service do not have to be refunded.

6. Refund processing

Once a valid return is approved, we will issue the refund to the original payment method.

For change-of-mind cancellations, we may withhold the refund until:

• We receive the returned product; or
• You provide satisfactory evidence that it has been sent back,

whichever occurs first.

Refunds will be issued without undue delay and within the time required by applicable law.

After we issue the refund, your bank or payment provider may require additional time to display the funds in your account. That processing time is outside our control.

We will not charge a restocking fee.

7. Order cancellations before dispatch

Please contact us as soon as possible if you wish to cancel or amend an order.

Email:

skintherapymachinesupport@gmail.com

Include your order number and the words Order Cancellation in the subject line.

Where the order has not yet been fulfilled or dispatched, we will make reasonable efforts to cancel it before shipment.

We cannot guarantee that an amendment or cancellation request will be completed before dispatch because orders may enter processing quickly.

Where the order has already been dispatched, you may still exercise any applicable cancellation and return rights after delivery.

8. Damaged, faulty or incorrect products

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

Contact us promptly if:

• The product arrives damaged.
• The product is faulty.
• The product is materially different from its description.
• Parts or accessories are missing.
• You receive the wrong product.

Please provide photographs or video clearly showing the problem, packaging and shipping label where relevant. This helps us investigate the issue, but it does not remove your statutory rights.

Where the product is faulty, not as described or not fit for purpose, you may be entitled to a refund, repair or replacement under applicable consumer law.

UK customers generally have a short-term right to reject faulty goods within 30 days. After that period, repair or replacement rights may apply, followed in some circumstances by a refund or price reduction.

We will not charge return postage for a confirmed faulty, damaged, incorrect or materially misdescribed product where we are legally responsible.

9. Damage caused after delivery

We are not responsible for faults or damage caused by:

• Accidental damage.
• Misuse or improper handling.
• Failure to follow the instructions supplied.
• Use with an incompatible power supply.
• Unauthorised modification or attempted repair.
• Normal wear and tear.
• Improper cleaning, storage or maintenance.
• Damage caused by the customer or another person after delivery.

This does not affect your rights where the product was already faulty, damaged, unsafe or not as described when supplied.

10. Exchanges

We do not currently offer direct change-of-mind exchanges.

Where you would prefer another item, you should return the eligible product and place a new order separately.

This section does not restrict any legal entitlement to a repair or replacement where a product is faulty.

11. Refused and uncollected deliveries

Please ensure that the delivery address supplied during checkout is complete and accurate.

Where a delivery is refused, unclaimed or returned because:

• An incorrect or incomplete address was provided.
• The customer did not collect the parcel.
• The customer refused delivery without exercising a valid cancellation right.
• Delivery attempts could not be completed for reasons outside our control,

we may deduct reasonable and evidenced costs incurred in recovering or resending the parcel, where permitted by law.

This does not apply where the delivery failure was caused by us, our fulfilment provider or the delivery carrier.

12. Returned parcels and customs charges

Customers returning products from outside the United Kingdom are responsible for correctly describing the parcel as a returned product.

Please do not send a return using delivery terms that require us to pay unexpected import duties, customs charges or handling fees.

Where legally permitted, reasonable customs or carrier fees caused by incorrectly completed return documentation may be deducted from the refund.

This does not apply where the return is required because we supplied a faulty, damaged, incorrect or materially misdescribed product and we arranged the return method.

13. International customers

We sell to customers in multiple countries.

Customers outside the United Kingdom may have additional mandatory rights under the laws of the country where they live. Nothing in this policy is intended to remove rights that cannot legally be excluded.

Where a local consumer law provides greater protection than this policy, the mandatory local law will apply.

Customers in the European Union may have a statutory right to withdraw from an online purchase before delivery and for 14 days following delivery. Shopify recommends enabling cancellations until fulfilment and measuring the withdrawal window from delivery of the final item for EU orders.

14. Items that cannot be returned

A change-of-mind return may be excluded only where the law permits, including certain:

• Personalised or custom-made products.
• Perishable products.
• Sealed products that are genuinely unsuitable for return for health-protection or hygiene reasons after the seal has been broken.
• Other products specifically excluded under applicable consumer law.

Any exception will be clearly identified before purchase.

A product being discounted, on promotion or included in a sale does not by itself remove the customer’s statutory rights.

The exclusions in this section do not apply where the product is faulty, damaged, materially not as described or where excluding the return would be unlawful. Legally recognised exceptions include certain personalised, perishable and sealed hygiene-sensitive goods, but those exceptions cannot be applied more broadly than the law allows.

15. Gifts and promotional items

Where a complimentary item was supplied as part of a promotion, it must also be returned when the qualifying order is returned in full.

If the complimentary item is not returned, we may deduct its reasonable advertised value from the refund where this was clearly disclosed as part of the promotion and the deduction is legally permitted.

This does not affect statutory rights concerning faulty or misdescribed products.

16. Chargebacks and payment disputes

Please contact us before beginning a chargeback or payment dispute so that we have an opportunity to investigate and resolve the matter.

Starting a chargeback does not create additional return rights and does not remove your obligation to return a product where a return is required.

We may provide the payment provider with order, delivery, communication and return records when responding to a dispute.

Nothing in this section prevents you from exercising any lawful right through your bank, card provider or payment service.

17. Proof of purchase

We may request reasonable proof that the product was purchased from our store.

Acceptable proof may include:

• An order-confirmation email.
• An order number.
• A receipt.
• A payment record.
• Other evidence showing that the purchase was made from us.

UK retailers are permitted to request proof that the customer purchased the item from them.

18. Contact us

For cancellations, returns, refunds or faulty-product enquiries, contact:

LED Skin Therapy Machine
Email: skintherapymachinesupport@gmail.com

Please include your order number so we can locate your purchase.