Refund policy
Returns & Refunds Policy
My Lamora Beauty
We want you to be completely happy with your purchase. This policy sets out your rights when returning goods bought from My Lamora Beauty, and applies in addition to your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
Your right to cancel
If you are a consumer based in the United Kingdom, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. Where an order is delivered in multiple instalments, the 14-day period begins on the day you receive the final item.
To exercise this right, notify us in writing at contact@mylamorabeauty.com before the 14-day period expires. A clear statement of your decision to cancel is sufficient; you do not need to use a specific form.
Once you have told us you wish to cancel, you have a further 14 days to return the goods to us.
Condition of returned goods
Goods must be returned:
- Unused and in a resaleable condition
- With all original tags, labels, seals and packaging intact
- With any free gifts or promotional items included
You are permitted to handle the goods as you would in a shop, but if the value of the goods is diminished by handling beyond what is necessary to establish their nature, characteristics and functioning, we may deduct an amount from your refund to reflect that loss in value.
Hygiene and sealed beauty products
Because we sell cosmetics, skincare and personal care products, please note that sealed goods which are not suitable for return for health protection or hygiene reasons cannot be returned once the seal has been broken. This includes, but is not limited to:
- Skincare, serums and moisturisers
- Make-up and colour cosmetics
- Fragrances where the cellophane or seal has been removed
- Applicators, brushes, sponges and other personal care tools
- Any product where the protective seal, shrink wrap or safety sticker has been broken
Unopened products with their original seal intact may be returned in the normal way.
This restriction does not apply where a product is faulty, damaged, has been incorrectly supplied, or is not as described. Your statutory rights are unaffected.
How to return an item
- Email contact@mylamorabeauty.com with your order number and the items you wish to return.
- We will confirm your return and provide the return address.
- Package the items securely and post them back to us.
- Retain your proof of postage until your refund has been processed.
Return postage costs
Unless the goods are faulty, incorrect or not as described, you are responsible for the cost of returning the items to us. Return postage costs typically range from £3.50 to £6.95 depending on the carrier and service you select.
Where goods are faulty, damaged in transit, or we have sent you the wrong item, we will cover all return postage costs. Please contact us before returning and we will arrange this for you.
Refunds
Once we have received and inspected your return, we will process your refund within 14 days. Refunds are issued to the original payment method used at checkout, in pounds sterling (£).
We will refund the full price of the goods plus the standard delivery charge you originally paid. Where you selected an express or upgraded delivery service, we will refund only the equivalent standard delivery cost.
Please note that your bank or card issuer may take a further 3–5 working days to show the funds in your account.
Faulty, damaged or incorrect goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your goods do not meet these standards:
- Within 30 days of delivery — you are entitled to a full refund.
- Within 6 months of delivery — you are entitled to a repair or replacement. If this is not possible or fails to resolve the fault, you may claim a refund, which may be reduced to reflect use.
- Up to 6 years from delivery (5 years in Scotland) — you may still have a claim where the fault was present at the time of purchase.
Please email contact@mylamorabeauty.com with your order number and clear photographs of the fault, including the batch code and expiry date printed on the packaging where visible, so we can resolve matters quickly.
Adverse reactions
If you experience an adverse reaction to one of our products, please stop using it immediately and contact us at contact@mylamorabeauty.com with details of the product, the batch code and a description of the reaction. We take all such reports seriously and will investigate promptly.
If a reaction is severe, seek medical advice without delay.
Exchanges
We are happy to exchange unopened, sealed items subject to availability. Email us at contact@mylamorabeauty.com and we will advise on the process. Where the replacement item is of higher value, the difference will be payable in pounds sterling.
Items excluded from the right to cancel
The statutory right to cancel does not apply to:
- Sealed cosmetics, skincare and personal care goods where the seal has been broken, for hygiene reasons
- Personalised or bespoke items made to your specification
- Perishable goods or products with a short shelf life
- Gift cards and vouchers
This does not affect your rights where goods are faulty or not as described.
Late or missing refunds
If you have not received your refund within the stated timeframe, please first check with your bank or card provider. If the matter remains unresolved, contact us at contact@mylamorabeauty.com and we will investigate.
Contact
For any queries relating to returns or refunds, please email:
We aim to respond to all enquiries within 1–2 working days.