Returns & Refunds
Any item purchased from Elmsworth & Rowe may be returned within 30 days of delivery, for any reason whatsoever. This page sets out the conditions, the process, who bears which cost and how promptly your refund is issued.
Conditions
Returns are accepted within 30 days of delivery provided the cosmetic item is unused, unopened, with its original hygiene seal, induction seal or shrink band intact, and returned in its original protective packaging. Products that have been applied, sampled or had their protective seal broken cannot be accepted for hygiene and dermal safety reasons, except where the item arrived faulty or damaged in transit.
Returning an Item
- Submit a return request to [email protected] with your order number and reason for return
- Receive your RMA return authorization number and the designated return address
- Pack items securely in their original protective packaging with hygiene seals intact where applicable
- Receive your refund within 3-10 business days after the returned item passes our inspection
Who pays return shipping
Where the item is faulty, damaged, or not what you ordered, we bear the cost, either by prepaid label or an arranged courier collection. Where you have simply changed your mind, return postage is your responsibility; no further deduction applies.
Refund timing and method
The refund is processed within 3 business days once the item has passed inspection. Orders paid by cash on delivery are refunded by bank transfer to an account you specify; orders paid by bank transfer are returned to that same account. Banks typically complete this within 1 to 5 business days.
How Each Case is Handled
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | The correct item is dispatched and the incorrect one collected | None |
| Parcel lost | A replacement or full refund follows once the courier trace concludes | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | A full refund of the item's price | Return shipping only |
Exchanges
To exchange for a different size, variant or product, follow the return process described above and place a fresh order; we refund the returned item as soon as it reaches us. Where the exchange arises from our own error, the new order is shipped free of charge.
Cancelling an order
An order may be cancelled free of charge at any time before dispatch. Please write to [email protected] with your order number. Once dispatched, the standard return process applies.
Questions about this policy
Write to [email protected] or telephone +44 117 780 9506 during Mon-Thu 08:00-16:15, Fri 08:00-15:15, Sat 09:00-12:45. Every request receives a reply within one business day.
- Merchant
- Elmsworth & Rowe Ltd.
- Registered address
- 91 Coronation Road, Bristol, BS3 1AR
- [email protected]
- Phone
- +44 117 780 9506
- Working hours
- Mon-Thu 08:00-16:15, Fri 08:00-15:15, Sat 09:00-12:45
- Registration
- Company No. 05821016