Return policy

Return & Cancellation Policy

1. Your Right to Cancel (UK Consumer Contracts Regulations 2013)

You may cancel your online purchase within 14 days of receiving your goods, without giving a reason (“cool-off period”).
To exercise this right, email us at info@vitiligoshop.co.uk within those 14 days and include your order number.

2. Returns & Hygiene Policy (Important for Cosmetic Products)

Due to health protection and hygiene reasons, certain products cannot be returned once opened.

• Cosmetic and skincare products (including camouflage make-up) are non-returnable if they have been opened, unsealed or used.
• This is in accordance with UK Consumer Contracts Regulations 2013 (Regulation 28).
• Once the protective seal is broken, we cannot guarantee the product’s hygiene or safety for resale.
• If a product arrives damaged, faulty or incorrect, please contact us and we will resolve the issue promptly.

3. Condition of Returned Goods

• Items must be unused, unopened and in their original, resaleable packaging.
• Please enclose a copy of the invoice or packing slip.
• For health-care and cosmetic products, safety seals must be intact.

4. Who Pays for the Return?

The customer is responsible for all costs associated with returning goods.

Return postage costs will be deducted from the refund amount unless the item is confirmed to be faulty or incorrectly supplied.

On request, we can provide you with a prepaid return label for your convenience. In such cases, the cost of this label will also be deducted from your final refund.

5. How to Prepare Your Return

1. Request a Return Merchandise Authorisation (RMA) at info@vitiligoshop.co.uk.
2. Clearly mark the parcel: “Returned goods – no commercial value – UK origin.”
3. Use a tracked service and retain proof of posting.

6. Refunds

We will issue your refund (including the basic outbound delivery cost, if initially charged) within 14 days of receiving the returned goods or evidence of dispatch, whichever is earlier.

Deductions may be made for:

• Any return shipping costs as stated above.
• Any loss of value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

7. Faulty, Damaged or Adverse Reactions

If your item is faulty, damaged, or has caused an unexpected skin reaction, please contact us within 30 days of delivery and provide supporting evidence (e.g. photos and description of use).

We will assess the case and, where applicable, offer a replacement or refund in line with UK consumer law.

8. Return Address

VitiligoShop is operated by OP Health Care (Company No. 52206157, registered in Slovakia).