Delivery & Return Information

 

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.

 

To exercise your right to cancel, please contact us at hello@luwinskin.co.uk within 14 days of delivery. 

 

We aim to respond within 24–72 hours and, where eligible, will provide return authorisation and instructions. Once your return is authorised, return address will be provided with the email authorisation. 

 

Due to hygiene and safety reasons, we can only accept returns of unopened, unused items in saleable condition with all original packaging and seals intact. We reserve the right to refuse a refund if the product has been opened, used, or is not in a resaleable condition.

 

Once your return has been authorised, you must return the item(s) within 14 days of receiving authorisation. The appropriate returns address will be provided in your authorisation email.

 

Please note:

• Our office address is not a returns address and cannot accept parcels.

• Returns sent without prior authorisation will not be processed.

• Returns sent to our registered office address will not be accepted or refunded.

• Returns Fee:

  As we offer free UK delivery on all orders, a £6 returns handling fee will be deducted from your refund for all approved returns.

  This fee helps cover part of the original delivery, processing, and handling costs.

  This fee does not apply to items that are faulty, damaged, or incorrect upon arrival.

 

Refunds will be issued to your original payment method once the returned item(s) have been received and inspected.

 

Original delivery charges are non-refundable. Customers are responsible for arranging and covering the cost of return shipping.

 

We recommend using a trackable service and obtaining proof of postage, as we cannot be responsible for items lost in transit.

 

 

60-Day LUWIN Guarantee:

 

At LUWIN, we stand behind our formulations and want you to feel confident trying them. That’s why we offer the 60-Day LUWIN Guarantee on your first purchase per customer.

 

If you’re not completely satisfied, you may request a refund within 60 days of receiving your order, subject to the conditions below.

 

Eligibility & Conditions

 

The 60-Day LUWIN Guarantee applies where:

 

- The purchase was made directly from luwinskin.co.uk.

 

- The guarantee is claimed on a customer’s first purchase only.

 

- Products have been used for a minimum of 3 weeks to allow sufficient time to experience results.

 

- Proof of purchase is provided.

 

- The refund request is submitted within 60 days of delivery.

 

Refunds are limited to one unit per product type per customer, including where products are purchased as part of a bundle. Where multiple units of the same product or bundle are purchased, only one unit of that product or bundle will be eligible for a refund.

 

Returns & Refunds

 

Customers are responsible for returning eligible products at their own cost. A £6 returns handling fee will be deducted from approved refunds under the 60-Day LUWIN Guarantee. Original delivery charges are non-refundable.

 

Once returned products have been received and inspected, approved refunds will be issued to the original payment method. 

 

To initiate a return under the 60-Day LUWIN Guarantee, please contact: hello@luwinskin.co.uk before sending any items back. We aim to respond within 24–72 hours and, where eligible, will provide return authorisation and instructions.

 

Once your return is authorised, return address will be provided with the email authorisation. 

 

Please note, our office address is not a returns address and cannot accept parcels.

 

LUWIN reserves the right to refuse refunds where we reasonably believe the guarantee is being misused or claimed more than once.

 

This guarantee is offered in addition to, and does not affect, your statutory rights under UK consumer law.