Returns, Cancellation and Refunds

Your statutory rights

This policy does not limit your legal rights concerning goods that are faulty, damaged, misdescribed, not fit for their intended purpose or otherwise non-conforming. Sale or discounted products carry the same statutory rights as full-price products.

Change-of-mind cancellation for online orders

For eligible goods purchased online, you normally have 14 days after receiving the goods to tell us that you wish to cancel. After notifying us, you normally have a further 14 days to return the goods. You do not need to provide a reason for an eligible cancellation.

To cancel, contact:

• Email: aw1@aw1cream.com
• Telephone / WhatsApp: +44 (0) 7566 868 440

Provide your name, order number, the product concerned, the date received, and a clear statement that you wish to cancel. We will provide return instructions.

Orders not yet dispatched

Contact us as soon as possible if you wish to cancel before dispatch. We will try to stop fulfilment, but we cannot guarantee cancellation after packing, carrier booking or dispatch has started. Where the order has already been dispatched, the normal return process may apply.

Sealed personal-care and hygiene-sensitive products

For health and hygiene reasons, a sealed personal-care product may be excluded from change-of-mind cancellation after its seal has been opened or broken where the legal exception applies.

An eligible change-of-mind return should be unopened, unused, complete, in the original packaging, and handled only as reasonably necessary to inspect it.

This hygiene exception does not remove rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

Food supplements and ingestible products

For safety, hygiene and product-integrity reasons, do not use or open an ingestible product that you intend to return because you changed your mind. Faulty, damaged, incorrect or non-conforming ingestible products remain subject to statutory rights.

Return postage

For an eligible change-of-mind return, you are responsible for the direct return cost where this was explained before purchase. Use suitable protective packaging and retain proof of postage.

For verified faulty, damaged, incorrect or misdescribed goods, we will provide an appropriate remedy and bear reasonable return costs where required.

Condition and handling deductions

You may inspect goods in the way you reasonably could in a shop. Where the law permits, we may reduce a change-of-mind refund to reflect loss in value caused by handling beyond what was reasonably necessary to establish the nature, characteristics and functioning of the goods. This does not apply as a means of removing statutory rights.

Refund timing

For a valid change-of-mind cancellation, we will refund the applicable amount within 14 days after receiving the returned goods or receiving satisfactory evidence that the goods were sent back, subject to applicable law.

The refund will normally be made to the original payment method. Where required, we will refund the cost of standard outbound delivery. If you selected a more expensive delivery method, the additional amount above the standard-delivery cost is not normally refundable.

Banks and card providers may require additional processing time after the refund is issued.

Faulty or non-conforming goods

Contact us promptly if a product is faulty, damaged, misdescribed or does not conform to the contract. Customers may have a short-term right to reject faulty goods within 30 days and may have further repair, replacement, price-reduction or final-rejection rights depending on the circumstances.

Provide your order number, product name, description of the issue, photographs where useful and batch or lot details where relevant. Do not dispose of the product or packaging unless we instruct you to do so.

Damaged deliveries

Please report visible transit damage as soon as reasonably possible. Where practical, provide photographs of the product, external packaging, internal packaging, delivery label and any visible leakage or damage. Reporting later does not by itself remove statutory rights.

Incorrect products

Contact us if the product or variation supplied does not match the confirmed order. Do not use or open an incorrect product unless necessary for safety or identification. We will arrange an appropriate lawful remedy.

Allergic or adverse reactions

Stop using the product and follow the product label and Product Safety guidance. Seek urgent medical help for a serious reaction.

Contact us with the product name, batch information, date of purchase and description of the reaction. Do not use the returns process as a substitute for urgent medical assistance. An individual reaction does not automatically establish that a product is legally faulty, but it may require product-safety assessment and reporting.

Exchanges

We normally replace only defective, damaged, incorrect or otherwise non-conforming goods, subject to stock and legal rights. Where replacement is not appropriate or available, another lawful remedy will be offered.

Sale items and promotions

A sale or discount does not remove statutory rights. Any additional goodwill return conditions will be stated with the promotion.

Returns address

Do not return an item without first contacting us. We will confirm the correct returns address in writing when your return is approved, so that we can route it to the appropriate handling location.

Model cancellation form