Refund policy

At Celsia Skin (a trading name of TAK ZONE LIMITED), we want returns to be simple, fair, and transparent. This policy explains your rights and how to make a return. Nothing here limits your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.

At a glance

Cancelled before dispatch? Full refund, no cost to you.
Changed your mind after dispatch? You have 14 days to tell us, then 14 days to send the item back. You'll usually need to arrange and pay for return postage yourself.
Faulty, damaged, incorrect, or not as described? Full refund or replacement, including return postage — always, regardless of when you report it within your statutory rights.
Opened skincare/cosmetic items? Once a sealed item is unsealed, it can't be returned for hygiene reasons under the change-of-mind right (unless faulty) — but unopened items are always returnable within 14 days.
Refund timing: within 14 days of us receiving your return, to your original payment method.

1. Cancelling before your order is dispatched

If you want to cancel and your order hasn't yet been dispatched, contact us as soon as possible. If we're able to stop it before it leaves us, we'll cancel your order and refund you in full — including any delivery charge — with no cancellation fee or penalty.

2. Changed your mind — your 14-day right to cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, for any reason, without giving an explanation. This period runs from the day the goods come into your (or someone you've nominated's) physical possession.

How to cancel: email support@celsiaskin.co.uk with your order number and a clear statement that you wish to cancel. Once you've told us, you then have a further 14 days to send the goods back to us.

Return postage: for this type of return — where you've simply changed your mind and the goods are not faulty, damaged, incorrect, or misdescribed — you are responsible for the direct cost of returning the goods to us, as permitted under the Consumer Contracts Regulations 2013. We don't charge any additional fee on top of this — only the reasonable cost of sending the item back.

Refund: once we receive the goods (or you provide proof of postage), we'll refund you within 14 days, to your original payment method, at no extra fee. This includes your original standard delivery charge — see "Delivery charges" below.

3. Cancelling after your order has been dispatched

Once your order has been dispatched, we're no longer able to intercept or recall the parcel before delivery. If you want to cancel after dispatch, your order will still arrive, and you can then exercise your 14-day right to cancel as described in Section 2 above — notify us, then return the goods to us. The same terms apply: a full refund once we receive the goods, and you're responsible for the direct cost of return postage for a change-of-mind cancellation. We don't charge any separate cancellation fee for cancelling after dispatch. This doesn't affect your rights if the item turns out to be faulty, damaged, incorrect, or not as described — see Section 5.

4. Delivery charges

Where you cancel under your 14-day right, we'll refund your original standard delivery charge in full. If you chose a more expensive delivery option than our standard service, we're only required to refund the cost of our standard delivery — not the extra amount for the upgrade. (At present, all Celsia Skin orders qualify for free next-working-day delivery, so in practice there's usually no delivery charge to consider either way.)

5. Faulty, damaged, incorrect, or misdescribed items

If your order arrives faulty, damaged, is the wrong item, or doesn't match its description, this is not a change-of-mind return — it's covered by the Consumer Rights Act 2015, and you are not responsible for any return cost.

Within 30 days of delivery: you have a short-term right to reject the item for a full refund, including any delivery charge you paid.
After 30 days: you can still request a repair or replacement. If that isn't possible or doesn't resolve the issue, you're entitled to a price reduction or a final right to reject for a refund.
Within the first 6 months, a fault is presumed to have been present at delivery unless we can show otherwise.
These rights continue beyond the timeframes above for as long as the law allows — we won't treat any reporting window in this policy as a hard cut-off on your statutory rights.

To report a problem, email support@celsiaskin.co.uk with your order number and, where possible, a photo — this helps us resolve things quickly, but isn't a condition of your statutory rights.

6. Sealed items — hygiene and health protection

Some of our products — skincare, cosmetics, and personal-care items sold with a security or tamper-evident seal — are sealed for health protection and hygiene reasons. Once the seal has been broken, these items can no longer be returned under the change-of-mind right in Section 2, for hygiene reasons.

This does not apply if:

the item is still sealed and unopened — it remains returnable under Section 2 like any other product;
the item is faulty, damaged, incorrect, or misdescribed — your rights under Section 5 are unaffected, whether or not the item has been opened.

If your order is a multi-item kit or set, opening one sealed item does not affect your right to return the other, still-sealed items in the same order under Section 2 — only the opened item itself is affected by this hygiene exception.

7. Condition of returned items

Please return items in the condition you received them, with all original packaging where possible. You're welcome to open packaging and handle an item to the extent necessary to check its nature and features, in the same way you could in a shop — but if its value has been reduced by handling beyond this, we may deduct a reasonable amount from your refund. If you have any concerns about an item's condition before returning it, contact us first.

8. How to start a return

Email support@celsiaskin.co.uk with your order number and the reason for your return, and we'll confirm the next steps and a return address. Once we receive your return, your refund will be processed within 14 days.

9. Refunds

All refunds are issued to your original payment method, with no fee deducted. Your bank or card provider's own processing times may add a few days on top of when we issue the refund.