Refund Policy
Last updated: January 20261. Hygiene-sealed cosmetic products
Because our products are cosmetic skincare items applied to the skin, opened or used products cannot be returned unless they are faulty or not as described, in line with standard hygiene practice for cosmetics.
2. Unopened products
If you change your mind, you may return unopened, unused products in their original packaging within 14 days of delivery for a full refund of the product price. Please contact us before returning any item so we can provide a return address and reference.
3. Faulty or damaged items
If an item arrives damaged, faulty, or different from what you ordered, contact us within 14 days of delivery at info@hayvolimited.shop with your order number and photos where possible. We will arrange a replacement or full refund, including reasonable return postage.
4. How refunds are issued
Approved refunds are issued to the original Stripe payment method used at checkout. Refunds are typically processed within 5–10 business days of approval, though your bank or card provider may take longer to display the funds.
5. Wholesale and private label orders
Returns for wholesale, bulk or private label orders are handled under the terms of the relevant trade agreement rather than this general policy. Please contact your account manager directly.
6. Non-returnable items
- Opened or used cosmetic products, unless faulty.
- Items returned without prior contact or without proof of purchase.
- Custom-formulated or private label items produced to a specific brief.
7. Contact us
For any question about a return or refund, email info@hayvolimited.shop or call +44 7828 735144.