Cancellations, returns, faults and delivery issues
Last updated: 2 September 2026
This Policy explains how cancellations, returns, replacements and refunds are handled for purchases from BYOUTY LTD through shop.byouty.uk. It forms part of our Terms and Conditions.
Nothing in this Policy limits rights that cannot lawfully be excluded. Consumer statutory rights remain fully protected.
To cancel an order, request a return or report a problem, email shop@byouty.uk. Please use a clear subject such as Order cancellation, Return request, Damaged item or Product safety report and include:
Evidence helps us investigate but will not be used to remove statutory rights. Do not send products back until you have checked the return instructions.
Contact us as soon as possible if you wish to cancel before dispatch. We will try to stop the order, but cannot guarantee cancellation once fulfilment or shipping has begun. If we successfully cancel, any payment taken will be refunded to the original payment method. If the order has already been dispatched, the applicable return rules below apply.
If you are a Consumer, you normally have 14 days beginning the day after you receive the goods to tell us clearly that you wish to cancel, without giving a reason. If one order is delivered in separate parts, the period normally begins the day after the last part is received.
After notifying us, you must return the goods without undue delay and no later than 14 days after giving notice. You may use the model cancellation form at the end of this Policy, but you do not have to use it.
The change-of-mind right does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed after delivery. This includes hair, scalp, cosmetic and personal-care products where the manufacturer’s or retailer’s seal protects hygiene or product integrity.
Nubea product boxes use an opening or tamper-evident seal. If that seal has been removed, broken or tampered with, we may refuse a change-of-mind return where the hygiene exception lawfully applies. Opening external delivery packaging only does not by itself remove cancellation rights.
This exception never removes rights relating to a product that is faulty, damaged, unsafe, incorrect or not as described.
To receive a full change-of-mind refund, goods should be returned:
You may inspect goods only as you reasonably could in a shop. If handling beyond that is not covered by the hygiene exception but reduces the value, we may deduct the proven reduction in value to the extent permitted by law.
Returns address:
BYOUTY LTD
Kensal Vintage Shop
54B College Road
London, NW10 5ET
United Kingdom
Include your order number inside the parcel. Returns sent elsewhere may be delayed. This operational return address is different from the registered-office wording shown at Companies House.
For a change-of-mind return, you are responsible for the return cost. Use a suitable tracked service and retain proof of postage. You remain responsible for taking reasonable care of the goods until they reach us.
If the goods are faulty, damaged, incorrect or otherwise non-conforming, contact us before returning them. Where a return is necessary, we will provide reasonable instructions and bear the necessary return cost. We may tell you not to return a low-value, unsafe or leaking item.
For a valid Consumer cancellation of the whole order, we will refund the price paid and the basic outbound delivery charge. If you selected a more expensive service, we are not required to refund the amount above the least expensive standard delivery option offered.
If only part of an order is returned, the original delivery charge is not normally refunded where the charge would have been the same for the retained items. Promotional discounts will be recalculated fairly according to the promotion terms and the items retained.
A gift or sample specifically linked to a returned product or qualifying promotion should also be returned. If it is not returned, any adjustment will be limited to what the law and the disclosed promotion terms permit.
For a Consumer change-of-mind cancellation, we will refund without undue delay and no later than 14 days after we receive the goods back or, if earlier, after you provide evidence that they were sent. We may withhold the refund until one of those events occurs.
Refunds are normally made to the original payment method. Payment providers and banks may take additional time to display the credit after we issue it. Refunds for orders cancelled before dispatch will be made without undue delay and within the legally required period.
Consumers are entitled to goods that are of satisfactory quality, fit for purpose and as described. If goods do not conform, remedies under the Consumer Rights Act 2015 may include the short-term right to reject within 30 days, repair or replacement, and in appropriate cases a price reduction or final refund.
Contact us promptly with the order details and a description of the problem. We may request reasonable evidence and inspect the product. The appropriate remedy depends on the circumstances and your statutory rights; we will not restrict a remedy that the law requires.
If we sent the wrong product, we will arrange a suitable return where necessary and offer the correct item or a refund. If goods are damaged in delivery, preserve the packaging and report the issue promptly so that we can investigate with the carrier.
Business Customers do not have a statutory change-of-mind cancellation right. A business return requires our prior written agreement unless the goods are defective or non-conforming under applicable business-sale law.
Business Customers should inspect deliveries promptly and notify visible shortages or transit damage as soon as reasonably possible. This notification requirement does not exclude rights that cannot lawfully be excluded. Agreed business returns must be unused, sealed and in resalable condition unless the return concerns a defect.
Where a kit or bundle is sold as one product, the complete kit should be returned for a change-of-mind refund. If only one component is faulty, we may replace that component or provide another lawful remedy where appropriate.
Refunds for promotional orders are based on the amount actually paid and may be recalculated if the return means the retained items no longer qualify for the promotion, but only where the promotion terms made this clear and the adjustment is lawful.
If you experience irritation, an allergic response or another unexpected reaction, stop using the product. Seek medical assistance where appropriate. Keep the product, packaging, ingredient list, batch or lot number and proof of purchase, and contact shop@byouty.uk.
We may request information needed for a product-safety assessment and may report the matter to the manufacturer, UK Responsible Person, distributor, insurer or competent authority where necessary. Reporting a reaction does not automatically establish that a product is defective, and checking ingredients remains important, but we will assess the report fairly and comply with legal duties.
For Consumer orders, the goods generally remain at our risk until you or a person you nominate takes physical possession. If tracking shows delivered but the parcel cannot be found, check the delivery location, household members, neighbours and any nominated safe place, then contact us promptly. We will investigate with Royal Mail or the relevant carrier.
We may ask for a declaration or reasonable cooperation with the carrier’s investigation. We will provide the remedy required by law where delivery cannot be established.
If a parcel is returned because the customer provided an incorrect or incomplete address, failed to collect it, refused it without exercising a legal cancellation right, or did not respond to delivery requests, we may request a new delivery payment before resending.
If the order is cancelled instead, we may deduct reasonable direct delivery and return costs where legally permitted. Any deduction will be explained and will not remove mandatory Consumer rights.
International Consumers may have mandatory rights under the law applicable to them. Unless the goods are faulty or we agree otherwise, the customer is responsible for international return postage, customs documentation and any non-refundable import charges. Mark the parcel as returned goods where appropriate and follow local customs rules.
We are not responsible for a return delayed or rejected because customs information is incomplete, but will act reasonably and comply with mandatory law.
We may verify return and refund requests, compare order, tracking and account information, and decline a claim where there is reasonable evidence of fraud, substitution, deliberate damage or abuse. We may suspend an account and report suspected criminal conduct. We will not use fraud prevention as a reason to deny a genuine statutory claim.
This Policy is additional to, and does not replace, rights under applicable Consumer law. Questions or complaints should be sent to shop@byouty.uk. We aim to respond within two working days, although carrier, payment or safety investigations may take longer.
Complete and send this form only if you wish to cancel a Consumer contract. You may instead send any other clear cancellation statement.
To: BYOUTY LTD, shop@byouty.uk
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Goods: ________________________________________________
Order number: __________________________________________
Ordered on / received on: ________________________________
Name of Consumer(s): ____________________________________
Address of Consumer(s): _________________________________
Signature of Consumer(s), if sent on paper: ________________
Date: __________________________________________________