Refund and returns policy
Last updated: 15/09/2026
There are two separate things here. The first is your legal right and we cannot take it away. The second is our own offer, which goes further.
Your legal right to withdraw, 14 days
If you are a consumer in the EU you may withdraw from your purchase within 14 days without giving any reason.
The 14 days run from the day you or someone you nominate takes physical possession of the goods. If your order arrives in several parcels, it runs from the day you receive the last one.
To withdraw, tell us clearly before the 14 days are up. Email [SUPPORT EMAIL] with your order number, or use the model withdrawal form at the end of this policy. You do not have to use the form. A plain email is enough.
Send the goods back to us without undue delay and no later than 14 days after telling us. You pay the cost of return postage.
We will refund everything you paid, including standard outbound delivery, within 14 days of receiving the goods back or of receiving proof that you sent them, whichever is earlier. If you chose a more expensive delivery method than our cheapest standard option, we refund the cheapest standard cost. We refund using the same payment method you used, and the refund costs you nothing.
You are liable for any reduction in the value of the goods caused by handling them beyond what is necessary to establish their nature and characteristics. In plain terms: opening the box and looking at the tube is fine. Using half of it is not.
Sealed cosmetics
Under Article 16(e) of the Consumer Rights Directive, the right of withdrawal does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons if the seal has been broken after delivery.
Our products are supplied sealed. If you have broken the seal, the statutory 14 day right no longer applies to that item. Your rights if the product is faulty are unaffected, and our own returns offer below may still help you.
Our own returns offer, 30 days
On top of your legal rights, we accept returns of unopened and unused products for 30 days from delivery. The product must be in its original packaging with the seal intact.
To use this, email support@helenaskin.com with your order number. You pay return postage. We refund the price of the product, not the original delivery charge.
This is a voluntary offer. It is in addition to your statutory rights, not a replacement for them.
If you opened it and it did not suit you
Write to us anyway at support@helenaskin.com and tell us what happened. We are a small business and we would rather hear about it than not. We cannot promise a refund on an opened product, but we will look at every case.
If a product is faulty, damaged or not what you ordered
Tell us within a reasonable time of noticing. Send photographs if you can. If a product is faulty you are entitled to have it repaired or replaced, or to a price reduction or a refund, and you do not pay return postage. This right lasts two years from delivery under Cypriot law.
If your skin reacts
Stop using the product immediately. Contact us at [SUPPORT EMAIL] and tell us what happened, including the batch number printed on the tube. We take this seriously and we are required to record it. If the reaction is severe, see a doctor.
How to return something
- Email support@helenaskin.com with your order number and what you are returning.
- We will confirm the return address.
- Send the item with tracking. We cannot refund what we do not receive.
- We will email you when it arrives and process the refund.
Refunds are issued to the original payment method. Your bank may take a further 3 to 10 working days to show it.
Model withdrawal form
You may use this form, but you do not have to.
To: Eleni Georgiou, 1 Stavros Stylianides Street, 2642 Episkopeio, Nicosia, Cyprus, support@helenaskin.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on: Received on: Order number: Name of consumer: Address of consumer: Signature of consumer (only if this form is notified on paper): Date: