refund and returns policy

shipping policy

Refund Overview

Our Commitment to Your Satisfaction

Thank you for shopping with Xanthel ®. We stand behind the quality of our products and want you to be satisfied with your purchase. Our refund and returns policy is designed to be clear, fair, and straightforward.

Our 30-Day Return Policy

We offer a return option on items within the first 30 days of the delivery date (the date the customer received the product). If 30 days have passed since the delivery date, we unfortunately cannot offer you a refund or exchange.

Please read the conditions below to see which category your return falls under.

Category 1: Unopened & Unused Items

If you have changed your mind and wish to return the product, we are happy to accept it under the following conditions:

  • The item must be unused and in the exact same condition that you received it.
  • The item must be in its original, unopened packaging.
  • You must provide a receipt or proof of purchase.

This is for customers who wish to return the product without having used it.

Category 2: Opened Items & Adverse Reactions

We understand that you must use a cosmetic product to determine its suitability. If you have opened and used the product and experienced a documented adverse skin reaction, you may be eligible for a refund.

  • Eligibility: To be eligible, please contact us within the 30-day delivery window.
  • Process: You must email our support team with your order number, a clear description of the issue, and include a photograph documenting the adverse reaction. This information is required for our quality control and validation process.

Non-Refundable Items

  • Gift cards
  • Items marked as “Final Sale”

How to Initiate a Return

Step 1: Contact Us First
To start the return process, you must send us an email at sales@xanthelasmatreatment.com. Please include your order number and the reason for your return (e.g., “Unopened Item Return” or “Adverse Reaction Claim”). Do not send your product back to us without receiving instructions from our team first.

Step 2: Return Shipment
If your return is approved, we will provide you with instructions on how and where to send your package.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@xanthelasmatreatment.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to our return depot.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail it to the return address provided on your original packaging. If you are unsure of the address, please contact us for confirmation.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at sales@xanthelasmatreatment.com for questions related to refunds and returns.

BGI Northern Limited
225 Market Street, Hyde, Cheshire, SK14 1HF, UK

Phone:
004402080501681

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