Refund policy

 

We are happy to offer a refund/exchange for an unwanted item returned within 14 days of receipt. Please be aware that we must receive returns within 14 days of notifying us of refund / exchange – this is irrespective of your chosen payment method.

Please note that all items must be returned in a saleable condition:
• Unopened, with all original product packaging and hygiene seals untouched. We are unable to offer a refund, replacement or exchange on items that are not re-saleable.
• Please note that you will need to cover the cost of return shipping.
• If your order qualified for a free gift, it must also be returned before your refund or replacement can be processed.
If you are returning your item, we request you do this via tracked postage via Royal Mail, unfortunately we won’t be held responsible for any items that do not reach us. The shipping will be paid for by the customer.
Please do not return a used Item as we cannot refund this.
All responsibility for allergies is down to the consumer to check the product specification prior to purchase and to carry out a patch test if you have sensitive skin.
For reasons of health and hygiene, we are unable to accept returns on skincare, cosmetics brushes. We cannot accept cosmetics which have been opened, tested or partially used.

What Can We Return? 

We’re happy to accept returns if you’ve changed your mind. To return an item, please contact us within 7 days of your order being delivered. 

We are only able to accept returns on items if they are returned unworn and in original packaging. Jewellery & cosmetic products cannot be returned. If you have any problems with these items please contact us as soon as possible after the problem arises.

Faulty Items

We sincerely apologise if you have experienced any fault with your By Caitlyn Collection products.

Our customer service team would be happy to assist – Please contact us before returning your item to us, so that our team can advise you of next steps and time frames for a refund or replacement item.

We aim to process all returned orders within 14 working days. However in some cases, this time frame may be extended to 30 working days. All refunds will be credited to the original payment method.

Please note shipping costs are not refundable.

Please only send a return after correspondence with a member of our team at cs@bycaitlyn.co.uk

By Caitlyn Collection
Unit 2, 5 Jubilee Road, Newtownards, BT23 4YH, Northern Ireland