Refund policy

This Returns, Refunds & Exchanges Policy (“Policy”) outlines the rights and obligations of customers purchasing goods from CreamBase UK (“we”, “our”, or “us”) via our website www.creambase.co.uk.

This Policy is in accordance with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

By placing an order on our website, you agree to this Policy. This Policy does not affect your statutory rights.

1. Your Right to Cancel

Under UK law, you have the legal right to cancel your order within 14 calendar days of receiving your goods, without giving any reason.

To exercise this right, you must notify us in writing by email at support@creambase.co.uk within the 14-day period.

If your cancellation request is approved, we will provide full instructions, including a returns address. Please note that returns sent to our registered office address will not be accepted and we cannot be held responsible for lost or misdirected items.

2. Conditions for Returns

To qualify for a refund or exchange, all returned goods must meet the following conditions:

  • The item must be unused, unopened, and in its original condition.
  • All packaging, labels, and seals must remain intact and undamaged.
  • The product must not show any signs of wear, use, or tampering.
  • Proof of purchase (e.g. order confirmation or receipt) must be provided.

We reserve the right to refuse returns or make a deduction from the refund if goods show evidence of handling beyond what is reasonably necessary to inspect them.

3. Items Exempt from Return

For hygiene and safety reasons, we cannot accept returns of:

  • Opened or used cosmetic or skincare products;
  • Items that have been unsealed after delivery;
  • Goods that are personalised, bespoke, or made-to-order;
  • Gift cards or promotional vouchers.

These exclusions do not apply if the items are faulty, damaged, or incorrectly supplied.

4. Return Procedure

  1. Contact our support team at support@creambase.co.uk within 14 days of receiving your order.
  2. Provide your order number, details of the item(s) you wish to return, and the reason for return.
  3. Once your return request has been approved, you will receive a return authorisation and the designated return address.

Please note:

  • Returns sent without prior approval or to an unauthorised address will not be processed.
  • We cannot accept responsibility for goods lost or damaged in transit. We recommend using a tracked postal service and retaining proof of postage.

5. Refunds

Once your returned goods are received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed within 14 days of receipt of the returned goods.
  • Refunds will be issued to the original payment method used at the time of purchase.
  • Delivery charges are non-refundable, except where goods are confirmed as faulty or misdescribed.
  • If an order was paid using a promotional discount or voucher, the refund amount will reflect the discounted price paid.

If your return is rejected, we will contact you to discuss available options (e.g. reshipping at your expense).

6. Exchanges

We are happy to offer an exchange for eligible items where:

  • The replacement item is of equal or lesser value; and
  • The original item meets all return conditions stated above.

Exchanges are subject to stock availability. If a replacement is not available, a refund will be issued instead.

7. Faulty, Damaged or Incorrect Goods

If you receive an item that is faulty, damaged, or incorrect, please notify us within 7 days of receipt by emailing support@creambase.co.uk and provide:

  • Your order number;
  • A clear description of the issue; and
  • Photographic evidence, if applicable.

Where a fault or error is confirmed, we will offer either:

  • A full refund (including delivery charges); or
  • A replacement or exchange, at no additional cost to you.

8. Contact Information

To initiate a return, refund, or exchange, or if you have any questions about this Policy, please contact us:

📧 support@creambase.co.uk
🌐 www.creambase.co.uk

9. Governing Law

This Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of England and Wales. Nothing in this Policy affects your statutory rights under UK consumer law.