Returns & Cancellations

Your 14-day right to cancel

Because you are buying online, you have the right to cancel your order for any reason within 14 days, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not need to give a reason.

The 14 days run from the day you receive the goods. To cancel, email hello@feonixskinlab.co.uk with your order number. You then have a further 14 days to return the goods. We refund within 14 days of receiving them back, including standard outbound delivery.

One exception: sealed cosmetic products that have been unsealed cannot be returned once opened, for hygiene reasons. This is set out in the regulations and is explained below. Unopened products are always covered.

Our returns policy

The following is in addition to the cancellation right above, and never replaces it.

Refund policy

REFUND & RETURNS POLICY

Last updated: April 2026

We want you to feel confident in your Feonix SkinLab purchase. If a product isn't right for you, we offer the following options.

UNOPENED RETURNS — 30 DAYS

You may return any unopened product in its original sealed packaging within 30 days of delivery for a full refund.

Conditions:
- Product must be unopened and unused, with original tamper-evident seal intact
- Returned within 30 days of the delivery date
- In its original outer packaging where applicable
- Accompanied by proof of purchase (order number)

Once we receive and inspect your return, we will issue a full refund (excluding original shipping cost) to your original payment method within 7 working days. You will be notified by email when the refund is processed.

We provide a free Royal Mail Tracked 48 returns label for UK customers. Contact our team at hello@feonixskinlab.co.uk to initiate a return and receive the label.

OPENED PRODUCTS — HYGIENE EXCLUSION

Under the UK Consumer Contracts Regulations 2013, sealed cosmetic products that have been unsealed cannot be returned for hygiene reasons. This applies to all opened skincare products in the Feonix SkinLab range, regardless of how much has been used.

If you experience an adverse reaction to a product, please contact us immediately at hello@feonixskinlab.co.uk — we will review your case individually.

DEFECTIVE OR DAMAGED PRODUCTS — 30 DAYS

If a product arrives damaged, faulty, or incorrect, you have 30 days from the delivery date to notify us for a free replacement or full refund (including original shipping cost).

To report a defective or damaged product:
- Email hello@feonixskinlab.co.uk within 30 days of delivery
- Include your order number, a description of the issue, and photographs of the damage where possible
- Do not dispose of the product until we have responded

We will arrange a free replacement or full refund at our cost. You will not be required to return a clearly defective product unless we specifically request it.

CONSUMER RIGHTS

This policy is in addition to your statutory rights under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy affects your statutory rights.

CONTACT

Feonix SkinLab
Email: hello@feonixskinlab.co.uk
15 Little Park Street, Coventry CV1 2RN