Refund policy

We want you to love your Qudos products, but if you need to return or cancel an order, here is our policy which explains how to cancel an order, return an item and get a refund. It forms part of our Terms and Conditions and does not affect your legal rights.

1.1 If you are a consumer in the UK or the EU, you can cancel your order within 14 days without giving a reason. The 14 days end:

1.3 Hygiene exception. Our cosmetics are supplied sealed. For health and hygiene reasons, you cannot return a sealed cosmetic once you have opened or unsealed it after delivery. Items that are still sealed can be returned as normal. This exception never affects your rights if an item is faulty (section 4).

1.4 Personalised items made to your specification cannot be returned for a change of mind, unless they are faulty.

1.5 Non-cosmetic items, such as our makeup bags and accessories, can be returned within the 14 days. Please return them unused and in their original packaging and labels attached.

2.1 Tell us first. Before the 14 days end, email info@qudosbeauty.com with your order number and the items you are returning. We will reply within 2 working days with confirmation.

2.2 Send it back within 14 days of telling us, to the confirmed address we advised you in our email reply. 

2.3 Packing. Please return items unused and in their original packaging, packed securely so they are not damaged on the way back. We recommend a tracked service and keeping your proof of postage until your refund arrives.

2.4 Return postage. If you have changed your mind, you pay the cost of sending items back. If an item is faulty, damaged or not what you ordered, we pay. We will send you a prepaid label or refund your reasonable return postage costs.

2.5 Returns from outside the UK. Please mark the parcel "Returned goods" on the customs declaration so that it is not charged import duty on its way back to us. Any import VAT or customs duty you paid when your order arrived was paid to your country's authorities, not to us, so we cannot refund it. You may be able to reclaim it from your local customs authority.

2.6 Exchanges. We do not offer direct exchanges. Please return the item for a refund and place a new order for the item you want.

3.1 What we refund. We refund the price you paid for the returned items. If you cancel your whole order, we also refund the delivery charge you paid. If you return only some items from an order, we do not refund the delivery charge, because it is a flat rate per order and would have been the same for the items you keep.

3.2 When. We refund without undue delay, and within 14 days of the earlier of: the day we receive the items back, or the day you send us proof of postage. If you cancel before we dispatch your order, we refund within 14 days of you telling us.

3.3 How. We refund to the payment method you used to pay, unless you expressly agree otherwise. There is no charge for this. Depending on your bank, it may take a few days to appear in your account.

3.4 Deductions. You may handle items only as you would in a shop to check them. If an item has been handled beyond that, for example used, damaged or returned without its original packaging, we may reduce your refund to reflect its loss in value. We will explain any deduction in an email.

4.1 We must supply products that are as described, fit for purpose and of satisfactory quality. If something is wrong with your order, please email info@qudosbeauty.com as soon as possible with your order number and a photo.

4.2 Within 30 days of delivery, you are entitled to a full refund for a faulty, damaged or incorrect item, including the delivery charge.

4.3 After 30 days, you are entitled to a repair or replacement. If that is not possible, or does not fix the problem, you are entitled to a refund, which may be reduced to reflect the use you have had.

4.4 We pay the cost of returning faulty, damaged or incorrect items. We may ask for a photo instead of the item itself.

4.6 Lost or damaged parcels. If your order is lost in the post or arrives damaged, see section 7 of our Shipping Policy. We will send a replacement or give you a full refund.

5.1 Skin or eye reactions. If you have a reaction to a product, stop using it, rinse with water and seek medical advice if needed. A reaction does not by itself mean a product is faulty, but please contact us and we will look at your situation individually.

5.2 Discounted items are refunded at the price you actually paid.

5.3 Bundles and gift sets. You can return a whole bundle or gift set, or individual items from it that can still be returned under section 1. If you return individual items, the refund is based on each item's share of the price you paid for the set.

5.4 Free gifts. If you return items that qualified you for a free gift, please return the gift too if it is unopened. If it has been opened, we may deduct its full retail value from your refund.

5.5 Gift cards. You can cancel an unused gift card within 14 days of buying it for a full refund. Gift cards can not be exchanged for cash.

7.1 This policy does not affect your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you live in the EU, you also keep the protection of the consumer laws of your country.

7.2 For advice on your rights, contact Citizens Advice (UK) or the consumer advice body in your country.

7.3 For any question about returns or refunds, email info@qudosbeauty.com. We aim to reply within 2 working days. If you are unhappy with how we have handled your return, please tell us; our complaints process is set out in section 19 of our Terms and Conditions.

If you need to cancel an order pelase email to info@qudosbeauty.com