Refund policy
Returns and refunds
Last updated: 10 October 2026
We hope you are happy with your FWBEAUTY order. If you wish to return an item or report a problem, contact info@fwbeauty.com with your order number or other proof of purchase.
This policy applies to purchases made directly through fwbeauty.com. Nothing in this policy limits your statutory consumer rights.
Cancelling an online order
For eligible products, you may cancel your order without giving a reason, from the time you place it until 14 calendar days after delivery. If products from one order arrive separately, the cancellation period ends 14 calendar days after the last product arrives.
To cancel, email info@fwbeauty.com, preferably with “Return enquiry” in the subject line, and clearly tell us which order or items you wish to cancel. You do not need our approval for a valid cancellation.
After notifying us, you have a further 14 calendar days to send the products back.
If your order has not been dispatched, we will try to stop it. If it has already been dispatched, you can still exercise your cancellation rights where applicable.
Product condition and hygiene seals
Please handle products carefully and return them securely packaged, including their original packaging where available.
For health and hygiene reasons, the change-of-mind cancellation right does not apply to sealed products that are unsuitable for return once their hygiene seal has been broken after delivery.
Opening an outer delivery box does not, by itself, remove your cancellation rights.
Where cancellation rights apply, we may make a deduction for a reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning, but only where permitted by law.
These conditions do not affect your rights if a product is faulty, damaged on arrival, not as described or otherwise fails to meet legal requirements.
Return postage
For change-of-mind cancellations, you are responsible for the direct cost of returning the products.
We recommend obtaining proof of postage and using a tracked service. Keep your receipt until the return and refund are complete.
If an item is faulty, damaged on arrival or incorrectly supplied, we will arrange its return or cover reasonable return postage. Please contact us first so we can provide suitable instructions.
Refunds
For valid change-of-mind cancellations, we will refund you without undue delay and within 14 calendar days of receiving the returned products or receiving evidence that you have sent them back, whichever is earlier.
If you cancel your entire order, we will also refund the standard delivery charge you paid. If you selected a more expensive delivery service, we refund the equivalent standard delivery charge rather than the additional upgrade cost.
We do not deduct our original postage, packing costs or a restocking fee from a valid cancellation refund. Any lawful deduction for diminished product value will be explained.
Refunds are made to the original payment method unless you expressly agree otherwise. Your payment provider may take additional time to display the refund.
Faulty, damaged or incorrect products
Contact info@fwbeauty.com with your order details and a description of the problem. Photographs and the product’s batch number, where available, can help us investigate.
If goods are faulty, not as described or unfit for purpose, you generally have a 30-day right to reject them and receive a refund. Rights to a repair, replacement, price reduction or refund may continue after this period, depending on the circumstances.
Where you are entitled to a refund for faulty goods, we will provide it without undue delay and within 14 calendar days of agreeing that you are entitled to it.
You do not need to retain the original packaging to exercise your statutory rights.
Opened products that are unsuitable
If you have opened or used a product and find it unsuitable, contact us to arrange an exchange or store credit.
These goodwill options are separate from your statutory rights. Where you are legally entitled to a refund, you will not be required to accept an exchange or store credit instead.
Sale items and payment methods
Sale and clearance purchases have the same statutory cancellation and faulty-goods rights as full-price purchases.
Paying through Klarna or another payment provider does not remove these rights. Refunds will be processed through the original payment method, with payment-plan adjustments handled by the provider.
Purchases from another retailer
If you purchased a FWBEAUTY product from another retailer or marketplace, contact the seller identified on your receipt or order confirmation. Your statutory rights remain unaffected.
Returns address
Please include your order number or other identifying purchase details inside the parcel.
Returns Department
FWBEAUTY
Unit 10 Kelvin Place
Thetford
Norfolk
IP24 3RR
United Kingdom
We aim to respond to return enquiries within three working days. Waiting for our response does not extend or prevent you from exercising your statutory cancellation rights.