RETURNS & REFUND POLICY
This policy distinguishes statutory consumer rights from our voluntary 30-day satisfaction guarantee. The conditions of the voluntary guarantee do not limit your statutory rights.
For online purchases where EU withdrawal rules apply, you generally have 14 days from the day after you receive the goods to notify us that you wish to withdraw, without giving a reason. Contact sales@hollywoodskin.com. Return the goods within 14 days after giving notice.
Opening the packaging does not automatically remove your right of withdrawal. Where legally applicable, the exception for sealed goods unsuitable for return for health-protection or hygiene reasons applies only if the seal has been broken.
You may inspect the goods to establish their nature, characteristics and functioning. Where permitted by law, we may deduct an actual reduction in value caused by handling beyond what is necessary for that inspection. The 1–2-use limit of our voluntary guarantee is not a limit on the statutory right of withdrawal.
For an eligible statutory withdrawal, we refund the payments required by law, including the cost of standard outbound delivery, within the statutory time limit. We may withhold the refund until we receive the goods or evidence that they have been sent back, whichever occurs first. You pay the direct return shipping costs, unless applicable law requires otherwise.
Introduce one new skincare product at a time and follow the product instructions. Using several new products together can make it difficult to assess suitability. These usage recommendations do not remove statutory consumer rights.
We may inspect returned products. The limited-use and remaining-content requirements in section 4 apply only to our voluntary satisfaction guarantee. Statutory withdrawal and faulty-goods claims are assessed under the applicable consumer rules.
Our voluntary 30-day satisfaction guarantee covers limited trial use only: up to 1–2 applications for skincare or 1–2 recommended doses for supplements. The rest of the contents must remain. Empty packaging and products used beyond this initial trial are not covered by this voluntary guarantee.
Contact sales@hollywoodskin.com within 30 days of receiving your order and include your order number. For an eligible return, we refund the amount paid for the returned product. You pay the return shipping.
Your statutory right of withdrawal and rights concerning faulty goods are not affected.
The voluntary guarantee does not cover extensive use or products tested as part of a full skincare routine. It also does not cover a reaction where several new products have been introduced at the same time. These exclusions apply only to the voluntary guarantee.
If you receive a faulty or damaged product, you are entitled to:
A full refund (including shipping), or
A replacement product
We may request photographic evidence or return of the item for quality inspection.
Before returning any items, you must contact us at:
sales@hollywoodskin.com
We will provide return instructions.
Customers are responsible for return shipping unless the item is faulty.
Items must be securely packaged.
We recommend using a tracked shipping service.
Include your order number with your request. The 30-day deadline and product-use exclusions apply only to our voluntary guarantee, not to statutory rights.
The terms that applied when the order was placed remain relevant to that purchase. Updating this policy does not retroactively remove rights arising from an earlier guarantee promise.
If you have any questions, please contact us — we are happy to help.