ISUN SKINCARE UK

SHIPPING AND RETURNS POLICY

At ISUN, we're dedicated to providing you with a seamless and enjoyable shopping experience. If you have any questions or require further assistance, please don't hesitate to get in touch with our team during our operating hours. 

Operating Hours: Our team is available to assist you from Monday to Thursday, between 9:00 AM and 5:00 PM. Call us on 07957903675 or email connect@isunskincare.co.uk.

This Delivery and Returns policy is supplemental to our Terms and Conditions of Sale and is offered in addition to your legal rights as a consumer buying on a “distance selling” basis.

Order Processing and Shipping Information

Free Shipping: We are delighted to offer complimentary shipping on all orders totalling £75 or more. Please anticipate a shipping timeframe of 3-5 business days for delivery.

Shipping Rates: For orders under £75, there is a flat shipping rate of £4.50. Please anticipate a shipping timeframe of 3-5 business days for delivery.

International Shipping: Please contact us if you have a request for an international delivery .

Refunds & Returns

At ISUN Skincare, your satisfaction is our top priority. We're here to make the return process as smooth and convenient as possible, ensuring your shopping experience remains enjoyable from start to finish.

At our heart, we craft all-natural, organic and handmade products that reflect our unwavering commitment to quality. Our products are created using the finest available ingredients. However, it's important to note that slight variations may occur due to our diverse sources, chosen for their availability and quality.

In the event you notice a subtle difference in colour, texture, aroma, or consistency, rest assured that this does not necessarily indicate a defect in the product. Rather, it underscores the unique nature of our handcrafted items.

Additionally, we strongly encourage you to adhere to our Product Care Instructions which accompany each of our products. This will help ensure that our product meets and even exceeds your expectations.

Should you have any inquiries or require further information, please do not hesitate to reach out to us. We are here to assist you with any questions or concerns you may have.

Damages and Concerns 

We kindly request that you take a moment to inspect your order as soon as it arrives. In the rare event that you find the item to be defective, damaged, or if you've received the incorrect item, please do not hesitate to get in touch with us immediately. This will allow us to promptly assess the situation and take the necessary actions to rectify it, ensuring your complete satisfaction with your purchase.

Simple Cancellation Process

When you place orders online you have legal rights to change your mind and cancel any online order. The statutory period is 14 days from delivery of the products.
If you do change your mind in this period, you can let us know by using the form we will include with your order confirmation or simply send us an email with the information shown here:

To: connect@isunskincare.co.uk

Subject: Cancellation of Order- 14 day statutory return

I refer to Order No. XXX dated XX.YY.ZZ

This email is to give you notice that I cancel my contract for the following products:

Product Name:

Quantity:

From: YOUR FULL NAME

 

 

If you exercise your right of cancellation after the products have been delivered to you, you will be responsible for returning the products to us. You should send the products to us as quickly as possible and not later than 14 days after the day you emailed to let us know that you have changed your mind.

We will acknowledge your email and provide you with a return shipping label, along with clear instructions on how and where to send your package.

You must take reasonable care to ensure the products and packaging are not damaged in the meantime.

If you do not use our return shipping label, we recommend that you use a tracking service with insurance for the return as cannot be responsible for items not reaching us or being damaged in transit.

Refunds for Cancelled Orders

If you cancel an order using your statutory rights, we will:
(a) refund the price you paid for the product(s)

  • please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop;

(b) refund any delivery costs you have paid

  • please note that we are permitted by law to limit the refund to the costs of delivery by the least expensive delivery option available; and

(c) make any refunds due to you as soon as possible and in any event:

  • if you have received the product and we have not offered to collect it from you, 14 days after the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us;
  • if you have not received the product or you have received it and we have offered to collect it from you, 14 days after you inform us of your decision to cancel the contract.

Refunds will be processed using the same method used for the purchase.

Your Rights Where Products Are Defective

If you return a product because it is defective or we have delivered the item to you in error we will refund the price of the products in full, together with any applicable delivery charges, and any reasonable costs of doing so (we estimate that such costs should not exceed the value of the products). In other circumstances, you will be responsible for the costs of returning the products to us.

Non-returnable Items

We want to ensure that your experience with us is always positive and straightforward. To maintain the integrity of our products and the safety of our customers, we have a policy in place regarding exceptions and non-returnable items.

For your return to be eligible, please ensure that the products are UNUSED.

We understand that you need to open the beautiful packaging to inspect your purchase and make sure it conforms with your order, but please do so carefully in case you decide to return it.

Your legal rights depend on you taking reasonable care of the products and items must remain in the same condition in which you received it – unused and still in the original packaging. 

To the extent permitted by law, we do not accept returns and refunds of products if they:

(a) were provided with a seal for hygiene reasons and have been unsealed; or

(b) have been used; or

(c) have been mixed with anything or have had anything added to them.

This does not affect your statutory rights.

How to Return Items You Deem Defective

To initiate the defective item return process, simply reach out to us at connect@isunskincare.co.uk  

Feel free to use this format in an email or the form which we send you with the order confirmation. You will find your order number in the order confirmation:

To: connect@isunskincare.co.uk

Subject: Defective Products

I refer to Order No. XXX dated XX.YY.ZZ

This email is to give you notice that I cancel my contract for the following products:

Product Name:

The Product has the following defect:

From: YOUR FULL NAME

 

 

We will provide you with a return shipping label, along with clear instructions on how and where to send your package. You must take reasonable care of the products and packaging in the meantime.

If you do not use our return shipping label, we recommend that you use a tracking service with insurance for the return as cannot be responsible for items not reaching us or being damaged in transit.

We will examine the product as quickly as possible and we find it to be faulty or not as described on the Site, we will offer you a replacement or a refund.

 You can decide whether we should:

  • provide you with a replacement product and ship it to you at our cost; or
  • refund the price of the product in full together with the delivery charges. We will also refund any reasonably incurred and documented costs you incur returning the item to us but please note that since we will offer you a pre-paid label, it will not normally be reasonable for you to claim this.

Refunds will be processed using the same means of payment you used for the order and you will not incur any fees for this reimbursement.

Non-Defective Product Returns

It's important to note that ISUN does not cover the cost of return shipping for products that were not found to be defective. We can return them at your cost or arrange for you to collect them.

Processing Times for Refunds

After approval, please allow for some time for your bank or credit card company to complete the necessary processing steps and post the refund to your account. The exact duration may vary and is dependent on their specific policies and procedures.

We appreciate your trust in ISUN and strive to make the refund process as seamless as possible.