Refund policy

Last updated: 29 August 2026

At CUTELLE, we want you to shop with confidence. If something is not right with your order, our Customer Support team is here to help.

This Return & Refund Policy explains our voluntary return policy as well as important information regarding statutory consumer rights that may apply depending on your location.

Nothing in this policy limits or excludes any consumer rights that cannot legally be excluded.

1. 30-Day Return Policy

CUTELLE offers a 30-day voluntary return policy, which means you have 30 days after receiving your order to request an eligible return.

To qualify under our voluntary return policy, the item must generally be:

Unused and unopened;
In the same condition in which it was received;
In its original packaging;
Accompanied by proof of purchase, such as your order confirmation or receipt.

To request a return, please contact our Customer Support team before sending any item back.

If your return request is approved, we will provide the appropriate return instructions, including the return address applicable to your order.

Please do not send products back before receiving return instructions from us. Returns sent without prior authorisation under our voluntary return process may not be accepted.

These conditions apply to CUTELLE's voluntary return policy and do not restrict statutory cancellation, refund, or consumer rights that may apply under applicable law.

2. Return Shipping Costs

Unless otherwise required by applicable law, customers are generally responsible for return shipping costs when returning an eligible product under our voluntary 30-day return policy.

If a product is damaged, defective, incorrect, or otherwise qualifies for a remedy under applicable consumer law, return costs will be handled in accordance with the circumstances and applicable legal requirements.

Any applicable return shipping instructions will be provided after your return request has been reviewed.

3. Damaged, Defective or Incorrect Items

Please inspect your order after delivery.

If a product arrives damaged or defective, or if you receive an incorrect product, please contact our Customer Support team as soon as reasonably possible.

To help us assess the issue, we may ask you to provide:

Your order number;
Clear photographs of the product;
Photographs of the packaging where relevant;
A brief description of the issue.

We will review the matter and provide an appropriate remedy where applicable, which may include a replacement, refund, or another solution available under applicable consumer law.

Your statutory rights relating to faulty, damaged, unsafe, or misdescribed goods are not affected by our voluntary return policy.

4. Missing Items

If an expected item appears to be missing from your order, please check your shipping information and any available tracking details first, as products within the same order may occasionally be delivered separately.

If you believe an item is missing, please contact our Customer Support team with your order number and details of the missing product.

We will review the available order and shipment information and assist with the appropriate next steps.

5. Non-Returnable Items

For hygiene and safety reasons, certain skincare, cosmetic, and personal care products may not qualify for return under our voluntary 30-day return policy once they have been opened, used, tested, or had an applicable hygiene or protective seal removed.

Other products that may not qualify for voluntary return include:

Custom or personalised products;
Gift cards;
Products specifically identified as non-returnable before purchase, where permitted by applicable law.

This section applies to our voluntary return policy.

Where statutory cancellation rights apply, legal exceptions may apply to certain sealed goods that are not suitable for return for health protection or hygiene reasons once the relevant seal has been broken.

Nothing in this section limits your statutory rights if a product is faulty, damaged, unsafe, incorrect, misdescribed, or otherwise fails to meet applicable legal requirements.

6. Exchanges

CUTELLE does not currently offer direct exchanges.

If you would like a different eligible product, you may request a return in accordance with this policy and place a separate order for the product you would prefer.

Any statutory rights available to you remain unaffected.

7. United Kingdom – 14-Day Cancellation Right

If you are a consumer purchasing online in the United Kingdom, you may have a statutory right to cancel an eligible distance purchase without providing a reason.

For eligible purchases, you generally have 14 days after receiving the goods to notify us that you wish to cancel.

After notifying us, you generally have a further 14 days to return the goods.

You may contact our Customer Support team to exercise your cancellation right and receive the appropriate return instructions.

Certain products may be excluded from the statutory cancellation right where a legal exception applies, including certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

Where a statutory cancellation right applies, refunds, return costs, standard delivery charges and applicable deductions will be handled in accordance with UK consumer law.

This statutory right is separate from CUTELLE's voluntary 30-day return policy.

8. European Union – 14-Day Right of Withdrawal

If you are a consumer purchasing from a country within the European Union, you may have a statutory right to withdraw from an eligible distance purchase within 14 days, without providing a reason.

The applicable withdrawal period generally begins after you, or a person designated by you other than the carrier, receives the goods, subject to the rules applicable to the particular order.

You may exercise an applicable right of withdrawal using the electronic withdrawal functionality made available through our store where provided, or by contacting our Customer Support team.

Certain products may be excluded from the right of withdrawal where an applicable legal exception applies, including certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

Where the statutory right of withdrawal applies, refunds, return costs, standard delivery charges and applicable deductions will be handled in accordance with applicable consumer law.

CUTELLE's voluntary 30-day return policy does not replace or restrict these statutory rights.

9. Refunds

Once an eligible returned product has been received and, where applicable, inspected, we will notify you regarding the status of your refund.

For returns made under CUTELLE's voluntary return policy, approved refunds will generally be issued to the original payment method within 10 business days after approval.

Your bank, card issuer, or payment provider may require additional time to process and display the refund.

Where statutory cancellation or withdrawal rights apply, refunds will instead be processed within the timeframe required by applicable consumer law.

For example, where applicable under UK consumer cancellation rules, the statutory refund timeframe is generally linked to when the returned goods are received or evidence of return is provided, subject to the applicable legal requirements.

Any applicable refund of standard delivery charges will also be handled in accordance with the consumer laws governing the transaction.

10. Refund Method

Unless otherwise required by applicable law or agreed with you, refunds will generally be issued using the original payment method used for the purchase.

The time required for the refunded amount to appear in your account may vary depending on your bank or payment provider.

If you believe an approved refund has not arrived within the expected processing period, please contact our Customer Support team.

11. Order Delivery Issues

Customers are responsible for providing complete and accurate delivery information during checkout.

If you notice an error in your delivery address, please contact our Customer Support team as soon as possible.

If fulfilment has not yet begun, we may be able to update the address. Changes cannot be guaranteed once an order has been processed or dispatched.

If a parcel cannot be delivered because incorrect or incomplete delivery information was provided, reasonable additional shipping costs may apply if reshipment is requested, subject to applicable law.

12. Refused & Returned-to-Sender Parcels

If a parcel is refused by the customer or returned to sender for reasons not caused by CUTELLE, we will review the circumstances once the returned parcel has been received or its return status has otherwise been confirmed.

Where permitted by applicable law, reasonable costs associated with the original shipment or return may be taken into account when calculating a refund if those costs resulted from circumstances attributable to the customer.

This section does not limit statutory cancellation, refund, delivery, or consumer rights.

13. How to Request a Return

To request a return, report an order issue, or exercise an applicable cancellation or withdrawal right, please contact our Customer Support team.

Please include your order number and a brief explanation of your request.

Where photographs or additional information are reasonably necessary to assess damaged, defective, incorrect, or missing products, we may request them after receiving your enquiry.

If a physical return is required, we will provide the appropriate return instructions and return address for your order.

Do not return an item before receiving the applicable return instructions.