Refund policy

We want you to be happy with what you bought. If you're not, we'll refund you.

The 30-Day Skin Promise

If you're not happy with an Ovée product, tell us within 30 days of it arriving and we'll refund you in full.

This applies even if you've opened it and used it. That's the whole point — you can't tell whether a cream suits your child's skin without putting it on your child's skin. A promise that only covered unopened tubs wouldn't be worth making.

You don't need to give us a reason, and you don't need to return the tub unless we ask.

How to claim: email info@oveeskinhealth.com with your order number and tell us you'd like a refund under the 30-Day Skin Promise. A real person will reply.

We'd love to know what didn't work — it genuinely helps us — but you don't have to tell us, and it makes no difference to your refund.

Your legal rights, which sit alongside this

The 30-Day Skin Promise is something we offer voluntarily. It is in addition to your rights under UK consumer law, and it doesn't replace or limit them.

Under the Consumer Contracts Regulations 2013 you have 14 days from delivery to cancel an online order and get your money back. For that statutory right, items should be returned unused and in their original packaging, and return postage is your responsibility unless the item is faulty. Sealed cosmetic products are ordinarily excluded from that right once opened, for hygiene reasons — but our 30-Day Skin Promise covers opened products anyway, so in practice you are better off under our promise than under the statutory minimum.

Under the Consumer Rights Act 2015, if a product is faulty, damaged, not as described, or not of satisfactory quality, you're entitled to a refund, repair or replacement — and that right is not limited to 30 days.

Subscriptions

If you subscribe to a regular delivery, everything above applies to every order you receive.

You can cancel at any time, from your account, in a couple of clicks. No phone call, no email, no form, no "are you sure" runaround. If you cancel before an order is billed, you aren't charged. If you cancel after an order has already been billed, that order still ships and the 30-Day Skin Promise covers it as normal.

You can also pause, skip a delivery, change how often it arrives, or change the address yourself from the same place.

We'll email you before every renewal payment, so you always know what's coming and when, with a link to change or cancel it.

Full details are on our Subscription Terms page.

Damaged, faulty or wrong items

Email info@oveeskinhealth.com with your order number and a photo, and we'll sort it straight away — a replacement or a full refund including delivery, whichever you'd prefer. Don't worry about the 30-day window; this isn't covered by it.

Returning a product

Most of the time we won't ask for the product back — for an opened tub of cream it isn't much use to anyone, and posting it costs you time and money.

If we do ask (for example if there's a possible manufacturing fault we need to look at), we'll cover the postage and tell you exactly what to do.

How refunds are paid

Refunds go back to the original payment method within 10 working days of us receiving the return or approving your claim. Depending on your bank, it can take a few days more to appear on your statement.

Questions

Email info@oveeskinhealth.com. We're a small family business and you'll get a reply from a person, not a ticket queue.