Refund policy

Last updated December 2021

 

Can I return an item I’ve ordered?

We hope you love your items as much as we do however if you are unhappy with your item for any reason, you must notify us by email within 14 days of receiving your goods that you request to return and obtain a refund. You then have a further 14 days to return the item from the date you notified us. 

If an item is damaged or faulty, please contact us during the first 14 days upon receipt to obtain a refund with photographic evidence. Please email with the subject 'REFUND (and your order number)' to hello@romystore.co.uk and we will get back to you as soon as possible. 

Unless damaged or faulty, to be eligible for a return, your item must be unused, unopened and in the same condition that you received it. It must also be in the original packaging. Due to the nature of many of our products with minimal packaging, we cannot accept refunds of our personal and beauty products unless there is a seal, and it clearly has not been opened. Only a minimal number of our products include a tamper seal so please bear this in mind when purchasing that if you simply change your mind, you are unlikely to qualify for a refund.  

Transparency is important to us, which is why every product we sell has a full up-to-date ingredients list. Please read the product descriptions, directions, and ingredients carefully before placing any orders with us. We are unable to accept returns or process refunds for products due to skin conditions or unexpected allergic reactions. So please do check ingredients for potential allergies and seek medical advice if necessary, prior to purchase.

Several types of goods are exempt from being returned, such as products that are intimate, or sanitary ware.

Gift cards are also non-refundable.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. As we are a small company, unfortunately we cannot cover postage for returns unless faulty.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same or similar item, send us an email at hello@romystore.co.uk with the subject EXCHANGE and your order number.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

Shipping

To return your product, you should email hello@romystore.co.uk for return address details.

Unless faulty, you will be responsible for paying for your own shipping costs for returning your item and it's advised to use a tracked service. We cannot accept liability for any lost parcels in transit. Shipping costs are non-refundable.