RETURN AND REFUND POLICY

Last updated: 22 September 2026

This policy explains how cancellations, returns and refunds are handled by Exoblanc UK Ltd. It applies to purchases made through www.exoblanc.co.uk and should be read alongside our Terms and Conditions.

Consumer cancellation rights

If you are a consumer purchasing online, by telephone or by email, you will usually have the right to cancel your order without giving a reason.

You may cancel from the date your order is accepted until 14 days after the day on which you, or a person nominated by you, receives the products.

If your order is delivered in separate instalments, the cancellation period ends 14 days after you receive the final instalment.

To exercise your right to cancel, email info@exoblanc.co.uk before the cancellation period expires. Please include your name, order number and a clear statement confirming that you wish to cancel.

Products that cannot be returned after opening

For health-protection and hygiene reasons, we cannot accept the return of sealed products once the relevant seal has been broken.

This may include:

• Cosmetics and skincare products

• Sterile ampoules

• Needle cartridges

• Single-use products

• Sealed professional treatment consumables

• Any other sealed product that is not suitable for return for health-protection or hygiene reasons once opened

Please do not open a product or break its hygiene seal if you may wish to return it.

This restriction does not affect your rights if a product is faulty, damaged, incorrect or not as described.

Returning a cancelled consumer order

After telling us that you wish to cancel, you must return the products without undue delay and no later than 14 days after notifying us.

Products should be securely packaged and returned with your order number or proof of purchase to:

Exoblanc Returns
Unit 2 Near Bank Park
Near Bank
Shelley
Huddersfield
HD8 8LS

Unless a product is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning it.

We strongly recommend using a tracked and appropriately insured delivery service. Returned products remain your responsibility until they are received by us.

You may inspect a product as you reasonably could in a shop. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and condition.

Refunds for cancelled consumer orders

Where you validly cancel an eligible order, we will refund:

• The price paid for the returned products; and

• The cost of our least expensive standard delivery option

We are not required to refund any additional amount paid for premium, timed, Saturday or other enhanced delivery services.

Refunds will be issued using the original payment method unless otherwise agreed.

We will process the refund within 14 days of receiving the returned products or, if earlier, within 14 days of receiving satisfactory evidence that you have sent them back.

If no products were supplied, we will issue the refund within 14 days of being informed of your cancellation.

After we process your refund, your bank or payment provider may take additional time to credit the funds to your account.

Faulty, damaged or incorrect products

Please inspect your order promptly after delivery.

If a product arrives damaged, is incorrect, incomplete, appears faulty or is not as described, contact info@exoblanc.co.uk as soon as possible.

Please provide:

• Your name and order number

• A description of the issue

• Photographs of the product

• Photographs of the external and internal packaging

• A photograph of the delivery label, where relevant

Please do not dispose of the product or its packaging until we have advised you, unless it is unsafe to retain.

Where you have a valid claim, we will provide the remedy required by law. Depending on the circumstances, this may include a repair, replacement or refund. We will also cover reasonable return costs where legally required.

Nothing in this policy limits a consumer’s statutory rights.

Professional and business orders

Orders placed wholly or mainly for a clinic, salon, training business, resale activity or other business purpose are business purchases. Consumer cancellation rights do not apply to these orders.

Non-faulty business products may be returned only with our prior written authorisation.

Any approved business return must be:

• Unopened

• Sealed

• Unused

• In its original packaging

• In a saleable condition

• Returned in accordance with our instructions

We may refuse unauthorised business returns. Where agreed before the return, reasonable handling or restocking costs may be deducted.

A business customer must notify us in writing of visible damage, shortages or incorrect products within three working days of delivery. A hidden defect must be reported promptly after it is discovered.

This notification period does not prevent a claim relating to a problem that could not reasonably have been identified earlier.

Exchanges

We do not provide direct exchanges for unwanted consumer products. If you are eligible to return an unwanted product, you may return it in accordance with this policy and place a new order separately.

If an incorrect or faulty product has been supplied, please contact us so that we can arrange the appropriate remedy.

Contact us about a return

Email: info@exoblanc.co.uk

Please contact us before sending a return where prior authorisation is required. Include your order number in all correspondence.