Questions about Returning an Order
- What is your returns procedure?
- I wish to cancel my order
- I want to return an item because it is damaged or incorrect
- I want to return an item because i have changed my mind
- Can i return online purchases to my local store
- How do i return non-online purchases
What is your returns procedure?
You may cancel products you have purchased within 7 working days starting the day after delivery for any reason. Please note that cosmetics that are applied directly to the body are excluded from our returns policy, including lipsticks, nail products, facial cosmetics and eye products. These goods are only excluded from the right to cancel if the seal has been broken by you the customer.
In order to claim a full refund, returned goods must be in their original packaging, unused, and with seals unbroken. You should take reasonable care of the products in your possession. If you wish to return your order under these circumstances you must do the following: In the first instance, contact us through ourCustomer Support Center or send an email to firstname.lastname@example.org within 7 working days starting the day after delivery to let us know that you wish to return goods. Remember when emailing to include your name, order number, product name and quantity you wish to return. We will send you our returns procedure and the required documentation to return product
Package the goods to protect from damage in transit and return the unwanted goods, we recommend that you do this by Royal Mail Recorded Delivery. Retain your recorded delivery slip as proof of postage. Customers are liable for the postage cost of returning unwanted goods.
Refunds will be processed as soon as possible and in any case within 30 days. If you request a refund and refuse to return the goods or the goods are returned to us in unsatisfactory condition, you be in breach of contract and we will actively pursue the return of the goods in question and will charge you for the direct cost of recovering the goods.
Full details of our Returns and Refund Policy can be found in our terms and conditions.
I wish to cancel my order
If you wish to cancel your order please contact us as soon as possible through our Customer Service Center stating your name, customer number, order number, time and date of order. We will try to stop your order being dispatched but this is not always possible the time between receiving the cancellation request and tracking down your order is too short.
You may cancel products you have purchased within 7 working days starting the day after delivery for any reason with the exception of products highlighted in our returns policy.
If an order is cancelled within the 7 working day cooling off period, all monies including the original delivery charge will be refunded as soon as possible and in any case within 30 days.
I want to return an item because it is damaged or incorrect
If you receive an item that is faulty or incorrect, please notify us within 7 working days through ourCustomer Service Center or send an email to email@example.com . Remember when emailing to include your name, order number, product name and quantity you wish to return. We will send you our returns procedure and the required documentation to return the product/order.
Please make sure you retain all original packaging, including outer packaging, to protect the goods in transit when returning. If the goods are incorrect please return them without removing the outer cellophane wrapper. All returns should be sent by Royal Mail recorded delivery and, if the received by the conditions set out in our returns procedure, we will issue you a full refund including any extra postage costs you have incurred.
I want to return an item because I have changed my mind
Unless the goods are faulty or incorrect, customers are liable for the postage cost of returning unwanted goods. We recommend you send the unwanted goods back via Royal Mail recorded delivery and remember to retain your recorded delivery slip as proof of postage.
Please notify us within 7 working days through our Customer Service Center here if you wish to return unwanted item and we will send you our returns procedure needed to post the items back to us and we'll arrange for you to be refunded for your products value.
Can I return online purchase to my local store?
Online purchases bought from Semichem.co.uk must be returned as per the aforementioned procedure. Returns, exchanges or refunds cannot be processed at store as some of our prices, products and offers are exclusive to Semichem.co.uk.
How do I return non-online purchases?
If you have a product which you purchased at one of our stores, rather than through our website, and you wish to return it, please contact your local store. Your nearest store can be found on the website store locator.