Consumer Contracts Regulations

We strictly follow the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under this law, if you contact us online or by phone as a consumer. You reserve the right to terminate your contract whenever you need up to 14 business days after the day you receive the products you ordered, excluding personalised goods, as we do not exchange and return them.

You will be responsible for sending us a cancellation notification in writing within 14 business days, starting immediately after receiving the products you ordered.

We will issue a full refund once we receive a request in writing, and the delivery costs for returning will be your responsibility.

Products will be accepted for return or exchange only if they are in their original packaging and unused.

If we have arranged to collect the products from you for any reason, we reserve the right to charge you for this, and the amount will depend on the distance.

Returns

You are responsible for making a refund request with a written notification within 14 business days of receiving the product at your doorstep.

We will be delighted to offer an exchange or a gift card to the goods’ value up to 28 days from the day you received them, and after this period, we reserve the right to reject returns.

Damaged/ Faulty Goods

If you receive an order and find damaged products or products suspected to be faulty, we will happily provide the replacement service or issue a complete refund immediately. You only need to contact our Customer Service between 8 am-8 pm (UK Time) Monday to Friday. You can also contact us via email at info@voodoocosmetics.co.uk.

Due to the unavailability of products in our stock, we will offer an alternative product. It will be necessary for you to send us photographs of the damaged/faulty products. We may also collect the faulty products from you for Quality Review Investigation. We will directly correspond with you.

Returns Procedure

Damaged or faulty products will only be exchanged or returned when they're unused, in original packaging, in a perfect, resalable condition, and accompanied by a valid order reference.

Wrapping: Damaged or faulty products should be wrapped securely and in the original packaging. This way, you can ensure that the products we received are in their original condition. There should be clear order references displayed on the products’ exterior labels. Insufficient packaging of products may let us exercise our right to reject your refund/exchange request.

• UK – People living in the UK can email our Customer Service at info@voodoocosmetics.co.uk to inform us of their intent to return or exchange. We will then respond to you with a pre-paid returns label, which you need to attach to the exterior packaging of the damaged product. You will then drop this to your nearest collection point, and further details regarding this will be enclosed in the email.
• All requests for returns/exchanges submitted outside of normal UK working hours (8.30am – 5:00 pm) will be processed the next working day (Monday – Friday).
• Rest of World – People outside the UK can notify us of their intent to return or exchange the damaged products by email to info@voodoocosmetics.co.uk.

Refunds & Exchanges

We do our best to process the requests for product exchange within 2 business days of receiving the product. We will charge you for the delivery of exchanged products. A standard rate will be applied.

We do our best to issue a refund against the original payment. We may take 5 to 7 business days to issue a refund.

Any refund owed will be credited to the gift card in the first instance if the original or first purchase from us was made using a gift card and another form of payment. If the refund amount is more than the amount originally paid by a gift card, we will apply any remaining refund balance to the other method of payment used.

If you qualify for a discount we offer, this shall no longer apply to the products you return. This is why the discounted products must either be returned or charged at the full retail price you originally paid.

If your order qualifies for a free gift with purchase, the products you want to return mean you no longer meet the discount promotion criteria. Therefore, you must return the free gift so we can process your refund or exchange request. If the promotion product received is a gift card and the amount of the gift card has been spent in whole or in part before returning the products/s from your order, the amount on the gift card spent will be deducted from the refunded or exchanged amount owed to you.

Gifts - If you receive your order as a gift, we may be able to exchange products with alternative products, or the specific value can be applied to a gift card.

For Cancellation, Return, & Exchange

Email us at Info@voodoocosmetics.co.uk

Write to us at 128 City Rd, London EC1V 2NX, UK

LAST UPDATED: Friday, August 23, 2024