RETURNS & REFUNDS

At Curl Care, we want you to be happy with your purchase. If you need to return an item or have an issue with your order, please read our Returns & Refund Policy below.

This policy applies to all purchases made through curlcare.uk.

Return Timeframe

If you change your mind about your purchase, you have the right to cancel your order within 14 days of receiving your goods, in accordance with the Consumer Contracts Regulations 2013.

To exercise your right to cancel, you must notify us within 14 days of receiving your order. You will then have a further 14 days to return the goods to us.

Return Conditions

To be eligible for a refund, returned items must be:

• Unused and unopened.
• In their original packaging, with all seals and protective packaging intact.
• In a condition suitable for resale.
• Returned with any original accessories or items supplied.

Items We Cannot Accept for Return

We reserve the right to refuse returns that do not meet our return eligibility requirements.

This includes:

• Products that have been opened, used or partially used.
• Products with broken seals or removed protective packaging, where applicable.
• Products that have been damaged through handling or use beyond what is reasonably necessary to establish their nature, characteristics and functioning.
• Products that are no longer in a condition suitable for resale.
• Items returned outside the applicable cancellation period.

Opened or Used Products

Due to the nature of the products we sell, we cannot normally accept returns of products that have been opened or used where they fall within the statutory hygiene exemption. This may also apply to certain accessories where the relevant conditions are met.

Under the Consumer Contracts Regulations 2013, the hygiene exemption may apply where:

• Goods are supplied sealed.
• The goods are unsuitable for return for health protection or hygiene reasons.
• The seal has been broken after delivery.

Where all of these conditions are met, the statutory right to cancel no longer applies.

Once a product has been opened or used, we may no longer be able to reliably verify its original condition or product integrity. This may also compromise its suitability for resale due to hygiene and health protection considerations.

You are entitled to handle goods to the extent necessary to establish their nature, characteristics and functioning, as you would be permitted to do in a shop.

However, if goods have been handled beyond what is reasonably necessary to inspect them, we reserve the right to make a deduction from any refund to reflect the resulting diminished value. This may include the full value of the goods where their condition means they have no remaining resale value, where permitted by law.

Final Sale Items

Items marked as Final Sale are sold at a reduced price and are subject to the conditions outlined in their product descriptions.

Any specifically disclosed defects or imperfections are accepted as part of the purchase, and we cannot accept claims relating to those disclosed conditions.

These exclusions do not affect your statutory rights in relation to faulty, damaged or incorrectly supplied goods, or any applicable right to cancel an online purchase.

Discounts, Free Gifts and Promotional Items

If your order qualified for a promotional offer, such as a bundle deal, multi-buy discount, free gift or spend-based promotion, returning part or all of your order may affect the discount or benefits you originally received.

Where a free gift or complimentary product was included as part of an offer, it should also be returned if you return the item or items that qualified for the promotion. If the free gift is not returned, we may adjust your refund accordingly, where permitted by law.

If returning items means your order no longer meets the conditions of a bundle, multi-buy or other promotional offer, your refund will be recalculated to reflect the items you keep and the applicable prices or discounts at the time of purchase.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, contains a faulty product or you have received an incorrect item, please contact us as soon as possible.

Please include:

• Your order number.
• A description of the issue.
• Clear photographs of the product, packaging and any visible damage, where applicable.

We will review the information provided and may request further details or photographs to help us investigate.

Investigation Process

All reports of damaged, faulty, incorrect or missing items are subject to investigation. This allows us to assess the issue and determine the appropriate resolution.

We are unable to confirm a replacement or refund until the relevant investigation has been completed.

Where appropriate, a replacement will be our preferred resolution in the first instance. If a replacement is not suitable or available, an alternative resolution, will be considered in accordance with your statutory rights.

Nothing in this policy affects your legal rights in relation to faulty or incorrectly supplied goods.

Missing or Undelivered Parcels

If your parcel has not arrived or the tracking information indicates that it has been delivered but you cannot locate it, please contact us as soon as possible.

We will review the tracking information and, where necessary, raise an enquiry with Royal Mail.

We may ask you to check with household members, neighbours or your local delivery office as part of the investigation.

Please report parcels that cannot be located within 3 days of the delivery date so that we can investigate promptly.

A replacement cannot be confirmed until the investigation has been completed. Where appropriate, we will look to arrange a replacement in the first instance.

Exchanges

We are unable to offer direct exchanges as standard. If you wish to purchase an alternative item, variant, or size, please place a new order and return your original purchase in line with our returns policy.

We may consider an exchange on a case-by-case basis where appropriate, or as a goodwill gesture, but this is at our discretion and is not guaranteed.

How to Return 

To arrange a return, please contact us at info@curlcare.uk with your order number and the reason for your return.

Please do not send items back without contacting us first.

Unless the return relates to a faulty, damaged or incorrectly supplied item, the cost of returning the goods is your responsibility.

We recommend using a tracked delivery service, as we cannot accept responsibility for returns lost in transit.

Returned goods must be packaged securely to prevent damage during transit.

Return Postage Costs

For change-of-mind returns, the customer is responsible for the cost of returning the goods to us, unless we have agreed otherwise.

If your return is valued at more than £25, we recommend using a tracked delivery service and obtaining proof of postage. This will help you keep track of your return, as we cannot accept responsibility for items lost in transit when being returned.

Where an item is confirmed to be faulty, damaged or incorrectly supplied, we will cover reasonable return costs where applicable.

We will advise you of the appropriate return arrangements.

Refunds

Once your returned item has been received and reviewed, if your return meets the eligibility requirements, your refund will be processed to the original payment method.

Refunds will be processed within 14 days of receiving the returned goods, once they have been checked.

For faulty, damaged or incorrect items, refunds will be processed in accordance with your statutory rights.

Please allow additional time for your bank or payment provider to make the funds available in your account.

Ineligible Returns

Once we've received and inspected your return, we'll assess the condition of the items against our return eligibility requirements. Where items are unopened, unused, in their original packaging, with all applicable tamper-resistant seals intact and in a resaleable condition, we'll process your refund.

If a returned item does not meet our return eligibility requirements, we will contact you to explain the outcome.

Where items do not meet these conditions, any applicable deduction for diminished value will be assessed in accordance with our Returns Policy and your statutory rights.

Where a refund is not due, we may offer to return the item to you or, where agreed, arrange for it to be disposed of.

We reserve the right to refuse refunds for returns that do not meet the applicable eligibility requirements, subject to your statutory rights.

Refund Payment Method

All refunds will be issued to the original payment method used when placing the order.

Where payment was made by debit or credit card, the refund will be returned to the same card used for the purchase.

Where payment was made using a Curl Care gift card, the refund will be credited back to the original gift card. If an order was paid for using a combination of payment methods, the refund will be allocated proportionately to the original payment methods used.

We are unable to issue refunds to a different card, bank account or payment method.

Late or Missing Refunds

If you haven't received your refund within the expected timeframe, please allow a little extra time for your payment provider or bank to process it.

If you still haven't received your refund:

• Check your original payment method or bank account again.

• Contact your card provider or payment provider, as processing times can vary.

If you have completed these checks and your refund is still missing, please contact us at info@curlcare.uk, and we'll be happy to look into it for you.

Original Delivery Costs

If you cancel your entire order within the statutory cancellation period, we will refund the original standard delivery charge alongside the cost of the returned items.

If you return only part of your order, the original delivery charge will not be refunded, as the delivery service has already been provided and part of your order is being kept.

If you selected an enhanced or express delivery option, we are only required to refund the cost of our standard delivery service. Any additional amount paid for an upgraded delivery service will not be refunded.

Orders Qualifying for Free Delivery

If your order qualified for free delivery and you cancel your entire order, no delivery charge is due to be refunded, as no delivery costs were paid.

If you return only part of your order and the remaining value falls below the qualifying threshold for free delivery, we reserve the right to deduct the standard delivery charge that would have applied to your order from your refund.

This does not affect your statutory rights.

Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash.

If you purchase a gift card, your statutory right to cancel an online purchase will still apply where applicable. Any eligible refund will be issued to the original payment method used to purchase the gift card.

If you use a Curl Care gift card to purchase an order and later return any items, your refund will be credited back to the gift card used to pay for the order.

If the original gift card has been fully used or is no longer active, we will issue a new gift card for the eligible refund amount.

If you paid for your order using a combination of a gift card and another payment method, your refund will be split between the original payment methods used for that order. Any amount paid by gift card will be refunded to the original gift card or a new gift card if the original is no longer active. Any remaining amount will be refunded to the original payment card used for that order.

Returned to Sender

Where an order is returned to us by the delivery provider because it was not collected, the delivery address was incorrect or delivery could not be completed due to circumstances within the customer's control, the original delivery charge will not be refunded.

This does not affect your statutory rights or situations where a parcel is returned to us due to an error or an issue with the delivery provider.

Repeated Returns 

We understand that returns are sometimes unavoidable. To help ensure fairness for all customers and maintain a fair returns process, we may occasionally review accounts where there is an unusually high or frequent volume of purchases and returns.

In exceptional circumstances, we may need to take reasonable steps to manage repeated returns, including reviewing future orders on a case-by-case basis.

Any action taken will be fair and proportionate and will not affect your statutory consumer rights.

Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will do our best to accommodate cancellation requests, but once an order has been dispatched, it may no longer be possible to stop the shipment. In these circumstances, you may need to follow our standard returns process.

Contact Us

If you have any questions about our returns process, refunds or need assistance with a return, please contact us:

Email: info@curlcare.uk

Policy & Terms

This Returns & Refunds Policy forms part of the Terms & Conditions of Curl Care Limited. By placing an order with us, you acknowledge and agree to the terms outlined in this policy.

We reserve the right to update or amend this policy from time to time. Any changes will be published on this page, and we recommend reviewing the policy before placing an order.

All returns are processed by Curl Care Limited in the United Kingdom. Refunds will be issued in the original currency of the order, using the original payment method.

All prices displayed on our website are inclusive of VAT, where applicable.

Where goods are faulty or not as described, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.

Nothing in this policy affects your statutory rights as a consumer under UK law.

Last updated: November 2026