Your satisfaction is our top priority. We do our best to see that you are completely satisfied with each order.
Online cancellation policy
Under the Consumer Protection (Distance Selling) Regulations, you have up to 7 working days after you have received your delivery to cancel your order. Any delivery charges will be refunded, however, if only part of your order is cancelled, the delivery charge will not be refunded.
To cancel your order please, email us at email@example.com or telephone our Customer Services Team on 0208 680 5472.
If you have contacted us to cancel your order before you have received your goods, unless cancellation takes place within 30 minutes of your order, your cancelled order cannot be stopped and will be delivered to you. Please refuse any delivery of cancelled goods. You will not be charged for Royal Mail returns in accordance with our returns policy.
Athene Skincare Ltd will be happy to exchange within 28 days of delivery.
Unwanted items must be returned in a fully resaleable condition and any tags must be intact. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.
To return an item, please first contact us by email at firstname.lastname@example.org or telephone our Customer Services Team on 0208 680 5472.
Please note the customer bears all costs related to the return and retain evidence of proof of postage.
Where a product is faulty, damaged or materially mis-described we will refund the original delivery charge and the cost of posting the products back to us via your local postal office or the company designated courier. We are not responsible for any damage or loss to products which are returned to us. We recommend that you use a recorded delivery service when returning products. We reserve the right to refuse to grant a refund in respect of any products which are returned to us in a damaged state or which do not reach us for any reason. A proof of return and any documentation including details of any taxes paid must be obtained. You must email Customer Services to arrange your refund before returning your products.
We'll process your return as quickly as possible. We then issue you a credit your account, exchange or refund (credited to the original payment card), whichever you choose.
Refund policy exclusions
For reasons of health and hygiene we are unable to exchange or refund the following products:
- Cosmetics/fragrance once the original packaging has been opened, unless faulty.
- Make up accessories such as brushes, no exchange on grounds of health and safety unless faulty or unopened in original packaging.
This policy does not affect your statutory rights relating to faulty or misdescribed goods or your right to cancel orders under the consumer protection (distance selling) regulations, further details of which are available from the local trading standard department or citizen’s advice bureau.