Last updated: 15 October 2026

This page explains how returns and refunds work at ECBeautyLab. It summarises sections 5, 6 and 7 of our Terms and Conditions, which apply to every order. Nothing here affects your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Changed your mind? You have 14 days

You can cancel your order for any reason within 14 days of the day you receive it. To do this, email office@ecbeautylab.com with your name, order number and the items you are returning, or use the cancellation form at the end of our Terms and Conditions.

Please send the items back within 14 days of telling us you are cancelling. Unless the item is faulty or not as described, you pay the cost of returning it.

Sealed products

Every product is sent with a seal across its opening. For health and hygiene reasons, you cannot cancel for a product once its seal has been broken. If you might want to return something, please keep the seal intact. This does not affect your rights if a product is faulty.

If an item without a broken seal comes back used or damaged beyond what is needed to check it, we may reduce your refund to reflect its loss in value, up to the full price. You can check items as you would in a shop, for example looking at the packaging and reading the label, without affecting your refund.

Your refund

We will refund the price you paid and the standard delivery charge within 14 days of receiving the items back, or of you showing proof you have sent them, whichever is sooner. Refunds go back to your original payment method. We do not offer exchanges or store credit.

If you return an item bought with a discount, we will refund the amount you actually paid.

Faulty or damaged products

By law, our products must be as described, fit for purpose and of satisfactory quality. If a product arrives faulty or damaged, please email office@ecbeautylab.com with your order number and a photo.

• Within 30 days of delivery, you are entitled to a full refund.
• After that, we will first offer a repair or replacement. If that is not possible, or does not fix the problem, you can ask for a price reduction or a refund.
• Any refund after the first six months may be reduced to reflect the use you have had from the product.
• Where a product is faulty, we will cover the reasonable cost of returning it to us.

Lost or damaged in delivery

Your order is our responsibility until it is delivered to you or to someone you have nominated to receive it. If your parcel is lost or arrives damaged, please let us know as soon as possible and we will arrange a replacement or refund.

Where to send returns

Please email us before sending anything back, so we can match your parcel to your order. Our returns address is:

ECBeautyLab
56 Moorhouse Close, Wellington, Telford, TF1 2BF

Need help?

Email office@ecbeautylab.com or call +44 7475 750 007. We aim to reply within 5 working days. For more information about your rights, contact Citizens Advice on 0808 223 1133 or visit citizensadvice.org.uk.