Sale & Returns Policy

PART 1: TERMS OF SALE

1. About Us

These Terms of Sale (“Terms”) govern all purchases made through the Ness Skin Limited website. Please read them carefully before placing an order.

Company name: Ness Skin Limited

Registered in: England and Wales

Company registration number: [COMPANY REGISTRATION NUMBER]

Registered address: Foxwood Manor 204-206 Wilden Lane Stourport DY139JR

Trading address : As above

VAT registration number: 

Email: info@ness-skin.com

Website: www.ness-skin.com

2. Placing an Order

By placing an order on our website, you confirm that you are at least 18 years of age and are legally capable of entering into a binding contract.

When you place an order, you will receive an automated order confirmation email. This confirms that we have received your order but does not constitute acceptance of it. A contract between you and Ness Skin Limited is only formed when we send you a dispatch confirmation email.

We reserve the right to decline any order at our discretion, including (but not limited to) where:

• A product is out of stock or has been discontinued;
• We are unable to verify your payment details;
• There has been a pricing or description error on the website; or
• We have reason to believe the order is fraudulent.

If we are unable to fulfil your order, we will notify you promptly and issue a full refund of any payment taken.

3. Pricing and Payment

All prices displayed on our website are in Pounds Sterling (GBP) and are inclusive of VAT where applicable. Delivery charges are not included in the displayed product price and will be shown clearly at checkout.

Payment is taken at the time of placing your order. All transactions are processed securely. We do not store your full payment card details.

We take all reasonable steps to ensure prices on our website are accurate. In the event of a pricing error, we will contact you before processing your order and give you the option to proceed at the correct price or cancel for a full refund.

4. Promotional Codes and Discounts

From time to time, we may offer promotional codes or discounts. Unless otherwise stated:

• Only one promotional code may be applied per order;
• Promotional codes cannot be applied retrospectively to completed orders;
• Promotional codes may be subject to minimum spend thresholds or product exclusions;
• Promotional codes have no cash value and cannot be exchanged for currency; and

We reserve the right to withdraw or amend promotions at any time without notice.

5. Delivery

We currently deliver to ‘the United Kingdom’ . Available delivery options, estimated timeframes, and associated costs will be displayed clearly at checkout.

Estimated delivery timeframes are provided as a guide only and are not guaranteed. We are not responsible for delays caused by third-party couriers, customs authorities, or events outside our reasonable control.

Delivery timeframes are typically as follows: Standard UK delivery: 3–5 working days; Express delivery 1-3 working days.

Risk in the products passes to you upon delivery. If you have not received your order within the expected timeframe, please contact us at the details in Section 1 and we will investigate.

Please note that some products may be subject to import restrictions in certain countries. It is your responsibility to ensure that any products you order are lawful to import in your destination country. We are not liable for any orders held, delayed, or refused by customs authorities.

6. Subscription Orders

If you place a subscription order, you authorise us to charge your payment method on a recurring basis at the frequency you select. You may cancel your subscription at any time by logging into your account or contacting our customer service team.

To avoid being charged for the next subscription period, you must cancel at least 20 days before your next scheduled billing date.

7. Product Information

We make every effort to ensure that product descriptions, images, and ingredient lists on our website are accurate and up to date. However, product formulations may change from time to time. Always refer to the physical product packaging for the most current ingredient information.

Product images are for illustrative purposes only. There may be minor variations in colour, packaging, or presentation between what is shown and what you receive.

Our products are cosmetic skincare products. Nothing on our website constitutes medical advice. If you have a skin condition, allergy, or are pregnant or breastfeeding, we recommend consulting a qualified healthcare professional before using our products.

8. Limitation of Liability

To the fullest extent permitted by applicable law, Ness Skin Limited’s total liability to you in connection with any order shall not exceed the total price paid for the products in that order.

We are not liable for any indirect, consequential, or special loss arising from your use of our products, except where such liability cannot be excluded under applicable law (for example, death or personal injury caused by our negligence, or fraudulent misrepresentation).

Nothing in these Terms affects your statutory rights as a consumer.

9. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes arising under these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless you reside in Scotland or Northern Ireland, in which case you may also bring proceedings in the courts of your home nation.

PART 2: RETURNS & REFUNDS POLICY

10. Your Right to Cancel (Distance Selling)

As a consumer purchasing online, you have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (‘CCR’). You may cancel your order within 14 calendar days of receiving your goods, without giving any reason.

To exercise your right to cancel, you must inform us of your decision within the 14-day cancellation period. You may do this by:

• Emailing us at sales@ness-skin.com
• Using the returns portal at awaiting
• Writing to us at the registered address set out in Section 1.

Once you have notified us of your intention to cancel, you must return the goods to us without undue delay, and no later than 14 days after notifying us.

11. Extended Returns Window

In addition to your statutory cancellation rights, we offer an extended returns window of 7 days from the date you receive your order. This extended period applies at our discretion and does not affect your statutory rights.

12. Conditions for Return

To be eligible for a return, products must be:

• Returned within the relevant returns window (see Sections 10–11);
• Unopened and in their original, unused condition;
• In their original packaging, with all seals intact; and
• Accompanied by proof of purchase (e.g. order confirmation email or order number).

For hygiene and safety reasons, we are unable to accept returns of products that have been opened, used, or where the tamper-evident seal has been broken, unless the product is faulty, unsafe, or not as described. This does not affect your statutory rights.

We recommend that you review our ingredients and product information before purchasing, and perform a patch test before applying any new skincare product to your face or body. If you experience an adverse skin reaction to a product, please contact your healthcare provider.

13. Non-Returnable Items

The following items cannot be returned unless they are faulty or not as described:

• Opened or used products;
• Products purchased as part of a gift set or bundle where any item has been opened;
• Products purchased at full or discounted price that are marked as ‘final sale’ or ‘non-returnable’ at the time of purchase;

14. How to Initiate a Return

To initiate a return, please follow these steps:

• Contact us at sales@ness-skin.com within the applicable returns window;
• Include your order number, the item(s) you wish to return, and the reason for your return;
• We will respond within 7 working days with a returns authorisation and instructions; and
• Once authorised, securely package your return and send it to the address provided. 

15. Return Postage

Return postage costs are borne by the customer by the customer except in the case of faulty goods.

We recommend using a tracked and insured service for all returns. We cannot accept liability for items lost or damaged in transit on their way back to us.

16. Refunds

Once we have received and inspected your returned item(s), we will process your refund within 7 working days. Refunds will be made to your original payment method. Please allow up to 7 additional working days for the refund to appear in your account, depending on your bank or payment provider.

Where you are exercising your right to cancel under the CCR, we will refund the full price of the products plus the standard delivery cost. If you selected a premium delivery option, we will only refund the equivalent standard delivery cost. Return postage is your responsibility unless the goods are faulty (see Section 15).

We reserve the right to make a deduction from your refund where goods have been handled beyond what is reasonably necessary to examine them, in line with the CCR.

17. Exchanges

If you would like a different product, please return your original item for a refund and place a new order.

18. Faulty, Damaged, or Incorrect Goods

If you receive a product that is faulty, damaged in transit, or not what you ordered, please contact us as soon as possible and no later than 30 days of receipt. Please provide:

• Your order number;
• A description of the issue; and
• Photographs clearly showing the fault or damage.

We will arrange for a replacement, repair, or full refund at no cost to you (including return postage where applicable). Your statutory rights under the Consumer Rights Act 2015 are not affected.

19. Your Statutory Rights

Nothing in this Returns Policy limits or excludes your statutory rights as a consumer. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If goods do not meet these standards, you may be entitled to a repair, replacement, or refund.

For more information about your consumer rights, you can visit the Citizens Advice website at www.citizensadvice.org.uk or contact the Citizens Advice consumer helpline.

PART 3: GENERAL PROVISIONS

20. Changes to These Policies

We may update these Terms from time to time to reflect changes in our practices, legal obligations, or for other operational reasons. The current version will always be published on our website, with the version date shown at the top of this document. Continued use of our website after any update constitutes your acceptance of the revised Terms.

21. Contact Us

If you have any questions about these Terms, your order, or a return, please contact our customer service team:

Email: sales@ness-skin.com

Post: Ness Skin Limited, 204-206 Wilden Lane Stourport DY13 9JR

We aim to respond to all enquiries within 14 working days.