Refund policy
At Donard Skin Distribution, we want you to be delighted with your purchase. If, for any reason, you are not completely satisfied, our 14-Day Happiness Guarantee offers options to make it right.
1. Eligibility for Returns and Refunds
• Return window: You have 14 days from the date you receive your product to request a return or refund.
• Product condition: To be eligible for a return, items must be unused and in their original packaging, with proof of purchase included.
• Non-returnable items: For hygiene and safety reasons, opened or used skincare products are not eligible for return unless the product is defective or was sent to you in error.
2. Our 14-Day Happiness Guarantee
If you're not satisfied with your purchase, we'll work with you to find the best solution, which may include:
• Product guidance – personalised assistance to help you get the best results from your product.
• Exchange – swapping your item for a product that may be better suited to your needs.
• Full refund – if the above options don't resolve your concern, a full refund will be issued.
3. How to Request a Return or Refund
To initiate a return, please follow these steps:
1. Contact us at kate@donardskindistribution.com with your order number and reason for return.
2. Pack your return securely in its original packaging to avoid damage during shipping.
3. Ship the item once your return is approved – we'll confirm the return address and provide shipping instructions. Items sent back without first requesting a return will not be accepted.
You're responsible for return shipping costs unless the return is due to a product defect or an error on our part.
Return address: DONARD SKIN DISTRIBUTION LIMITED, Suite 5020, Mail Boxes Etc., 38 Montgomery Business Park, Montgomery Road, Belfast, Antrim, BT6 9HL , UK: Northern Ireland
4. Damages and Issues
Please inspect your order as soon as you receive it. If an item is defective, damaged, or you've received the wrong item, contact us straight away at kate@donardskindistribution.com so we can evaluate the issue and make it right.
5. Exceptions / Non-Returnable Items
The following are not eligible for return or refund:
• Opened or used skincare products, unless defective or sent in error (see Section 1).
• Custom or personalised orders.
• Sale items and gift cards.
If you have questions about a specific item, please get in touch and we'll be happy to advise.
6. Refunds
Once we receive your returned item and confirm it meets the conditions above, we'll notify you whether your refund has been approved. Approved refunds are issued to your original payment method within 5–10 business days of us receiving and inspecting the return, and in all cases no later than 14 days. Please note it can take additional time for your bank or card provider to post the refund to your account.
If more than 14 business days have passed since your return was approved and you haven't received your refund, please contact us at kate@donardskindistribution.com.
7. Your Legal Right to Cancel (UK / EU Customers)
If you are ordering from the UK or European Union, you have a separate, legal right to cancel your order within 14 days of receiving it, for any reason and without needing to give a justification. This statutory right exists regardless of the policy above, though in practice our 14-day return window already meets it. To exercise this right, contact us using the details in Section 3. Where this legal right applies, your refund will be issued within 14 days of us receiving the goods back (or evidence that you've sent them), in line with UK/EU consumer protection law.
8. Contact Us
If you have any questions about this policy or a specific order, email us at kate@donardskindistribution.com.