We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. You can always contact us for any return question at info@hamiltonskincare.co.uk.
A word about our products...
All our products are handmade in small batches. As a result, slight variations in colour, texture, pattern or overall appearance are normal and expected. These small differences are part of the authenticity and uniqueness of a handmade product.
To ensure fairness and clarity:
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For balms, minor variations or natural imperfections affecting less than 5% of the product’s surface are considered normal for handmade items and are not classified as defects. Balms exhibit a generally flat, smooth appearance as they are decanted as a liquid. Variations or imperfections affecting more than 5% of a balm's surface may be considered a quality issue at our discretion.
In these situations, we will cover the return shipping cost and offer a replacement or refund according to our policy.
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For creams and other products, a non-uniform appearance is to be expected. These products are generally piped into their containers when semi-solid and as such do not exhibit the perfectly flat appearance of a balm. Creams may appear to have lumps and bumps or sit in the container asymmetrically but this in no way affects their performance nor feel. Such visual characteristics are not deemed to be faults, rather a limitation of the methods used to decant the product.
Unwanted Items
To be eligible for a return, your item must be in the same condition that you received it: unused, unopened and in its original packaging with any hygiene seal intact. You’ll also need the receipt/proof of purchase - e.g. order confirmation email.
To start a return, you can contact us at info@hamiltonskincare.co.uk. If your return is accepted, we’ll send you instructions on how and where to send your package. Items are to be returned at your own cost. Original postage costs will not be refunded.
Items sent back to us without first requesting a return will not be accepted.
Damaged and Incorrect Items
Please inspect your order upon delivery and contact us immediately at at info@hamiltonskincare.co.uk if the item is defective, damaged or if you have received the wrong item, so that we can evaluate the issue and make it right.
You will not be charged for returning damaged or incorrect items. Should you request a refund rather than a replacement, the original postage cost will be refunded, where a charge was made.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Exceptions / Non-Returnable Items
Unfortunately, we cannot accept returns on gift cards. Items purchased with gift cards may be returned as described above. Any refunds for items purchased using a gift card will be made via the issuing of a new gift card to the value of the refund.
Sale / Reduced Items
Items will be refunded at the price paid at the time of purchase.
Refund Timeframes
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@hamiltonskincare.co.uk.
