Widerrufsrecht

We offer a 14-day return policy, which means you have 14 days from the date you receive your order to request a return.

Customers are responsible for return postage for change-of-mind returns. We will cover or reimburse reasonable return postage where the item is faulty, damaged, incorrect, or not as described.

If you would like to return an item, please contact us first so we can review your request and provide the correct return instructions.

To start a return, please email us at support@aestheticpad.com with:

  • Your order number

  • The item you would like to return

  • The reason for the return

  • Clear photos, if the item is damaged, faulty, or incorrect

Returned items must be unused, in their original condition, and, where possible, include the original packaging.

Once we receive your return request, we will confirm whether the item is eligible for return and provide the next steps. Please do not send items back without contacting us first, as returns sent without approval may not be accepted.

Return Postage

We offer free standard delivery on orders. However, free delivery does not include free return postage.

If you are returning an item because it is unwanted, unsuitable, ordered by mistake, or you have changed your mind, you are responsible for the cost of return postage.

We recommend using a tracked postal service, as we cannot refund items that are not received back.

If your item arrives damaged, faulty, incorrect, or not as described, please contact us as soon as possible with your order number and clear photos of the issue. In these cases, we will review the matter and, where appropriate, arrange a replacement, refund, or reimbursement of reasonable return postage.

UK guidance allows online sellers to require customers to pay return postage for change-of-mind returns, provided this is made clear before purchase. Customers should not normally be left out of pocket where goods are faulty, incorrect, damaged, or not as described. (GOV.UK)

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, incorrect, or not as described, so we can evaluate the issue and make it right.

Please include clear photos of:

  • The item received

  • The issue or damage

  • The packaging, where relevant

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods, such as food, flowers, or plants

  • Custom products, such as special orders or personalised items

  • Personal care goods, such as beauty products

  • Hazardous materials, flammable liquids, or gases

Unfortunately, we cannot accept returns on sale items or gift cards.

Please contact us if you have questions or concerns about a specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, then place a separate order for the new item.

Return postage for exchange requests is the customer’s responsibility unless the item is faulty, damaged, incorrect, or not as described.

European Union 14-Day Cooling-Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification.

As above, your item must be in the same condition that you received it, unused, with tags where applicable, and in its original packaging where possible. You’ll also need the receipt or proof of purchase.

For EU change-of-mind returns, customers are generally responsible for return postage unless the seller has offered to pay for it or failed to inform the customer about return costs before purchase. (European Union)

Refunds

We will notify you once we have received and inspected your return and let you know whether your refund has been approved.

If approved, your refund will be processed back to your original payment method within 10 business days.

Please remember it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at support@aestheticpad.com.