returns + refunds

if you change your mind about an order purchased through our website, you may notify us that you wish to cancel within 14 days of receiving your order.

once you have notified us, you then have a further 14 days to return the eligible item(s) to us.

to request a return, please contact us with your order number and the item(s) you would like to return. we will provide the appropriate return instructions and return address. please do not send a return to us without first contacting us.

returned products should be in their original condition and, where applicable, unopened, unused and with their original packaging.

for health and hygiene reasons, certain sealed products may not be eligible for a change-of-mind return once they have been unsealed after delivery. this does not affect your rights where a product is faulty, damaged, misdescribed or otherwise does not meet your statutory rights.

where a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may be entitled to make an appropriate deduction from the refund to reflect any reduction in value.

unless the item is faulty, damaged, incorrect or otherwise not as described, the cost of returning an item is the customer's responsibility.

we recommend using a tracked postal service and retaining proof of postage until your refund has been completed, as we cannot be responsible for returned parcels that do not reach us.

once we receive your return, we will inspect it and process any refund due to your original payment method.

where you exercise your statutory right to cancel an eligible online order, we will refund the amount paid for the returned goods together with the cost of the least expensive standard delivery option we offered, where applicable. any additional amount paid for an upgraded or express delivery service does not have to be refunded beyond the standard delivery cost.

your bank or payment provider may take additional time to show the refund in your account after it has been processed by us.

if you are purchasing untaintd for the first time, your first jar is covered by the untaintd promise™.

if the balm simply isn't right for you, contact us within 14 days of receiving your order and we will refund the price paid for your first jar. you do not need to return the jar.

to make a claim, contact us with:

• your order number; and
  
• a short explanation of why the balm wasn't right for you.
  

the untaintd promise™ applies to one first jar per customer and to purchases made directly through untaintd.com. it is intended to let genuine first-time customers try the formula with confidence and may not be used repeatedly across multiple orders or customer accounts.

the promise is an additional voluntary guarantee offered by untaintd and does not replace or limit your statutory rights.

please inspect your order when it arrives. if an item is damaged in transit, faulty, incorrect or not as described, contact us as soon as possible with your order number and details of the issue.

we may ask for photographs where these would help us understand what has happened. depending on the circumstances, we will arrange an appropriate refund, replacement or other remedy.

we do not currently offer direct exchanges. if you would like a different product, please contact us regarding the original order and, where eligible, return it in accordance with this policy before placing a new order.

if you need to change or cancel an order, contact us as soon as possible. we will do our best to accommodate your request, but once an order has entered fulfilment or has been dispatched, we may be unable to cancel it before delivery.

if an order is returned to us because an incorrect or incomplete delivery address was supplied, delivery was refused, or the parcel was not collected from the carrier, please contact us.

where appropriate, we may refund the cost of the goods after the parcel has been returned to us. original shipping charges and any reasonable additional shipping costs may not be refundable where the failed delivery was not caused by us.

for returns, refunds or questions about this policy, contact us on hello@untaintd.com or by using the contact page on our website. please contact us before sending any return.

nothing in this policy affects your statutory rights.