Refund policy

WINDFALL – RETURNS & CANCELLATION POLICY  
(UK Consumer Law Compliant)

This website is operated by Hugh C Ltd, a company registered in England and Wales.  
Company Number: 15845192  

This policy applies to all purchases made directly through thewindfall.co.uk.

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ORDER CANCELLATION (BEFORE DISPATCH)

All orders are confirmed and entered into our fulfilment system immediately after payment.

We offer a 30-minute grace period after purchase during which a cancellation may be requested, provided fulfilment has not yet begun.

Once an order has been processed and passed to our fulfilment team, it cannot be cancelled prior to dispatch.

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YOUR RIGHT TO CANCEL (UK CUSTOMERS)

If you are a UK consumer, you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013.

To exercise this right:

• You must notify us within 14 days of delivery.  
• You must return the item within 14 days of notifying us.  

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CONDITION OF RETURNED GOODS

Returned items must:

• Be unopened  
• Be unused  
• Be in their original packaging  
• Have the hygiene seal fully intact  

You are entitled to inspect goods as you would in a retail store. However, we reserve the right to reduce the refund if the value of the goods has been diminished due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

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HYGIENE & HEALTH PROTECTION EXEMPTION

Due to the nature of our products as cosmetic and skincare items:

If the hygiene seal has been broken or removed after delivery, the item is exempt from cancellation rights and is non-refundable.

This is in accordance with Regulation 28(3)(a) of the Consumer Contracts Regulations 2013 (sealed goods not suitable for return due to health protection or hygiene reasons once unsealed).

Products returned with broken seals will not be refunded.

We are unable to accept returns based on personal preference, dissatisfaction, or individual skin compatibility once the hygiene seal has been broken.

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RETURN SHIPPING

Customers are responsible for return shipping costs unless the item is faulty or incorrect.

We strongly recommend using a tracked service. We are not responsible for items lost in transit back to us.

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REFUND PROCESSING

We will process your refund within 14 days of either:

• Receiving the returned goods, or  
• Receiving evidence that the goods have been returned (such as a valid tracking number),  

whichever occurs first.

Refunds will be issued to the original payment method.

We reserve the right to withhold refund until returned goods are received or evidence of return is provided.

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FAULTY OR INCORRECT ITEMS

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible.

To help us resolve issues quickly, we ask that you contact us within 48 hours where possible and provide photographic evidence.

This does not affect your statutory rights under the Consumer Rights Act 2015.

In cases where an item is confirmed to be faulty or incorrect, return shipping costs will be covered by us.

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FRAUD & ABUSE PROTECTION

We actively monitor for patterns of misuse, excessive return behaviour, and fraudulent claims.

Where abuse is reasonably suspected, we reserve the right to:

• Refuse future transactions  
• Require additional verification  
• Investigate claims prior to processing refunds  

Any investigation will be concluded within the statutory 14-day refund window.

This does not affect your statutory rights.

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HOW TO START A RETURN

To request a return, please contact:

info@thewindfall.co.uk

Please include:

• Your order number  
• The reason for your return  

We aim to respond within 2 business days with next steps.