Returns & Money-Back Guarantee

Last updated: 24 September 2026

We want you to feel comfortable trying HIGHBORN. Our 30-day satisfaction promise sits alongside your legal rights. You can use whichever protection applies to your order.

1. Our 30-day satisfaction promise

If you are not completely happy, contact us within 30 days of delivery and we will refund the full price paid for the products concerned. Opened and used products are covered. There are no restocking fees and sale products are included. You do not have to finish a product or keep using something that does not suit you.

Email info@highbornlondon.com or 020 7112 8147. You can also use our Customer Care page. An order number helps, but other evidence of purchase is acceptable. For a general guarantee return, contact us for the correct return instructions before posting. Any return arrangements must not restrict your legal rights.

Revive & Defy Starter offer: where your offer includes our 30-day “keep the bottles” promise, contact us within 30 days of delivery. We will refund what you paid for that Starter offer and you can keep the bottles, even if empty. No return or further purchase is required.

The general satisfaction promise refunds the product price. Delivery charges are refunded where your statutory rights require this or where your offer promised a fuller refund. We honour any more generous promise made when you ordered. This policy does not reduce an existing order’s rights.

2. Your UK right to change your mind

For most online goods purchases, you can cancel without a reason from placing the order until 14 days after the day you, or a person you nominate other than the carrier, receive the goods. If one order is delivered in separate parts, the period runs from receipt of the last item. For a contract for regular deliveries over a defined period, it runs from receipt of the first delivery.

Tell us clearly that you wish to cancel by email, letter, phone or our Customer Care page. You can use the optional form below. You do not need a returns authorisation or our reply to exercise the right before the deadline. Unless we agree to collect the goods, send them back within 14 days of telling us.

For a statutory change-of-mind return, you pay the direct return postage only if we told you this before purchase; otherwise we pay it. Ask us for the correct return address promptly. Our registered office is a correspondence address, so please request routing instructions for parcels. A delay in our providing instructions will not be used to defeat a timely cancellation.

3. Refunds following a statutory cancellation

We refund the price paid and, if you cancel the whole order, the cost of our least expensive standard delivery option. Extra amounts paid for premium delivery need not be refunded. For a partial cancellation, delivery charges are refunded where legally required.

We refund without undue delay and no later than 14 days after we receive the goods back or you provide evidence of sending them back, whichever is earlier. If we offer to collect the goods, the deadline is 14 days after you tell us you are cancelling. If the goods have not been dispatched, we refund no later than 14 days after you tell us you are cancelling. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.

Where the law allows, a statutory refund may be reduced for loss of value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. This does not remove the separate promise that opened and used products qualify under our 30-day satisfaction guarantee.

4. Sealed products and hygiene

The statutory change-of-mind right can be lost for goods supplied sealed which are genuinely unsuitable for return for health-protection or hygiene reasons once that seal is broken after delivery. This is not a blanket exclusion for all skincare or for opening an outer delivery box. It does not limit rights for faulty or misdescribed goods, or our 30-day satisfaction promise.

5. Faulty, damaged, incorrect or misdescribed goods

Your products must meet the standards required by the Consumer Rights Act 2015, including being of satisfactory quality, fit for purpose and as described. Contact us if there is a problem. Photos or batch details can help us investigate, but they are not a condition that removes your legal rights.

You normally have a 30-day short-term right to reject non-conforming goods. After that, repair or replacement rights may apply, followed by a price reduction or final rejection where the legal conditions are met. Rights can continue beyond 30 days and beyond our guarantee. We cover reasonable return costs for faulty or misdescribed goods. If a refund is due under these rights, we pay it within the applicable statutory deadline, normally no later than 14 days after agreeing you are entitled to it.

6. Subscriptions, gifts and sets

Cancelling future subscription deliveries is separate from returning an order already paid for. See our Subscription & Cancellation Policy. Contact us about a gift and we will explain the available options; refunds normally go to the original payment method. If you return a set or an order with a promotional gift, we will explain the return arrangements. We will not impose an undisclosed penalty or retrospectively charge full retail prices to undermine your legal rights.

7. Optional cancellation form

Complete and send this only if you want to cancel. An equally clear statement is also valid.

To: HIGHBORN LTD, 20–22 Wenlock Road, London, N1 7GU, United Kingdom; info@highbornlondon.com.
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Order number (if available):
Signature of consumer(s) (only if sent on paper):
Date:

Delete whichever wording does not apply.

HIGHBORN LTD, trading as HIGHBORN London, is registered in England and Wales under company number 09809834. Our registered office is 20–22 Wenlock Road, London, N1 7GU, United Kingdom.

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