Refund policy
Changed your mind? You have 30 days
You can return unopened items for a refund within 30 days of receiving your order. This is longer than the 14 days the law requires.
To be returnable, items must be:
- unused and in their original packaging; and
- sealed, with the tamper seal, band or protective wrapping intact.
For health and hygiene reasons, we cannot accept change-of-mind returns of supplements or skincare once the seal has been opened or removed. This does not apply if an item is faulty, damaged or incorrect (see below).
How to return an item
- Email hello@ylwclub.com within 30 days of delivery with your name, order number and the items you want to return. You can also use the cancellation form in our Terms of Service.
- We will confirm your return and send you the returns address and a prepaid label.
- Send the items back within 14 days of telling us. Returns are free. We recommend a tracked service and keeping proof of postage.
Refunds
- We will refund you within 14 days of receiving the items back, or of you showing us proof that you sent them, whichever is sooner. We aim to do it within 10 working days.
- We refund the price of the items and your original standard delivery charge. If you chose a more expensive delivery option, we refund the standard delivery cost only.
- Refunds go back to your original payment method. If you paid with Klarna, Klarna will update your payment plan.
- If your refund hasn't arrived 5 working days after we confirm it, please email hello@ylwclub.com.
Damaged, faulty or incorrect items
If an item arrives damaged, faulty or incorrect, please contact us as soon as possible at hello@ylwclub.com, with your order number and a photo of the problem. Your legal rights apply even if the item has been opened:
- Within 30 days of delivery: you are entitled to a full refund.
- After 30 days and up to 6 months: we will offer a repair or replacement, or a refund if that is not possible or doesn't fix the problem.
- After 6 months: you still have rights for up to 6 years, but you may need to show the fault existed when the item was delivered.
We pay return postage for damaged, faulty or incorrect items or you will not need to send the item back if we can resolve it from your photo.
If a product causes a skin reaction or other side effect, stop using it, seek medical advice if needed, and let us know so we can meet our product safety obligations.
Subscriptions
Cancelling a subscription stops future deliveries; see our Terms of Service. The 30-day return window applies to each delivery you receive.
Contact
You're Looking Well Ltd · Soho Works, The Tea Building, 56 Shoreditch High Street, London E1 6JJ · hello@ylwclub.com
