Refund policy

  • Last updated: 14 August 2026

     

     

    We hope you are happy with your order from Manila Skin Essence & Co. This policy explains your cancellation and return rights.

     

    Cancelling an online order

    You may cancel your order without giving a reason by notifying us within 14 days after the day you receive it. After notifying us, you have another 14 days to return the products.

    To request a cancellation or return, email manila.skin.essence.uk@gmail.com with:

    • Your name
    • Order number
    • Products you wish to return
    • Reason for contacting us, if the item is faulty, damaged or incorrect

    Our weekly batch system does not remove or reduce your statutory cancellation rights. We may be able to cancel an order before it is dispatched, but you should contact us as soon as possible.

     

    Condition of returned products

    Please return products unused, with their original packaging, seals and labels intact where possible.

    You may inspect a product as you reasonably would in a shop. We may make a reasonable deduction from the refund if unnecessary handling has reduced its value.

    For health and hygiene reasons, sealed cosmetic or skincare products may not qualify for a change-of-mind return after their protective seal has been broken, where the legal hygiene exemption applies. This exclusion does not apply when a product is faulty, damaged, incorrectly supplied or not as described.

     

    Faulty, damaged or incorrect products

    Please contact us promptly if your order arrives faulty, damaged, incomplete or incorrect—ideally within 48 hours of delivery. This suggested timeframe does not limit your statutory rights.

    Please include your order number, a description of the issue and clear photographs of the product and packaging where possible. We will provide suitable return instructions and, where applicable, arrange a replacement, refund or another remedy in accordance with UK consumer law. We will cover reasonable return costs for products confirmed as faulty, damaged or incorrectly supplied.

     

    Change-of-mind return postage

    For an ordinary change-of-mind cancellation, you are responsible for the cost of returning the products. We recommend using a tracked service and keeping proof of postage.

    Please contact us before returning anything so that we can provide the correct return address and instructions. Products sent without contacting us first may take longer to identify and process.

     

    Refunds

    Approved refunds will be issued to the original payment method.

    For a valid cancellation, we will refund the product price and the cost of our least expensive standard outbound delivery option. Additional amounts paid for premium or enhanced delivery are not refundable beyond the standard-delivery amount.

    We may withhold the refund until we receive the returned products or receive evidence that they have been sent back, whichever occurs first. Refunds will be processed without undue delay and normally within 14 days of that point. Your bank or payment provider may require additional time to display the refund.

     

    Weekly batch orders

    Orders are processed through our weekly batch system, which resets every Saturday at 8:00 AM UK time. This affects order processing and delivery estimates, but it does not remove your legal cancellation, refund or consumer rights.

    Nothing in this policy limits your statutory rights under UK consumer law.

     

    Contact

    Manila Skin Essence & Co.
    Email: manila.skin.essence.uk@gmail.com