Refund policy

Returns, refunds and the Two-Week Trial

The Two-Week Trial

Skincare takes a little while to tell you anything. Give it two weeks.

If it is not right after that, we will swap it for a different skin type or refund you, whichever you prefer. You have 60 days from the day your order arrives to tell us. Return postage is on us. Send back whatever is left in the bottle.

That last part is not a formality. We do not need the bottle full, and we do not need it empty either. Two weeks of twice-daily use on a face is somewhere around 15 to 20ml out of a 150ml bottle, so most of it will still be there. Send it as it is.

How to start it

Email store@biotaderm.com and tell us which product and what happened. We will reply with a prepaid returns label, or with a refund, depending on which makes more sense. Sometimes we will simply refund you and ask you to keep the bottle or pass it to someone whose skin might suit it better. That is our choice to make rather than yours to request, and it happens more often than you would expect, because return postage and safe disposal cost more than the product is worth to us once it has left here.

Swapping

If you would rather try a different formula, say so and we will send it. Three ranges, three weights, so there is usually somewhere else to go. Swaps ship free, and we settle any price difference either way.

Refunds

Once your return reaches us, or once we have told you not to send it, we refund within 14 days to the payment method you used. Where you are inside your statutory 14-day cancellation window, the refund includes the standard outbound delivery charge you paid. Where you are relying on the trial promise after that window has closed, we refund the price of the goods.

Fair use

The trial is one claim per customer per product. It covers the normal case of a cream that does not suit you. It is not a way to use a bottle and send back the empty, and we reserve the right to decline where a pattern of claims makes that plain.

What we do not promise

The guarantee is about your money. It is not a promise about what the product will do to your skin, and nothing on this page should be read as one.

Your statutory right to cancel

The trial sits on top of the rights you already have. It does not replace them.

You have 14 days from the day you receive your order to change your mind, for any reason, without giving one. You then have a further 14 days to send the goods back.

To cancel, tell us. An email to store@biotaderm.com saying you want to cancel is enough. You can use the form at the foot of this page if you prefer, though you do not have to. What matters is that you tell us clearly, inside the 14 days.

Once we have the goods back, or you show us they have been sent, we refund within 14 days. The refund goes to the payment method you used, and it includes the standard delivery charge you paid on the way out. If you chose a faster delivery than our standard option, we refund the standard rate.

We do not apply the sealed-goods hygiene exemption to our products. If you have opened a bottle and tried it, you can still cancel.

Sending it back

Send returns to: Welcombe Skincare Ltd, Darracott Farm, Welcombe, Devon EX39 6HG.

We pay return postage on anything covered by the Two-Week Trial, on anything faulty, damaged or wrongly sent, and on statutory cancellations too. You should not be out of pocket for sending a cream back to us.

Please get a proof of posting. Until the parcel reaches us it is your responsibility, and a certificate of posting is free at the Post Office. If we have sent you a prepaid label, keep the receipt.

Faulty, damaged or wrong

Nothing above affects your separate rights when something is wrong with the goods. Under the Consumer Rights Act 2015 they must be as described, of satisfactory quality, and fit for purpose. If they are not, you may be entitled to a repair, a replacement or a refund depending on the circumstances and how long you have had them.

Check your order when it arrives and tell us straight away if anything is damaged, defective or not what you ordered. Photographs help. We will sort it out and we will cover the postage.

Made to order

We make in small batches, so some items are made after you order them. That changes nothing above. Both the 60-day trial window and the 14-day cancellation period run from the day the goods reach you, not the day you ordered.

Model cancellation form

You do not have to use this. Any clear statement will do.

To: Welcombe Skincare Ltd, Darracott Farm, Welcombe, Devon EX39 6HG, store@biotaderm.com

I hereby give notice that I cancel my contract of sale for the following goods:

Ordered on / received on:

Name:

Address:

Signature (only if sending this on paper):

Date:

Welcombe Skincare Ltd, trading as Biotaderm. Registered in England and Wales, company number 13451607. Registered office: Darracott Farm, Welcombe, Devon EX39 6HG.