Return Requests
Return Policy
1. We stand by the quality of our products and want customers to be satisfied with their purchase. If you change your mind about any unused Philipmartins’ products you may return them back to us for a refund or exchange. You must return any unwanted products within 14 days of receiving your order. We reserve the right to refuse a refund or exchange if products are not returned in a saleable condition or are damaged.
2. If you wish to request a return simply email us at info@rhemabeauty.com on with your order number and name and our Customer Service Team will respond promptly with instructions. You will receive a refund of the purchase price of the products and shipping costs are non-refundable.
3. Customers will be responsible for the cost of shipping returns back to us and returned packages must be accompanied by a copy of your order number and name inside. Any products returned back to us which Customer Services have not approved may be refused a refund or exchange.
4. Once we have received your return, a refund will be issued back to the original payment method as soon as possible. We aim to refund you within 14 days of receiving the returned products and will email you to confirm once this has been processed.
5. Any gifts or samples received with your original order should not be returned.
6. A member of the Rhema Beauty Customer Service Team will respond to your enquiries within 48 hours.
Cancellation rights
1. We hope that you are delighted with your order, however, because you are a consumer and have purchased your Product online, you have a legal right to cancel your Contract under the Consumer Contracts Regulations 2013 from the date of the Dispatch Confirmation (the date on which we email you to confirm our acceptance of your order) until the date which is 14 days after you receive the Products. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund.
2. Your right to return goods does not apply to goods (i) made to your specification; or (ii) which have been clearly personalised (e.g. by being engraved); or (iii) which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly; or (iv) where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
3. To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the cancellation form on our website. If you use this method we will email you to confirm we have received your cancellation. A copy of the cancellation form will also be included in hard copy form with your order packaging. In addition, you can also contact our Customer Services Team by email at info@rhemabeauty.com (Monday to Friday 9am - 6pm, Excluding Bank Holidays). If you are emailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation form by email or by post, then your cancellation is effective from the date you send us the email or post the letter to us.
4. If you cancel your Contract:
(a) we will refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop (or you can choose to have such goods returned to you within 14 days of our notification that we intend to make a deduction). If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(b) we will refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer.
(c) we will make any refunds due to you as soon as possible and in any event within 14 days after the day on which we receive the Products back from you or, if earlier, the day on which you provide us with evidence that you have sent the Products back to us.
(d) we will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Products we may refund you in vouchers. You will receive email notification of your refund from our Customer Service Team.
(e) Exchanges. If you indicate in your cancellation request that you would rather receive an exchange than a refund then this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery. In these circumstances a new Contract will be deemed to have been formed between us in relation to the new Product you have selected (and your various rights of cancellation and return as set out herein will apply to that Product). In the event that we are not able to satisfy your request for an exchange then we will refund you the cost of the Product and the original Contract between us will be cancelled.
5. If a Product has been dispatched to you or you have received them before you decide to cancel your Contract:
(a) then you must return it to us without undue delay (in the original product packaging if possible) and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract;
(b) you can send it back to us at Rhema Beauty LTD, Office 2, Key House, Cow Lane, Reading, RG1 8NA;
(c) when returning goods please obtain a proof of postage (we do not accept responsibility for goods lost in transit) and ensure that the parcel is adequately sealed;
(d) customers wishing to return fragrance Products should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used; and
(e) unless the Product is faulty or not as described you will be responsible for the cost of returning the Product to us.
6. if you cancel your order but do not send off such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.