Refund policy

This page explains how to return an order if you need to. It applies to orders placed directly with us at romillywilde.com. If you bought from one of our stockists, please see section 7.

Romilly Wilde is a trading name of Wilde Beauty Limited (company number 07543855), registered in England and Wales at Alexandra House, St Johns Street, Salisbury, Wiltshire, SP1 2SB, United Kingdom. You can reach our Customer Care team at hello@romillywilde.com.

1. Our 28-Day Satisfaction Guarantee

We formulate for results, and we would rather you told us when a product is not working for you than left it unopened in a drawer. So we go further than the law requires.

1.1 How the guarantee works

• 28 days. You have 28 days from the date your order is delivered to contact us. That is twice the 14 days the law gives you.
• Opened and used is fine. You can return a product you have opened and been using. Normally, skincare sealed for hygiene reasons cannot be returned once opened. Under our guarantee, it can.
• Every order. The guarantee is not limited to your first purchase, and there is no cap on the number of claims you can make.
• Usually, keep the product. In most cases we will refund you without asking you to send anything back.
• Free returns in the UK and the United States on the occasions when we do need a product back. Elsewhere, return postage is at your cost, unless you have had a reaction to a product or it is damaged, faulty or not what you ordered, in which case we cover it.
• A full refund of what you paid for the product, including your original standard delivery charge if you are returning your whole order.

1.2 What the guarantee covers

The guarantee applies to Romilly Wilde products bought directly from romillywilde.com, including subscription orders and products bought as part of a set.

It does not apply to:

• Gift cards.
• Free samples, travel sizes and gifts with purchase, which have no separate refund value.
• Products bought from a stockist, a retailer or any third-party marketplace. See section 7.

If you bought a set or a bundle at a combined price, the whole set must come back so we can refund it. We cannot refund part of a set at the discounted price, because the discount applied to the set as a whole. If a gift with purchase came with your order, please return that too.

1.3 How to claim

Email hello@romillywilde.com within 28 days of delivery. Tell us your order number and which product is not right for you. It helps us if you say why, because that feedback goes straight to our formulation team.

We will reply within two working days and tell you what happens next. Please do not send anything back before you hear from us.

You will usually keep the product. Opened skincare cannot be resold, so in most cases there is no reason for you to post it back to us. We will simply refund you and ask you to dispose of the product, or pass it to someone who might get on better with it.

If we do need it back, we will email you a returns address at that point, along with instructions. Returns addresses differ by market, which is why we do not publish one.

Return postage. If you are in the United Kingdom or the United States, we pay it. Everywhere else, return postage is at your own cost, and we recommend a tracked service. We will always cover the cost of the return, wherever you are, if you have had a reaction to a product, or if it is damaged, faulty or not what you ordered.

Where we do ask for a product back, please send it within 14 days of us giving you the address, and keep your proof of postage.

1.4 Your refund

We refund you within 14 days of receiving the product back, using the payment method you originally paid with. We do not charge a fee to process a refund.

Under our guarantee we will not reduce your refund because you have used the product. That is the point of it.

1.5 Fair use

The guarantee is offered in good faith and we expect it to be used in good faith. We may decline a claim, or withdraw the guarantee from an individual account, where we reasonably believe it is being used abusively. For example, where the same product is returned repeatedly, where quantities are inconsistent with personal use, or where we have evidence of resale. We will always tell you if we do this, and doing so will never affect your legal rights, which are set out in sections 2 and 4.

1.6 This is in addition to your legal rights

The 28-Day Satisfaction Guarantee is a voluntary commercial promise we make to you. It is more generous than the law requires, in both the time you get and what you can return. It sits on top of your legal rights and does not replace or restrict them in any way. Nothing in this section affects your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015, or the equivalent law in your own country.

2. Your legal right to change your mind

Separately from our guarantee, you have a legal right to change your mind about most products bought online, and to receive a refund of what you paid including standard delivery.

For nearly everyone, our 28-Day Satisfaction Guarantee in section 1 is the better route, because it lasts longer and it covers products you have opened. This section explains the legal position for completeness.

• The deadline. You must tell us within 14 days of the day your order is delivered. You then have a further 14 days to send the products back.
• Subscriptions. If your order is a subscription or a regular delivery, the 14 days runs from the first delivery. If your order is split across several deliveries, it runs from the day after the last one.
• When it does not apply. The law does not give you a right to change your mind about products sealed for health protection or hygiene reasons once they have been unsealed. Most of our skincare falls into this category. Our guarantee does cover these products, which is why we recommend using it instead.

To exercise this right, email hello@romillywilde.com and we will issue a returns address. Return postage is free from the United Kingdom and the United States, and at your own cost elsewhere. We refund standard delivery only, so if you paid extra for express or timed delivery, that difference is not refunded.

3. How to return something

1. Email hello@romillywilde.com with your order number and what you would like to return. Please do this before sending anything back.
2. We will reply within two working days. In most cases we will refund you and ask you to keep or dispose of the product.
3. If we do need the product back, we will email you the correct returns address for your market, together with a prepaid label if you are in the United Kingdom or the United States.
4. Pack the products, including any set items and gifts with purchase, with your proof of purchase.
5. Send them within 14 days of us giving you the address, using a tracked service, and keep your proof of postage.

We do not publish a single returns address, because the right one depends on where you are. Please always contact us first. Products sent back without a returns authorisation may not reach us, and we cannot refund what we do not receive.

4. If something is damaged or faulty

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If something arrives damaged, or a product is faulty, please email hello@romillywilde.com with your order number and a photograph, and tell us whether you would prefer a refund or a replacement.

• Within 30 days. If the product is faulty, you are entitled to a full refund.
• Within six months. If the product cannot be repaired or replaced, you are entitled to a full refund in most cases.

We pay the return postage on damaged or faulty items, wherever you are in the world. Where we agree a product is faulty, we will arrange a replacement within 30 days.

If you have had a reaction to a product

Please stop using it and contact us at hello@romillywilde.com. Tell us which product it is, and describe what happened and when. We take this seriously: reaction reports go to our safety assessor, and we are required to record them.

We will refund you in full and we pay the return postage, wherever you are in the world. We may ask you to send the product back so it can be inspected, and if we do, we will email you a returns address and cover the cost. Please keep the packaging and the batch code if you can, as it helps us investigate.

For skincare, the expected lifespan of a product is its shelf life and the period-after-opening shown on the packaging. Once a product is past its expiry date or its recommended period after opening, it is no longer considered to have a reasonable lifespan for these purposes, and a claim relating to it may not be valid.

None of this affects your statutory rights.

5. Refunds

If your order has not yet been dispatched, we refund you as soon as possible. If you are sending products back, we refund you within 14 days of receiving them, or within 14 days of you showing us that you have sent them, whichever is sooner.

We refund to the payment method you used. There is no fee.

Refunds under our 28-Day Satisfaction Guarantee are never reduced for use. Outside the guarantee, if you exercise your legal right to change your mind and you have handled a product in a way that goes beyond what would be acceptable in a shop, we may reduce your refund to reflect its reduced value, or in some cases no refund may be due.

6. Subscriptions

If you subscribe to a regular delivery, you can pause, change, skip or cancel it at any time from your account, right up until your next order is charged. If you would prefer us to make the change for you, email hello@romillywilde.com at least three business days before your next scheduled shipping date, so we have time to action it. Once an order has been charged it enters our warehouse process and we cannot stop it. We will always send you a reminder before a subscription order ships, so you have time to make changes.

Our 28-Day Satisfaction Guarantee applies to every subscription order in the same way it applies to a one-off purchase.

7. If you bought from one of our stockists

If you bought Romilly Wilde from a retailer, a stockist, a wholesaler or a marketplace, your contract of sale is with them, not with us. Any refund, exchange or replacement has to be arranged with that seller under their own terms, and we cannot process it on your behalf.

Our 28-Day Satisfaction Guarantee applies to purchases made directly at romillywilde.com only.

8. Additional terms

8.1 Changes to products or to these terms

We may change a product to reflect changes in law or regulatory requirements, or to make minor technical improvements. If we make a change that materially affects a product you have ordered, we will tell you first and you can contact our Customer Care team to end the contract and receive a refund for anything you have paid for but not received.

8.2 Transferring this contract

We may transfer our contract with you to another organisation. We will tell you if we plan to do this, and if you are unhappy about it you can end the contract within 30 days and we will refund anything you have paid in advance for products not yet provided. You may only transfer your contract with us to someone else if we agree.

8.3 Complaints

If something has gone wrong, please email hello@romillywilde.com and we will do our best to put it right. If your complaint concerns a possible fault with a product, we may ask you to return it to us for inspection. This does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable law.

8.4 Your rights outside the United Kingdom

If you are buying from outside the United Kingdom, you may have additional rights under the law of your own country, including rights to cancel or return an order. Nothing in this policy limits those rights. If you would like to know how a right available to you locally applies to your order, please contact us at hello@romillywilde.com.

9. Contact us

• Email: hello@romillywilde.com
• Post: Wilde Beauty Limited, Alexandra House, St Johns Street, Salisbury, Wiltshire, SP1 2SB, United Kingdom

This version was last updated on 1 September 2026.