Refund policy
About this policy
This Refund Policy applies to goods purchased from www.biotinbeauty.com, operated by Healthnutrics Limited, trading as BiotinBeauty.
We want you to be satisfied with your purchase. This policy explains how to cancel an order, return an unwanted product or tell us about an item that is faulty, damaged, incorrect or not as described.
Nothing in this policy limits or excludes your statutory rights.
Cancelling an order before dispatch
We begin processing orders as quickly as possible. If you wish to cancel or amend an order, please email us immediately at contactus@biotinbeauty.com, quoting your order number.
We will try to accommodate your request, but we cannot guarantee that an order can be stopped once it has entered processing or been dispatched. If it has already been dispatched, you may return it in accordance with the change-of-mind provisions below.
Change-of-mind returns
If you are a UK consumer purchasing online, you normally have the right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 calendar days of receiving your order. If products from the same order are delivered separately, the cancellation period runs from the day you receive the final product.
After notifying us, you must return the relevant products within a further 14 calendar days.
To notify us, email contactus@biotinbeauty.com and provide:
- Your name
- Your order number
- The product or products you wish to return
- The reason for contacting us, although you do not have to give a reason for a change-of-mind cancellation
Please contact us before sending your return so that we can confirm the appropriate return instructions.
Condition of returned products
You may inspect a product as you reasonably would in a shop. Products should be returned with their original packaging, labels, accessories and any included items wherever reasonably possible.
You are responsible for taking reasonable care of products while they are in your possession.
We may reduce the amount refunded if a product’s value has been diminished because it has been handled beyond what was reasonably necessary to establish its nature, characteristics and functioning.
Products that cannot be returned after opening
The right to cancel does not apply to certain products, including:
- Sealed products that are not suitable for return for genuine health-protection or hygiene reasons once the seal has been broken
- Products made to your specification or clearly personalised
- Products that are liable to deteriorate or expire rapidly
- Any other products excluded from the cancellation right by applicable consumer law
For health, hygiene and safety reasons, certain hair care, scalp care, cosmetic or personal-care products may not be eligible for a change-of-mind return after their protective or hygiene seal has been removed.
This exception does not apply merely because a product is a perfume or fragrance. However, some fragrances, aerosols and other products may be restricted by postal or courier safety rules. Please do not return these products until we have provided suitable return instructions.
These exclusions do not affect your rights if a product is faulty, damaged, incorrect or not as described.
Faulty, damaged, incorrect or misdescribed products
If your product arrives damaged, is faulty, is not as described or you receive the wrong product, please contact us at contactus@biotinbeauty.com, quoting your order number.
Please provide a description of the problem. We may also ask for photographs or other reasonable information to help us investigate and resolve the issue quickly. This does not limit your statutory rights.
Depending on the circumstances and your legal rights, we may offer:
- A replacement
- A repair, where appropriate
- A full or partial refund
Where a return is required because a product is faulty, damaged, incorrect or not as described, we will provide return instructions and cover the reasonable return cost.
Please do not dispose of or return a damaged or faulty product until we have advised you what to do.
Return costs for change-of-mind returns
Unless the product is faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning it.
We recommend using a tracked postal or courier service and retaining your proof of postage. You are responsible for the returned product until it is received by us.
Subject to any return instructions we provide, returns should be sent to:
Healthnutrics Limited
Attn: BiotinBeauty Returns
Albany Hill
Tunbridge Wells
Kent
TN2 3RX
United Kingdom
Please include your name and order number inside the parcel. Do not send a return to our registered office or to a product manufacturer unless we specifically instruct you to do so.
Refund amounts
For an eligible change-of-mind cancellation of the entire order, we will refund:
- The price paid for the returned products
- The cost of our least expensive standard delivery method, where a delivery charge was paid
If you selected an enhanced or expedited delivery service, such as next-day delivery, we are not required to refund the additional amount charged above our standard delivery cost.
If only part of an order is returned, the original delivery charge will be refunded only where required by law.
Where a discount or promotional code was used, the refund will be based on the amount actually paid for the returned product.
If a free gift was supplied because your order met a promotional condition, the gift may also need to be returned if cancelling the qualifying order. We will explain the applicable arrangements when processing your return.
Customs duties, import taxes or handling charges paid directly to a customs authority, courier or other third party cannot normally be refunded by BiotinBeauty. You may need to apply to the relevant organisation for reimbursement.
Processing your refund
We will process an eligible refund without undue delay and no later than 14 calendar days after:
- We receive the returned products; or
- You provide satisfactory evidence that you have sent them back,
whichever occurs first.
We may withhold a change-of-mind refund until we have received the products or you have provided evidence that they were returned.
Refunds will normally be made to the original payment method. We will not charge an administration fee for processing an eligible refund.
After we issue a refund, your bank or payment provider may take additional time to show the funds in your account. This processing time is outside our control.
Sale and promotional products
Products purchased in a sale or with a promotional discount have the same statutory refund rights as products purchased at full price.
Any refund will be limited to the amount you actually paid for the returned product.
Exchanges
We do not currently offer discretionary exchanges for change-of-mind returns. If you wish to purchase a different product, you may return an eligible item for a refund and place a new order.
This does not affect any right you may have to a repair or replacement where a product is faulty, damaged, incorrect or not as described.
International customers
If you are ordering from outside the United Kingdom, mandatory consumer-protection laws in your country may provide additional rights. Nothing in this policy is intended to exclude rights that cannot legally be excluded.
International customers should contact us before returning any product so that we can provide the appropriate instructions and advise whether any postal or courier restrictions apply.
Contact us
If you have any questions about a cancellation, return or refund, please contact:
Email: contactus@biotinbeauty.com
Business: Healthnutrics Limited trading as BiotinBeauty
Company registration number: 10455219
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
Please do not send product returns to the registered office.
Optional cancellation form
You may use the following wording to exercise your right to cancel, although using this form is not compulsory:
To: Healthnutrics Limited trading as BiotinBeauty
Email: contactus@biotinbeauty.comI hereby give notice that I wish to cancel my contract for the purchase of the following goods:
Products ordered:
Order number:
Order date:
Date received:
Customer’s name:
Customer’s address:
Date:
Last updated: 2 September 2026