Refund policy

Last updated: 31 July 2026

We want you to love everything you buy from Noix de Coco London. If you don't, we keep returns simple. This policy gives you more than the legal minimum — and your statutory rights are never affected.

At a glance

30 days from delivery to change your mind (the law requires 14 — we give you 30).
Full refund to your original payment method within 5 working days of us receiving your return.
Faulty, damaged or wrong item? Prepaid return label on us, plus your choice of replacement or full refund including delivery.
Return the whole order and we also refund your standard delivery charge.

1. Changed your mind? 30-day returns

You have 30 calendar days from the day your order is delivered to let us know you'd like to return it.
Products must come back unused, in their original packaging, with any hygiene seals intact. You may open outer packaging to inspect items, just as you would in a shop.
Skincare and cosmetics: for hygiene reasons, products with a broken seal, pump or sachet that has been opened or used cannot be returned for change of mind — unless they are faulty (see section 3). This mirrors the exception in the Consumer Contracts Regulations 2013.
Tools and accessories (brushes, clips, tweezers, towels in unopened packs) can be returned as long as they are unused and resaleable.

2. How to start a return

Email support@noixdecoco.uk with your order number and the items you'd like to return. We reply within 1–2 working days with return instructions.
Send the items to: Noix de Coco London Returns, 7th Heaven Trade Ltd., Unit 1.15 Q West, 1100 International House, Great West Road, Brentford, TW8 0GP, United Kingdom.
For change-of-mind returns you cover the return postage. We recommend a tracked service, as items are your responsibility until they reach us. If you'd like, we can supply a prepaid tracked label and deduct its cost (£2.99) from your refund instead of you arranging postage.
Keep your proof of postage until your refund lands.

3. Faulty, damaged or incorrect items — returns are free

Tell us within 30 days of delivery (a quick photo of the issue helps us sort it faster), and we'll send a prepaid return label — no postage cost to you.
Your choice: a like-for-like replacement sent straight away, or a full refund including any delivery charge you paid.
Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods within 30 days for a full refund, and further rights to repair or replacement after that. Contact us at any point and we'll put it right.
Opened or used products can always be returned if they are faulty — the hygiene-seal rule never applies to faulty goods.

4. Refunds — how and when

Refunds go to your original payment method within 5 working days of the return arriving with us (the law allows 14 — we aim to be faster). Banks and PayPal can take a further 1–5 working days to show it.
Change-of-mind refunds cover the product price; return a complete order and we also refund the delivery charge you paid. Delivery charges are refunded on every faulty or incorrect order.
If an item comes back used or damaged through mishandling (beyond what's needed to inspect it), we may make a fair deduction for the loss in value — we'll always explain any deduction with photos.
We confirm every refund by email the moment it's processed.

5. Exchanges

The fastest way to swap an item is to return it for a refund and place a new order — stock can move quickly and this guarantees you get what you want. For faulty items we send replacements directly (see section 3).

6. Gifts

If you received an item as a gift, we're happy to refund the original purchaser or offer you an exchange of equal value — just get in touch with the order number.

7. Your statutory cancellation right

Separately from our goodwill policy, the Consumer Contracts Regulations 2013 give you the right to cancel your order within 14 days of delivery for any reason. To exercise it, email us a clear statement at support@noixdecoco.uk (you can simply say "I hereby cancel my order No. ____"). We then refund all payments received, including standard delivery, within 14 days. Our extended 30-day policy above is more generous in every respect, and nothing in it limits your statutory rights.