To submit a return request, please read through the following information before submitting your request then visit our returns portal.
Any returns sent to us that have not been submitted via our portal will not be processed.
You’ll be notified via email once your return has been approved/rejected in line with our returns policy with next steps.
What is your returns policy?
Your return request must be made within 14 days of receiving your order
We can only accept returned makeup items if they are unopened and unused
Clothing items can only be returned if the items are in pristine condition with all labels still attached
Any items returned to us that do not meet our returns criteria, will be sent back to you
Please note, that any items purchased as part of a collection must be returned as a full collection. We don't accept individual items.
We can only accept returns on products purchased directly from our website. Any REFY products purchased from Selfridges or Sephora can only be returned to where the original purchase was made.
If you have received an item that appears faulty, we’re sorry about this. Please contact our support team here with your order details and a photo of the fault, one of our team will be happy to help.
If your order came with a free gift, this must be returned with the other items in your order.
Unfortunately, we are unable to accept returns on any gift cards.
Are there any charges for returns?
You are responsible for the charges of the return shipping.
Your original shipping charges are non-refundable.
How soon will I get my refund?
Your refund will be processed once your return has been received and inspected.
Your return will be inspected within 14 days of receipt.
If approved, your refund will be issued back to the original payment method on your order.
All refunds can take up to 72 hours to appear back in your account from being issued.
If you’d like to exchange an item for another shade, you are more than welcome to do so if the item you are exchanging meets our returns criteria above. Please note, that we can only offer one exchange per order and exchanges can only be made for the same item in another shade.
REFY is not responsible for any returns lost within the postal service. We strongly recommend that you send returns back to us on a fully tracked service.
All returns are monitored to avoid misuse or abuse of our return policy. We flag customers who meet our criteria for excessive returns and those flagged may be subject to us reviewing and revoking our return policy. We reserve the right to refuse service to anyone.
For any more information, please email email@example.com