Returns & Refunds
Effective Date: 22/09/2026
We want you to be happy with your Authentic order. This policy covers purchases made directly from authenticfeel.com. If you bought from another retailer or marketplace, please check their returns policy. This policy doesn’t affect your statutory rights.
Changing your mind
You can cancel your order for any reason within 14 days of receiving it. Email hello@authenticfeel.com with your name, order number and the items you’d like to return. You then have 14 days from telling us to send them back. Please contact us before posting anything so we can track your return and give you the right address.
Unopened items should come back sealed, in their original packaging and in resalable condition. You are responsible for the cost of returning items, and we recommend a tracked service as we can’t be responsible for parcels lost on their way back to us.
Hygiene and sealed products
Our products are applied to skin and hair. For health and hygiene reasons, we can’t accept returns for change of mind once the tamper-evident seal has been broken or removed. Please only open a product once you’re sure you want to keep it. This doesn’t affect your rights if a product is faulty.
Refunds
We refund within 14 days of receiving your return (or of receiving proof of postage, if earlier), to your original payment method, including the standard delivery cost you paid. If you chose a more expensive delivery option, we refund only the standard rate. If a returned item is not in resalable condition, we may reduce the refund to reflect the loss in value.
Faulty, damaged or incorrect items
If your order arrives damaged, leaks, has a fault, or isn’t what you ordered, email hello@authenticfeel.com within 30 days of delivery with your order number and a photo. For lower-value items, we may refund or replace without asking you to send the product back. Where a return is needed, we’ll cover the postage. Your statutory rights under the Consumer Rights Act 2015 aren’t affected.
Damaged in transit
Please tell us within 7 days of delivery if you can, so we can raise a claim with the carrier.
Skin reactions
If you have a reaction to a product, stop using it, seek medical advice if needed, and email us with the batch code from the packaging. We review every report individually.
Contact us
Authentic Feel Ltd
hello@authenticfeel.com