RETURNS & REFUNDS POLICY

Last updated: August 2026

This Returns & Refunds Policy applies to purchases made from AMZE & CO LIMITED trading as AMZE® (“AMZE®”, “AMZE”, “we”, “us” or “our”) through our website and, where applicable, other authorised AMZE® sales channels.

Where an order is completed through a third-party marketplace or social-commerce platform, including TikTok Shop, the mandatory returns, refund and dispute procedures of that platform may also apply to that transaction.

Please read this policy carefully before making a purchase.

Nothing in this Returns & Refunds Policy excludes, restricts or affects your statutory rights under applicable UK consumer law.

1. CHANGE-OF-MIND RETURNS

If you purchase products from AMZE® online, you will normally have a legal right to change your mind and cancel your order without giving a reason.

For eligible purchases, you must notify us of your decision to cancel within 14 days after receiving your goods.

After notifying us that you wish to cancel, you must return the relevant goods within a further 14 days.

These rights arise under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Current UK Government guidance similarly states that customers purchasing online normally have 14 days after receiving an item to tell the retailer that they wish to cancel and then another 14 days to return it.

You do not need to give us a reason for exercising a statutory cancellation right.

2. IMPORTANT INFORMATION ABOUT OPENED SKINCARE AND COSMETICS

AMZE® sells skincare, cosmetics and personal-care products.

Unless a particular product has been supplied with a qualifying hygiene seal to which a statutory exception applies, opening the product or its packaging does not automatically remove your statutory cancellation right.

However, consumers are only permitted to handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

Where a product has been handled or used beyond what would reasonably be necessary to inspect it, and that handling has reduced its value, AMZE® may be entitled to make an appropriate deduction from the refund for the resulting diminished value, to the extent permitted by law.

UK Government guidance confirms that online customers may handle goods in a similar way to how they could examine them in a shop, but a retailer may in appropriate circumstances make a deduction where goods have been used or damaged.

Accordingly, opening a cardboard box is not the same as extensively using a cosmetic product.

3. USED PRODUCTS

AMZE® does not operate a general “try it, use it and return it if you don't like it” satisfaction guarantee.

If you wish to exercise a change-of-mind cancellation right, we strongly recommend that you avoid using the product beyond what is reasonably necessary to inspect it.

Applying a cosmetic repeatedly, using a significant quantity, substantially consuming it, contaminating it or otherwise using it beyond what would reasonably be necessary to establish its nature and characteristics may substantially reduce its value.

Where applicable law permits, we reserve the right to make an appropriate deduction from a refund to reflect that diminished value.

Any deduction will be assessed according to the circumstances rather than imposed automatically.

This provision does not affect your rights where a product is faulty, unsafe, damaged, incorrectly supplied, not as described or otherwise fails to comply with your statutory rights.

4. PERSONAL PREFERENCE IS NOT A PRODUCT FAULT

Cosmetics and skincare are inherently personal products and individual preferences vary.

Subject to your statutory cancellation rights, the following do not by themselves mean that a product is faulty:

• deciding that you do not personally like its fragrance;
• deciding that you do not like its texture or consistency;
• preferring a different type of skincare product;
• deciding that the product feels different from what you expected;
• deciding that you no longer want the product;
• not liking the appearance of the formulation;
• preferring another brand or product; or
• not achieving a subjective cosmetic result you personally hoped for.

A change in personal preference should therefore be treated as a change-of-mind return, rather than as a faulty-product claim, unless there is an actual defect or the product otherwise fails to conform to the contract.

5. SKINCARE RESULTS

Individual skincare experiences and cosmetic results can vary.

Factors including skin type, frequency of application, combination with other products, environmental conditions and individual characteristics can influence how someone experiences a cosmetic product.

Unless AMZE® has expressly provided a particular contractual guarantee, the fact that an individual customer does not achieve their hoped-for cosmetic result does not automatically mean that the product is faulty.

This does not affect your rights where a product has been misdescribed or where an express contractual representation has not been met.

6. CONDITION OF CHANGE-OF-MIND RETURNS

Where you exercise a statutory change-of-mind cancellation right, please return products:

• with all parts and components supplied with them;
• securely packaged;
• with any accessories supplied;
• with any remaining product;
• together with any relevant promotional items where required under the promotion; and
• in a condition that allows us to assess the return.

Original decorative packaging is helpful but the absence of ordinary packaging will not automatically remove a statutory cancellation right.

However, damage or unnecessary handling that causes diminished value may affect the amount refundable where the law permits us to make such a deduction.

7. SKINCARE SETS AND COLLECTIONS

AMZE® may sell skincare routines as complete sets, collections or bundles.

If you cancel the purchase of an entire set or collection, you should return all of the items forming that set or collection.

Where only some products from a set are returned, the refund will depend upon:

• whether the individual products were sold separately;
• the pricing structure of the set;
• any applicable promotional discount;
• which products are being retained;
• the condition of the returned products; and
• your statutory rights.

We will not artificially inflate deductions or use bundle pricing to remove a legal cancellation right.

8. INDIVIDUALLY PACKAGED PRODUCTS

Some AMZE® collections may contain products such as:

• sheet masks;
• ampoules;
• sachets;
• capsules; or
• other individually packaged cosmetic treatments.

Where possible, customers intending to return a collection should avoid opening individual components unnecessarily.

If individual products have been substantially used or consumed, this may be relevant when assessing diminished value where applicable law permits.

9. FAULTY GOODS

Change-of-mind returns are different from your rights where goods are faulty.

Products supplied by AMZE® must comply with applicable consumer law, including requirements concerning satisfactory quality, fitness for purpose where applicable and conformity with their description.

Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject goods that do not conform to the contract, subject to the provisions of the Act.

Your rights can continue after the first 30 days, and the appropriate statutory remedy may include repair, replacement, a price reduction or rejection depending upon the circumstances and applicable legislation.

Using or opening a product does not remove your legal rights if the product itself is genuinely faulty.

10. DAMAGED PRODUCTS

If an AMZE® product arrives damaged, please contact AMZE® Customer Care as soon as reasonably possible.

To help us investigate quickly, we may reasonably request:

• your order number;
• photographs of the product;
• photographs of the outer delivery packaging;
• photographs of any internal protective packaging;
• photographs showing leakage or damage;
• the product batch number; and
• a description of the issue.

Please retain the product and packaging while we investigate unless keeping the product would be unsafe.

These requirements help us investigate the issue with our fulfilment partner, manufacturer or carrier and are not intended to restrict your statutory rights.

11. WRONG PRODUCT RECEIVED

If we send you a product different from the one you ordered, please contact AMZE® Customer Care.

Where reasonably possible, please avoid using an incorrectly supplied product after discovering the error.

We may request a photograph showing the product received and your order information.

Where AMZE® is responsible for supplying the wrong item, we will provide the appropriate remedy and bear any necessary return costs in accordance with applicable law.

12. MISSING PRODUCTS

If an item appears to be missing from your order, please first check:

• all packaging within the parcel;
• your dispatch notification;
• whether your order was divided into multiple shipments; and
• any additional tracking numbers provided.

If the product is still missing, contact AMZE® Customer Care.

We may check our packing, fulfilment, dispatch and parcel-weight records when investigating a reported missing item.

Where we confirm that an item has not been supplied, we will provide the appropriate remedy.

13. NATURAL PRODUCT VARIATIONS

Skincare and cosmetic formulations can occasionally display minor variations between production batches, particularly where botanical ingredients are present.

Minor differences in matters such as:

• colour;
• viscosity;
• texture;
• appearance; or
• fragrance

do not necessarily indicate that a product is defective.

Packaging may also be periodically updated.

However, this does not affect your statutory rights where a product is materially different from its description, defective, unsafe or otherwise fails to conform to the contract.

14. SENSITIVITY AND INDIVIDUAL SKIN RESPONSE

Individual skin can respond differently to cosmetic ingredients.

An individual's intolerance, sensitivity or reaction to an ingredient does not automatically establish that a cosmetic product itself is defective.

Customers should review product ingredients and follow the instructions and warnings supplied with the product.

Where irritation occurs, discontinue use as appropriate.

If you believe an AMZE® product may be defective or may have caused a significant undesirable reaction, please contact us so that the matter can be investigated.

15. SUSPECTED ADVERSE REACTIONS

AMZE® takes suspected adverse reactions seriously.

If you report a reaction that you believe may be associated with one of our products, we may ask for information including:

• the product name;
• order number;
• batch number;
• date the product was first used;
• frequency of use;
• how it was applied;
• other skincare products being used;
• details of the reaction; and
• photographs where appropriate and voluntarily supplied.

We may share relevant information with parties involved in our cosmetic-product safety and regulatory processes where necessary and lawful, including the product's Responsible Person, manufacturer or safety professionals.

A report of sensitivity does not automatically create an entitlement to a refund, but any applicable statutory rights remain unaffected.

16. INGREDIENT INFORMATION

Customers with known allergies, sensitivities or ingredient preferences should review the product's ingredient information before use.

Product pages may provide ingredient information for convenience.

Because formulations or packaging information may occasionally be updated, customers should always check the ingredient list appearing on the physical product supplied before use.

If you require clarification about an ingredient, please contact AMZE® before using the product.

17. PRODUCT MISUSE

Products should be used in accordance with the directions and warnings supplied with them.

Subject to applicable law, a problem caused solely by:

• deliberate misuse;
• inappropriate use;
• use contrary to clear instructions;
• contamination by the customer;
• inappropriate storage after delivery; or
• alteration of the product after delivery

will not normally constitute a fault for which AMZE® is responsible.

Nothing in this section excludes liability that cannot lawfully be excluded.

18. EMPTY OR SUBSTANTIALLY USED PRODUCTS

AMZE® does not operate an empty-container guarantee.

A product will not normally qualify for a full refund simply because a customer has used all or a substantial amount of it and later decides that they do not like it.

Where a genuine fault only becomes apparent after use, we will consider the matter separately under your statutory rights.

We may reasonably take into account the amount of product used and the circumstances of the complaint when investigating a claim.

19. HOW TO CANCEL AN ELIGIBLE ONLINE ORDER

To exercise an eligible cancellation right for an order purchased directly through AMZE®, you must clearly inform us of your decision to cancel within the applicable cancellation period.

Please provide, where possible:

• your name;
• order number;
• email address used for the order; and
• the product or products you wish to return.

You do not need to give a reason for a statutory cancellation.

Government guidance confirms that online purchasers ordinarily do not need to provide a reason when exercising the applicable 14-day cancellation right.

20. RETURN INSTRUCTIONS

Please contact AMZE® Customer Care before sending a return so that we can provide the appropriate returns address and reference information.

This helps us identify and process returned parcels efficiently.

However, our preferred administrative procedure will not be used to invalidate a statutory cancellation that has otherwise been clearly and validly communicated.

Do not send products to an address printed on AMZE® cosmetic packaging unless we specifically instruct you to do so.

An address appearing on product packaging may serve a regulatory or business purpose and may not be our returns processing facility.

21. CHANGE-OF-MIND RETURN POSTAGE

Where a customer exercises a change-of-mind cancellation right and AMZE® has properly informed the customer of their obligation to pay the direct costs of returning the goods, the customer will be responsible for the cost of returning those goods to AMZE®.

We recommend using an appropriately insured or tracked delivery service and retaining proof of postage.

This does not apply where AMZE® is required by law to bear the return cost, including appropriate cases involving faulty or incorrectly supplied goods.

Government/Trading Standards guidance confirms that the consumer may be required to pay the direct cost of returning cancelled goods where the trader has properly provided the required information.

22. FAULTY OR INCORRECT GOODS – RETURN COSTS

Where goods are genuinely faulty, incorrectly supplied or otherwise do not conform to the contract, AMZE® will bear reasonable necessary return costs where required by law.

The Consumer Rights Act provides consumer remedies in relation to non-conforming goods and makes the trader responsible for applicable reasonable return costs in relevant circumstances.

Please contact us before arranging an unusually expensive return service so that we can provide an appropriate return method where possible.

23. PROOF OF POSTAGE

Where you arrange a return yourself, we strongly recommend retaining proof of postage until your return has been processed.

If a returned parcel does not arrive, we may require evidence showing that it was sent.

24. REFUNDS FOR CHANGE-OF-MIND CANCELLATIONS

Where an eligible cancellation has been made and the goods are being returned, AMZE® may withhold reimbursement until:

• we receive the goods back; or
• you provide evidence that you have sent the goods back,

whichever occurs first, where permitted under the Consumer Contracts Regulations.

We will make the refund within the statutory period applicable to the transaction.

Current Government guidance states that a retailer must generally refund an online cancellation within 14 days of receiving the returned item.

25. METHOD OF REFUND

Refunds will normally be made using the same payment method used for the original transaction, unless another arrangement is expressly agreed where legally permitted.

Once a refund has been processed by AMZE®, your bank, card provider, marketplace or payment service may require additional time before the money appears in your account.

Those external processing times are outside AMZE®'s control.

26. ORIGINAL STANDARD DELIVERY CHARGE

Where you validly cancel an entire eligible online order, AMZE® will refund the original standard outbound delivery charge to the extent required by law.

If you chose a more expensive delivery method than our least expensive standard delivery service, we are not generally required to refund the additional cost of that premium delivery option.

For example, where:

Standard Delivery costs £3.99
Next-Day Delivery costs £7.99

and you voluntarily chose Next-Day Delivery, the refundable delivery amount may be limited to the equivalent £3.99 standard delivery charge.

This treatment is reflected in current UK Government guidance.

27. PARTIAL RETURNS AND DELIVERY COSTS

If you return only part of an order and retain other products, whether any portion of the original delivery charge is refundable will depend upon the circumstances and your statutory entitlement.

Where the same delivery charge would have been incurred for the items you have chosen to keep, the original delivery charge will not automatically be refunded.

28. DIMINISHED VALUE

If you handle an eligible product beyond what is reasonably necessary to establish its nature, characteristics and functioning, AMZE® may make an appropriate deduction from the refund for any resulting reduction in value where permitted by law.

Examples that could potentially result in diminished value include:

• using a substantial quantity of a cosmetic;
• repeated application of a product;
• contaminating a product;
• damaging packaging that materially affects the product's value;
• losing components supplied with the product; or
• otherwise treating a product in a way that would not reasonably be possible when inspecting it before purchase.

Any deduction will reflect the actual circumstances and will not be used as an automatic penalty.

We will not simply impose a fixed “restocking fee” on statutory returns.

29. PROMOTIONAL BUNDLES

If products were purchased together as a discounted set, routine or promotional bundle, refunds may take account of the actual price paid and the promotion under which the products were purchased.

If the entire qualifying bundle is cancelled, all items included in that bundle should normally be returned.

For partial returns, the amount refundable may be calculated according to the promotional allocation of the price, subject to applicable law.

30. BUY-ONE-GET-ONE-FREE AND MULTI-BUY OFFERS

Where a promotional offer depends upon purchasing or retaining a particular number of products, returning part of the qualifying order may affect the promotional pricing.

Any refund may therefore be recalculated to reflect the promotional price actually attributable to the products retained and returned, where legally permitted and clearly disclosed.

Your statutory rights concerning faulty goods remain unaffected.

31. FREE GIFTS

Where a free gift is supplied only because an order satisfies specific promotional conditions, the gift forms part of that promotional transaction.

Where the entire qualifying purchase is cancelled, we may require the promotional gift to be returned where lawful.

Where only part of the qualifying purchase is returned, the effect on a promotional gift will depend upon the published conditions of the relevant promotion.

32. DISCOUNT CODES

Where a discount code has been applied, any refund will normally reflect the amount actually paid for the returned product after allocation of the relevant discount.

The value of a discount is not separately refundable as cash.

Unless expressly stated otherwise in the promotion, a promotional code will not necessarily be reissued after an order is returned.

33. GIFTS

Where a product was purchased as a gift, any monetary refund will normally be returned to the original payment method used by the purchaser.

For security and privacy reasons, AMZE® may be unable to disclose the purchaser's payment information to the recipient of a gift.

34. EXCHANGES

AMZE® does not currently provide a general change-of-mind exchange service.

Where an eligible product is no longer wanted, the normal process will usually be:

1. return the relevant product in accordance with this policy; and
2. place a separate order for the alternative product required.

This does not affect any legal entitlement to replacement or another remedy in relation to faulty goods.

35. CUSTOMER ORDERING ERRORS

Please check your basket carefully before placing an order.

If you accidentally order the wrong:

• product;
• skincare collection;
• quantity; or
• variation,

please contact AMZE® as quickly as possible.

Where the order has not entered fulfilment, we will try to assist, but we cannot guarantee that an order can be amended or cancelled before dispatch.

If it has already been dispatched, the normal cancellation and returns provisions will apply.

36. CANCELLATION BEFORE DISPATCH

You may contact us to request cancellation before your order is dispatched.

We will make reasonable efforts to stop the shipment.

However, our fulfilment process may begin shortly after an order is received, and we cannot guarantee that a parcel can be intercepted once packing or dispatch has commenced.

Your statutory online cancellation rights remain unaffected.

37. REFUSED AND UNCOLLECTED PARCELS

Simply refusing delivery or failing to collect a parcel is not necessarily the clearest way of exercising your right to cancel.

If you wish to cancel your purchase, please communicate that decision to AMZE® or use the applicable marketplace cancellation process.

If a parcel is returned to us because it was:

• refused;
• not collected;
• incorrectly addressed by the customer; or
• otherwise undeliverable,

we will assess the transaction and provide any refund required by applicable law.

38. RETURN PACKAGING

Products being returned should be securely packaged to avoid damage in transit.

Where appropriate, please:

• secure all lids and closures;
• protect glass containers;
• prevent liquids from leaking;
• use suitable protective packaging; and
• include the relevant order or return reference.

Where a change-of-mind return is damaged because of inadequate return packaging, this may be relevant when assessing diminished value where permitted by law.

39. UNIDENTIFIED RETURNS

Please ensure that your return can be identified.

A returned parcel should contain or clearly reference your:

• name;
• order number; or
• return reference.

If we cannot identify who has sent a parcel, processing may be delayed until we can reasonably establish which transaction it relates to.

40. RETURNS ADDRESS

Customers should not automatically return products to AMZE & CO LIMITED's registered office or the Responsible Person address shown on cosmetic packaging.

Please contact AMZE® Customer Care for the current returns instructions.

We may use a separate warehouse, fulfilment facility or returns-processing address.

41. TIKTOK SHOP PURCHASES

If you complete an AMZE® purchase directly through TikTok Shop, TikTok Shop's mandatory returns and refund procedures may apply in addition to your statutory rights.

Where the platform requires a return or refund request to be initiated through TikTok, customers should use the appropriate order controls within their TikTok account.

A return benefit or discretionary policy offered specifically by TikTok Shop does not automatically apply to purchases made directly through www.amze.co.uk.

42. INSTAGRAM, FACEBOOK AND SNAPCHAT

Where you discover AMZE® through Instagram, Facebook, Snapchat or another social-media platform but are directed to www.amze.co.uk to complete your purchase, the transaction is a direct AMZE® website order and this policy applies.

Where a purchase is completed through a third-party checkout or marketplace, that platform's mandatory procedures may additionally apply.

43. PRODUCTS PURCHASED FROM OTHER RETAILERS

If an AMZE® product was purchased from an independent retailer rather than directly from AMZE®, your sales contract is normally with that retailer.

Returns and refunds should therefore normally be requested from the business that sold you the product.

You may nevertheless contact AMZE® if you believe there is a genuine safety or product-quality concern, and we may investigate the matter separately.

44. PROOF OF PURCHASE

We may reasonably require evidence that a product was purchased from AMZE® or the relevant authorised sales channel.

Acceptable evidence may include:

• an order confirmation;
• order number;
• payment record;
• digital receipt;
• marketplace order record; or
• other satisfactory evidence of the transaction.

A paper receipt is not necessarily required where the purchase can otherwise be satisfactorily established.

45. SUSPECTED RETURN FRAUD

AMZE® reserves the right to investigate suspected:

• fraudulent returns;
• deliberate product substitution;
• false claims that an item was not received;
• false claims that products were missing;
• fabricated damage claims;
• returns of products not supplied by AMZE®;
• abuse of promotional offers; or
• other misuse of our returns process.

We may consider reasonable evidence including order, dispatch, carrier, fulfilment and correspondence records.

Where appropriate and lawful, suspected fraudulent activity may be reported to the relevant payment provider, marketplace or authorities.

This provision will not be used to deny genuine customers their statutory rights.

46. CHARGEBACKS AND PAYMENT DISPUTES

If you believe there is a genuine problem with your order, we encourage you to contact AMZE® Customer Care so that we have an opportunity to investigate and resolve it.

Nothing in this policy prevents you from exercising any lawful right to raise a payment dispute.

If a chargeback or payment dispute is made, AMZE® may provide relevant transaction information to the payment provider, including:

• order information;
• dispatch information;
• delivery confirmation;
• tracking details;
• customer correspondence; and
• other information reasonably relevant to the dispute.

Deliberately submitting false information in support of a payment dispute may constitute fraud.

47. NO GENERAL SATISFACTION GUARANTEE

Unless expressly stated as part of a particular AMZE® promotion, AMZE® does not provide an additional money-back satisfaction guarantee beyond your statutory rights.

In particular, we do not promise that a used skincare product can simply be returned because:

• you changed your mind after trying it;
• you preferred another product;
• you did not like the fragrance;
• you did not like the texture; or
• you did not achieve the subjective result you expected.

Your statutory cancellation and faulty-goods rights remain unaffected.

48. OUR RETURNS POLICY DOES NOT REPLACE THE LAW

Nothing in this policy is intended to exclude, restrict or undermine rights that cannot legally be excluded.

In particular, your rights may arise under the:

Consumer Rights Act 2015; and
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If a mandatory consumer right conflicts with any part of this policy, the mandatory statutory right will prevail.

49. CONTACTING AMZE®

If you wish to request a return, cancel an eligible order, report damaged or faulty goods or ask about a refund, please contact AMZE® Customer Care.

Please provide your:

• full name;
• order number;
• email address used for the purchase;
• product concerned; and
• brief explanation of your enquiry.

Where the issue concerns a faulty, damaged or potentially unsafe product, we may also request photographs, batch information and other reasonable information needed to investigate the matter.

AMZE & CO LIMITED
Trading as AMZE®
Website: www.amze.co.uk

© 2026 AMZE & CO LIMITED. All rights reserved.