Refund policy

Refund Policy

Last updated: 29 September 2026

1. Your right to cancel — 14 days

If you are a consumer in the United Kingdom or the European Union, you have the right to cancel your order within 14 days without giving a reason. The cancellation period ends 14 days after the day on which you, or someone you nominate, receives the goods.

To cancel, tell us clearly before that period ends. Email support@compasswellnessgroup.com with your name, order number and the items you wish to cancel. You do not need to give a reason. You may use the model cancellation form at the end of this policy, but you are not required to.

2. Sealed goods — hygiene exception

Our products are cosmetics supplied with a protective seal for health and hygiene reasons. Where that seal has been broken, or the product has been opened or used after delivery, it cannot be returned and the cancellation right in section 1 no longer applies to that item.

Products that remain unopened and sealed may be returned under section 1.

3. Return postage

• Change of mind (section 1): you are responsible for the cost of returning the goods to us.
• Faulty, damaged or incorrect items (section 4): we pay the full cost of return.

Where you cancel under section 1, we will also refund the standard delivery cost of sending the goods to you. If you chose a faster or upgraded delivery option, we refund the standard rate only.

4. Faulty, damaged or incorrect items

If your order arrives damaged, defective, or is not what you ordered, email support@compasswellnessgroup.com with your order number and photographs of the item and its packaging. We will arrange a replacement or a full refund, including delivery costs, at no cost to you.

Nothing in this policy affects your legal rights in respect of goods that are faulty, not as described, or not fit for purpose.

5. How to start a return

Contact us first at support@compasswellnessgroup.com. Our customer service team will confirm your return and provide the return details once it has been approved. Items sent back without first requesting a return cannot be accepted.

6. Exchanges

We do not offer exchanges. If you would like a different product, request a refund under this policy and place a new order.

7. Refunds

Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are issued to your original payment method within 14 days of our receiving the goods back, or of your supplying proof that you have sent them, whichever is earlier.

Your bank or card issuer may take additional time to post the refund to your account.

8. Contact

Model cancellation form

Complete and return this form only if you wish to cancel your order.