Returns & Exchanges

Last Updated: 1 January 2024

At Icoskin, we want you to be completely satisfied with your purchase. We understand that buying a LED face mask is an investment in your skincare, which is why we offer a generous returns policy that goes beyond your statutory rights.

30-Day Money-Back Guarantee

Changed your mind? Return your unopened Icolux 2.0 within 30 days for a full refund.

Your UK Consumer Rights

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order and return the product within 14 days of receiving it, for any reason. This is your statutory "cooling-off" period.

Under the Consumer Rights Act 2015, if a product is faulty, not as described, or not fit for purpose, you have additional rights to repair, replacement, or refund for up to 6 years from purchase (though after 6 months the burden is on you to prove the fault existed at delivery).

Our 30-day guarantee extends beyond your statutory 14-day right—because we're confident you'll love your Icoskin LED Face Mask.

Return Conditions

To be eligible for our 30-day money-back guarantee:

  • Return must be requested within 30 days of delivery
  • Product must be unused and unopened (sealed packaging intact)
  • Product must be in its original condition with all accessories included
  • All original packaging, documentation, and protective materials must be returned
  • Serial number must match our records

Important - Hygiene Policy:

For hygiene and safety reasons, we cannot accept returns of products that have been used or opened. The Icolux 2.0 is a personal skincare device that comes into direct contact with your face. Once the protective seal is broken and the device has been used, it cannot be resold and is therefore not eligible for a change-of-mind refund.

This policy does not affect your rights regarding faulty or defective items—see below.

How to Return Your Item

1

Contact Us

Email contact@icoskin.com to request a return. Please include your order number and briefly explain your reason for returning.

2

Receive Return Authorisation

We'll email you a Return Merchandise Authorisation (RMA) number and detailed return instructions within 1-2 business days.

3

Pack Your Item Securely

Ensure the product is in its original unopened condition, repack it in the original packaging with all accessories (charger, straps, documentation), and write your RMA number on the outside of the box.

4

Ship Your Return

Send the package using a tracked service to the address provided in your return instructions. Keep your tracking number and proof of postage.

5

Receive Your Refund

Once we receive and inspect your return (typically within 3-5 business days of arrival), we'll process your refund to your original payment method.

Return Shipping Costs

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Faulty or Incorrect Items

We'll provide a prepaid return label. You won't pay a penny for return shipping.

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Change of Mind Returns

You're responsible for return shipping costs. We recommend using Royal Mail Tracked (approximately £8-12) to ensure your return is protected.

Refund Processing

Once your return is received and approved:

  • Refunds are processed within 5-7 business days of inspection
  • Money returns to your original payment method
  • Credit/debit card refunds: Additional 5-10 business days to appear on your statement
  • PayPal refunds: Additional 3-5 business days
  • You'll receive an email confirmation when your refund is processed

What We Refund:

  • Full product price (minus any applicable deductions)
  • Original standard shipping cost (for faulty items only)

Express shipping upgrades are not refundable for change-of-mind returns.

Exchanges

We currently sell a single product—the Icolux 2.0 LED Face Mask—so traditional exchanges aren't applicable. However:

  • Defective units: We'll send a replacement at no extra cost
  • Wrong colour/version (if applicable): Contact us and we'll arrange an exchange
  • Accessories: Missing or damaged accessories can be replaced individually

Non-Returnable Items

The following cannot be returned for a refund under our standard policy:

  • Products that have been opened or used (hygiene reasons)
  • Products returned after 30 days (unless faulty)
  • Items showing signs of damage or misuse
  • Products without original packaging or missing accessories
  • Items purchased from unauthorised third-party sellers
  • Promotional or gift items (may be returned for exchange only)

This doesn't affect your statutory rights for faulty goods.

Damaged or Defective Items

If your item arrives damaged or develops a fault:

  1. Contact us immediately (within 48 hours of delivery for transit damage)
  2. Provide evidence: Clear photos or video showing the damage or defect
  3. Keep all packaging: Original packaging may be needed for courier claims
  4. We'll arrange collection: Free return shipping for faulty items
  5. Choose your resolution: Full refund or replacement—your choice

For warranty-related issues outside the 30-day window, please see our

.

Cancelling Your Order

Before dispatch: Contact us immediately and we'll cancel your order for a full refund (no return needed).

After dispatch: You can refuse delivery or return the item once received. Standard return conditions apply.

Questions About Returns?

Our customer service team is here to make your return as easy as possible.

Email: contact@icoskin.com

Mon-Fri: 9 AM - 6 PM GMT