Refund policy

Returns and Refunds Policy

We hope you love your FIGGI products. However, if you change your mind or experience a problem with your order, please contact us at sales@figgi.eu.

This policy applies to products purchased directly from the FIGGI online store. Products purchased from another retailer must be returned to the retailer from which they were purchased.

Nothing in this policy affects your statutory consumer rights under applicable United Kingdom or European Union law.

14-day right to cancel

Customers in the United Kingdom and European Union have the right to cancel most online purchases without providing a reason.

You must notify us that you wish to cancel your purchase within 14 calendar days after the day on which you, or a person nominated by you, receives the order.

When products from one order are delivered separately on different days, the cancellation period begins after the final product is delivered.

To exercise your right to cancel, email sales@figgi.eu and provide:

Your full name;
Your order number;
The product or products you wish to return; and
A clear statement that you wish to cancel your purchase and return the products.

You do not need to provide a reason for cancelling.

Returning your products

After notifying us of your cancellation, you must send the eligible products back without undue delay and no later than 14 calendar days after the date on which you notified us of your cancellation.

Please contact us before sending anything back. We will provide you with the correct return address and return instructions.

Products sent to us without the required order information, or to an address not provided or confirmed by us, may experience delays in processing.

Return shipping costs

Unless the product is faulty, damaged, incorrectly supplied or not as described, you are responsible for arranging and paying all return shipping costs.

FIGGI does not provide prepaid return labels or reimburse return postage for change-of-mind returns.

We strongly recommend using a tracked or recorded delivery service and retaining your proof of postage. You are responsible for the returned products until they are delivered to the return address provided by us.

Please package products securely. FIGGI is not responsible for returned products that are lost or damaged in transit.

If a product is faulty, damaged, incorrectly supplied or not as described, please contact us before returning it. Where a return is required, FIGGI will provide an appropriate return method or reimburse reasonable return costs agreed with us in advance.

Condition of change-of-mind returns

To be eligible for a change-of-mind return, products must be returned:

Unused;
Unopened;
In their original product packaging;
With any protective or hygiene seal intact;
In a condition suitable for resale; and
With any complimentary gifts, accessories or promotional products supplied as part of the purchase.

Products must not be returned empty, partially used, tested or with any of their contents removed.

You may handle a product only to the extent reasonably necessary to establish its nature, characteristics and condition, in the same way that you would reasonably inspect it in a physical shop.

Where permitted by law, we may reduce your refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the product.

Opened cosmetics and hygiene-sealed products

For health-protection, hygiene and product-safety reasons, we cannot accept a change-of-mind return of a cosmetic or skincare product where:

A protective or hygiene seal has been removed or broken after delivery;
The product has been opened, tested or used; or
The product is otherwise no longer suitable for return for genuine health-protection or hygiene reasons.

This restriction does not apply when a product is faulty, damaged, unsafe, incorrectly supplied or not as described.

Products excluded from change-of-mind returns

Unless faulty, damaged, incorrectly supplied or not as described, we cannot accept change-of-mind returns of:

Opened, tested or used cosmetics or skincare products;
Sealed products that are not suitable for return for health-protection or hygiene reasons once unsealed;
Products made to your specifications or clearly personalised for you;
Gift cards; or
Products that have been inseparably mixed with other products after delivery.

Sale and promotional products

Sale and promotional products remain subject to any statutory cancellation and consumer rights that apply to them.

A reduced price does not remove your legal rights.

The refund for an eligible returned sale product will be based on the amount you actually paid for that product, after any applicable discount.

Damaged, faulty or incorrect products

Please inspect your order promptly after delivery.

A product arrives damaged;
A product is defective or unsafe;
You receive the wrong product;
An item is missing from your order; or
A product is materially different from its description.

Please include:

Your full name;
Your order number;
A description of the problem; and
Clear photographs of the product, outer packaging, internal packaging and delivery label, where reasonably possible.

Please retain the affected product and all packaging until we have assessed the issue.

Depending on the circumstances and your applicable statutory rights, we may offer a replacement, repair where appropriate, price reduction or refund.

FIGGI will cover reasonable return costs for products that are faulty, damaged, incorrectly supplied or not as described. Please contact us before arranging the return so that we can provide instructions and agree on the appropriate return method.

Refunds for cancelled orders

Once we receive your return, we will inspect it and notify you of the outcome.

For an eligible cancellation, we will refund:

The amount paid for the returned products; and
The cost of the least expensive standard delivery option that we offered for the original order, where applicable.

If you selected a premium, express or more expensive delivery service, we are not required to refund the additional amount above the cost of our least expensive standard delivery option.

If you return only part of an order, the original delivery charge may not be refunded where that delivery charge would have been the same had you originally ordered only the products you kept.

Change-of-mind return shipping costs are not refundable.

Refund timing

We will issue an eligible refund without undue delay and no later than 14 calendar days after the earliest of:

The date on which we receive the returned products; or
The date on which you provide satisfactory evidence that the products have been sent back.

We may withhold the refund until we have received the returned products or you have supplied satisfactory evidence that they have been returned, whichever occurs first.

Refunds will ordinarily be made to the original payment method. You will not be charged a fee by FIGGI for receiving your refund.

After FIGGI issues the refund, your bank, card provider or payment service may require additional time to process it and make the funds available.

If you have not received your refund within 15 business days after we confirm that it has been issued, please contact sales@figgi.eu.

Exchanges

We do not currently offer direct exchanges for change-of-mind returns.

To purchase a different product, return the eligible original product in accordance with this policy and place a new order.

If you received a faulty, damaged or incorrect product, please contact us before placing another order so that we can assist you.

Complimentary gifts and promotional products

When a complimentary gift or promotional product was supplied because your order met a particular purchasing requirement, the gift must also be returned if returning other products means that the order no longer qualifies for the promotion.

The complimentary item must be unused, unopened and returned with any protective or hygiene seal intact.

Where the promotional terms clearly provided for it and the law permits, we may deduct the stated value of a promotional product from your refund if it is not returned or is returned opened, used or damaged.

Sets and bundles

Products sold together as a set, collection, ritual or bundle must ordinarily be returned together to receive a refund for the complete set.

Any refund for an eligible partial return from a promotional bundle will take account of the promotional pricing applied to the original order.

Opened, tested or used cosmetic products within a set remain subject to the hygiene restrictions described in this policy.

Refused and uncollected deliveries

Refusing a delivery or failing to collect an order does not, by itself, constitute valid notice that you wish to cancel your purchase.

You must contact sales@figgi.eu to notify us clearly that you wish to cancel.

Where permitted by law, actual return, storage or redelivery charges caused by an order being refused, not collected, or sent to an incorrect or incomplete address supplied by the customer may be deducted from the refund.

This does not apply where the failed delivery was caused by FIGGI or its delivery provider.

Cancelling before dispatch

We cannot guarantee that an order can be cancelled or changed after it has entered the fulfilment process.

If the order has already been dispatched, you may exercise any applicable cancellation rights and follow the return process set out in this policy.

Cancellation form

You may cancel by emailing us directly. You may also copy and complete the form below, although using this exact form is not compulsory:

To: FIGGI Beauty
Email: sales@figgi.eu

I hereby give notice that I cancel my contract for the purchase of the following products:

Products:
Order number:
Ordered on:
Received on:
Customer’s full name:
Customer’s address:
Date:

Contact us

For questions about cancellations, returns, damaged products or refunds, contact:

Email: sales@figgi.eu

Please include your order number in all correspondence.

Last updated: 15 July 2026