Refund policy
RETURN & REFUND POLICY
Cinnacare Ltd
Last updated: 9 September 2026
Changing or Cancelling an Order Before Dispatch
Because we process and dispatch orders quickly, we're usually unable to change or cancel an order once it has been placed. If you need to make a change, please email us at contact@cinnacare.com as soon as possible and we'll do what we can, but we can't guarantee we'll catch it before dispatch.
Your Right to Cancel (14-Day Cooling-Off Period)
As a consumer, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to change your mind and cancel your order within 14 days of receiving your goods, without giving a reason.
To cancel, simply let us know by emailing contact@cinnacare.com before the 14 days are up, and then return the item to us within a further 14 days.
This cancellation right does not apply to goods that become unsealed after delivery where they are not suitable for return for hygiene reasons, or to goods that become inseparably mixed with other items after delivery.
Returns and Refunds
Hygiene and sealed products
For hygiene and safety reasons, we're unable to accept the return of any skincare product once its seal has been broken or it has been opened or used, unless the product is faulty. This is standard practice for toiletries and cosmetics, and reflects your statutory rights under the Consumer Contracts Regulations 2013.
If your order arrives with its seal intact and unused, you're welcome to return it within 14 days of receipt as set out above.
Change of mind returns
If you're unhappy with your order for any other reason, you're entitled to a refund within 14 days of receipt, provided you follow the guidance below and subject to our Terms and Conditions.
Unless the item is faulty, you're responsible for the cost of returning it to us, and we're unable to refund your original delivery charge beyond the cost of our standard delivery option.
We're not currently able to offer online exchanges. Instead, please return your item for a refund and place a new order for the item you'd prefer.
Please make sure returned items are unused, unopened, and sent back in their original packaging with all labels attached, and pack them carefully to avoid damage in transit.
How to Return an Item
To start a return, please email us first at contact@cinnacare.com with:
• Your order number
• Your name and address
• The reason you'd like to return the product
Our customer service team aims to respond within 2–3 working days with return instructions.
Faulty or Incorrect Items
If you've received a faulty or incorrect item, please follow the steps above and also attach a photo clearly showing the issue. Once we've reviewed this, we'll send you a freepost returns label so you're not out of pocket.
Limited Edition Items
Limited edition items are exchange only and are not eligible for a refund.
Refund Timing
Once we've received your returned item, or if earlier, evidence that you've sent it back, we'll process your refund within 14 days, using the same payment method you used to place your order. You won't be charged any fee for the refund itself.
Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 or other applicable law. Cinnacare Ltd reserves the right to update this policy from time to time; any changes will be posted on this page.
Contact Us
If you have any questions about returns or cancellations, please contact us at contact@cinnacare.com, or write to us at:
Cinnacare Ltd
Store 2, Regency House
Station Road
Harold Wood
Romford
Essex
RM3 0BP
United Kingdom
