Returns and refunds
Returns Policy
You get everything the law gives you, including the parts most retailers quietly leave out. Set out in the order you'll need them.
At a glance
If you ordered through TikTok Shop
Start the return in TikTok Shop rather than here. That channel runs its own returns flow and its own refund timings, and going through it is faster than anything we can do by email. Your statutory rights below apply either way, and if TikTok's process gets stuck, contact us and we'll sort it out directly.
Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel an order for any reason, or for no reason, without explaining yourself.
You have 14 days from the day you receive the goods to tell us you're cancelling. Once you've told us, you have a further 14 days to get them back to us. These are two separate windows and the second only starts when you tell us.
You're allowed to handle the goods as you would in a shop. Opening a box and looking at what's inside doesn't cost you the right to cancel. If you go further than that and the value drops as a result, we can deduct that loss from your refund, and we'll show you the arithmetic if we ever do.
The one exception: unsealed cosmetics
Regulation 28(3)(b) removes the right to cancel for goods sealed for health protection or hygiene reasons where that seal has been broken after delivery. Skincare falls squarely in it. So:
- • Seal intact: cancel and return it, no questions.
- • Seal broken: we can't take it back under cancellation rights, because we can't sell it again to anyone else.
This exception is about the hygiene seal on the product itself, not the outer packaging or the delivery box. It also has nothing to do with faulty goods, covered below, where your rights apply whether or not you opened the thing.
We won't apply this to anything else. Sale items, bundles and promotional stock all cancel exactly like full-price stock does. Nothing in the regulations lets a trader switch the right off by labelling an item final sale, and the previous version of this page shouldn't have said otherwise.
How to cancel and return
Tell us in writing
Email support@harrisonsbeauty.com with your order number and what you're cancelling. Any clear statement works. The wording below is there if you want it, not because we require a particular form.
We acknowledge it
Same or next working day, confirming the cancellation. You don't have to wait for that reply before posting: the address is published below and the clock is already running.
Post it back
Within 14 days of telling us, to the address below. Use a tracked service and keep the receipt. The parcel is your responsibility until it reaches us, and proof of postage is what lets us refund you before it arrives.
Returns address
HARRISON JAMES LTD
31 Tudor Way, Brackley, England, NN13 6NH
Put your order number in the parcel. It's the only thing that ties the box to the right refund.
We refund you
Within 14 days of the goods reaching us, or of you showing us proof of postage, whichever happens first.
Cancellation wording, if you want it
This mirrors the model form in Schedule 3 to the 2013 Regulations. Copy it, fill in the blanks, send it to support@harrisonsbeauty.com.
To HARRISON JAMES LTD: I hereby give notice that I cancel my contract of sale for the following goods [list them], ordered on [date] and received on [date]. Name: [your name]. Address: [your address]. Date: [today].
What you get back
The price you paid for the goods, plus what you paid for standard delivery on the way out. That second part is a legal requirement and traders leave it out more often than they should.
If you paid for a faster delivery than our standard option, we refund the standard cost, not the upgrade. Return postage is yours to pay unless the item is faulty, damaged or not what you ordered, in which case we cover it.
Refunds go back to the payment method you used. Depending on your bank or card provider it can take another 3 to 5 working days to show up after we send it.
If something's faulty, damaged or wrong
Different law, better rights. Under the Consumer Rights Act 2015 goods have to be of satisfactory quality, fit for purpose and as described. When they aren't, this applies whether or not you opened them and whether or not the cancellation period has run out.
- • Within 30 days: reject the goods and get a full refund. This is the short-term right to reject.
- • After 30 days: you're entitled to a repair or a replacement. If that fails or isn't practical, a price reduction or a refund.
- • Either way: we pay the return postage, and we don't charge you for the use you had of it in the first six months.
Email support@harrisonsbeauty.com or call +447716373461. Photos of the damage and your order number get it moving fastest.
If a product irritates your skin
Stop using it and tell us. A reaction is something we need to know about, and serious cases have to reach the product's Responsible Person and the regulator. That starts with your email.
Patch test first, next time. A small amount on the inner forearm, 24 hours before using anything new properly.
See a pharmacist or GP if it doesn't settle. We sell cosmetics and we're not qualified to advise on a skin reaction.
A reaction isn't automatically a fault. Skin varies, and an ingredient that doesn't suit you may be perfectly fine in the product. Talk to us anyway. We'd rather hear it.
If we get it wrong
Email us and we'll answer. If we can't resolve it between us, the Citizens Advice consumer service can advise you and refer the matter to Trading Standards.
citizensadvice.org.uk/consumer · 0808 223 1133