Refund policy

RETURN AND REFUND POLICY

Our Health & Safety Promise

For your health and safety, every product leaves our warehouse 100% factory-sealed and unused. We never resell used devices.

Our Results Guarantee โ€” The Skin Journey Promise

We're so confident in our products that we invite you to take the Skin Journey Challenge. Document your skin with photos every week for 60 days. If you see zero changes, contact us at Support@exactlywhatwasneeded.co.uk and we'll provide a free skincare consultation or store credit.

1-Year Manufacturer's Replacement Warranty

Every device is backed by a 1-year manufacturer's warranty covering technical defects and faults. If your device stops working due to a manufacturing defect within 12 months of purchase, we will replace it free of charge.

Return Eligibility

We offer a 30-day return window. To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, and in its original packaging with all protective seals intact. You'll also need the receipt or proof of purchase.

Non-Returnable Items (Hygiene and Safety)

For hygiene and safety reasons, we cannot accept returns of:

  • Products that have been opened, used, or had protective seals removed
  • LED devices that have been opened, activated or used on the skin
  • Items with damaged or missing packaging
  • Sale items or gift cards

How to Start a Return

To request a return, contact us at Support@exactlywhatwasneeded.co.uk before sending anything back. Items sent without prior authorisation will not be accepted. If your return is accepted, we'll send you a return shipping label and full instructions on how and where to send your package. Please note that returns will need to be sent to the following address: 4 Queen Anne's Mews, Leatherhead KT22 7LA.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or incorrect. For faulty or defective products, we will provide a prepaid return label and full refund or replacement.

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Return Shipping Costs

Customers are responsible for return shipping costs unless the item is faulty, defective, or damaged in transit.

Exchanges

We do not offer exchanges. All sales are final once a product has been unsealed, in line with our hygiene policy.

European Union 14 Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unopened, unused, and in its original packaging with all protective seals intact. You'll also need the receipt or proof of purchase.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at Support@exactlywhatwasneeded.co.uk

Questions?

You can always contact us for any return question at Support@exactlywhatwasneeded.co.uk