You will not be allowed to compare more than 4 products at a time
View compareRefund policy
Heirloom Secret® — Refunds & Returns Policy
At Heirloom Secret®, we prioritise product integrity, customer satisfaction and responsible skincare. As a small-batch skincare brand, we take care to prepare and package our products with attention to quality and hygiene.
Please read our policy below before placing your order.
1. Returns and Cancellations
For online purchases, UK consumers generally have the right to cancel an order within 14 days of receiving their goods, without providing a reason, subject to applicable legal exceptions.
If you wish to cancel an order, please email info@heirloomsecret.com with your order number and cancellation request.
Certain sealed skincare products may be excluded from return under the statutory hygiene exception once unsealed, where the relevant legal requirements are met. This does not affect your statutory rights concerning faulty, damaged, unsafe or misdescribed products.
Where a return is permitted, products must be handled with reasonable care. We reserve the right to make any deduction for diminished value where permitted by law.
2. Opened or Used Products
For hygiene and product integrity reasons, we cannot accept change-of-mind returns for products that fall within the applicable sealed-goods hygiene exception once their protective seal has been broken.
This restriction does not apply where a product is faulty, unsafe, damaged or not as described, or where other statutory rights apply.
We encourage customers to review product descriptions, ingredients and directions for use carefully before purchasing.
3. Product Storage and Natural Variations
Skincare formulations can be affected by storage conditions, including exposure to excessive heat, humidity and direct sunlight. We recommend following the storage instructions provided on each product.
As some formulations may naturally vary slightly in colour, texture or appearance between small batches, minor variations do not necessarily indicate a defect.
However, if you believe a product has undergone an unusual change, has an unexpected odour, appears contaminated or may be unsafe to use, please discontinue use and contact us. We will assess the concern appropriately.
Nothing in this section limits your rights if a product is faulty, unsafe or does not conform to its description.
4. Damaged, Faulty or Incorrect Orders
If your order arrives damaged, faulty or incorrect, please contact us at info@heirloomsecret.com with your order number and, where possible, clear photographs showing the issue.
We appreciate being notified promptly, ideally within 7 days of delivery, so we can investigate and assist you. However, this request does not limit any statutory rights or deadlines that apply under UK law.
Depending on the circumstances and your legal rights, we will arrange an appropriate remedy, which may include a replacement or refund.
5. Refund Processing
Approved refunds will generally be returned to the original payment method.
Where a statutory cancellation right applies, refunds will be processed within the applicable legal timeframe. For eligible online cancellations, this is generally within 14 days of receiving the returned goods or evidence that they have been sent back, whichever occurs first.
6. Return Shipping
Where you exercise your statutory right to cancel an online purchase, you may be responsible for the direct cost of returning the goods if you were informed of this before purchase, unless we agree otherwise or the law requires us to cover the cost.
Where an item is faulty, damaged or incorrectly supplied, please contact us before returning it so we can explain the appropriate next steps.
7. Contact Us
For returns, cancellations, refunds or product concerns, please contact:
Heirloom Secret®
Email: info@heirloomsecret.com
Website: https://heirloomsecret.com
Please include your order number to help us assist you efficiently.
Thank you for choosing Heirloom Secret® and supporting our commitment to thoughtful formulation, product integrity and responsible skincare.
Nothing in this policy excludes or limits your statutory consumer rights under applicable law.