Refund & Returns Policy
Effective Date: 2 July 2026
At DIYLush, we genuinely want you to love every purchase you make with us. We take great care in selecting and packaging our products, but if something isn’t quite right, we’re here to help.
This policy explains how returns and refunds work when you shop with us. Your statutory rights under UK consumer law are always protected and are not affected by this policy.
Changed Your Mind?
If you’ve changed your mind, simply email us at hello@diylush.com within 14 days of receiving your order to let us know you’d like to return it.
We ask that items are returned unused, in their original condition and, where possible, in their original packaging. You’re welcome to inspect your purchase as you would in a shop, but if an item has been used beyond this, we may reduce the refund to reflect any loss in value.
Unless your item is faulty, damaged or incorrect, you’ll be responsible for the cost of returning it.
Receiving Your Refund
Once we’ve received your returned item (or proof that it has been sent back), we’ll process your refund within 14 days.
Refunds are always made to your original payment method.
If applicable, we’ll also refund the standard delivery charge you paid when placing your order. Any upgraded or express delivery charges are not refundable.
If Something Isn’t Right
If your order arrives damaged, faulty or you’ve received the wrong item, please let us know as soon as possible by emailing hello@diylush.com.
Please include your order number and, if possible, a few photos so we can quickly understand the issue.
We’ll always do our best to put things right. Depending on the situation, this may mean a replacement, repair or full refund in line with your rights under the Consumer Rights Act 2015. We’ll also cover reasonable return postage costs where the item is faulty or we’ve made a mistake.
Items That Can’t Be Returned
Unfortunately, we can’t accept returns for:
- Personalised or made-to-order items.
- Sealed products, unless faulty.
How to Arrange a Return
Before sending anything back, please get in touch so we can provide the correct return instructions.
Email: hello@diylush.com
When you contact us, please include:
- Your order number.
- Your name.
- The item(s) you’d like to return.
- A brief description of the reason for the return (where applicable).
A Final Note
DIYLush is a small independent UK business, and every order means a great deal to us. If you ever have a question or a problem with your order, please don’t hesitate to get in touch. We’ll always do our best to resolve things fairly, promptly and with the friendly service we’d hope to receive ourselves.
Thank you for supporting DIY Lush
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
