Refund Policy

Refund & Returns Policy Last updated: 26 October 2026

This policy explains how cancellations, returns and refunds work when you buy from Bianca Rosa.co. Nothing in it affects your statutory rights.

IN SHORT

• Unopened products: you can change your mind and return them within 14 days of receiving your order.
• Opened or used products can't be returned if you simply change your mind, because our skincare, haircare and personal-care products are sealed for hygiene reasons.
• Faulty, damaged or incorrect products: we'll put it right, whether or not they've been opened.

CONTACT US Email: Biancarosa.co.designteam@gmail.com Please include your order number. We reply as soon as we can. Our full business details are shown in the footer of this website.

CANCELLING BEFORE YOUR ORDER ARRIVES Email us as soon as possible. If your order hasn't been dispatched, we'll cancel it and refund you in full. If it has already been dispatched, we may not be able to stop it, but you can still return it under the 14-day right below.

CHANGING YOUR MIND (14-DAY CANCELLATION RIGHT) You can cancel your order without giving a reason up to 14 days after the day you receive your goods. If your order arrives in more than one delivery, the 14 days runs from the day the last item arrives.

To cancel, email us a clear statement that you want to cancel. You can use the form at the end of this policy, but you don't have to. You then have 14 days from telling us to send the goods back.

For a change-of-mind return, you pay the cost of returning the goods. Products must be returned unopened and unused, with their seals intact.

OPENED OR UNSEALED PRODUCTS Our skincare, haircare and personal-care products are supplied with a protective seal (such as a tamper-evident seal, shrink band or sealed packaging) for health and hygiene reasons. Once you have broken that seal after delivery, we can't accept the product back if you've simply changed your mind. Opening the outer delivery box doesn't affect your right to cancel. Breaking the product's own seal does.

This doesn't apply to products that are faulty, damaged or not as described. See the next section.

Products that aren't sealed for hygiene reasons (for example candles) can be returned within 14 days if unused. If you've handled or used them beyond what's needed to inspect them, we may deduct for the loss in value and will explain any deduction.

FAULTY, DAMAGED OR INCORRECT PRODUCTS Products must be of satisfactory quality, fit for purpose and as described. If something is wrong, email us with your order number and a description of the problem. Photos help, but you won't lose any rights if you can't send them.

• Within 30 days of delivery, you can reject a faulty product and get a full refund.
• After 30 days, you may be entitled to a repair or replacement, and then to a price reduction or refund if that doesn't fix the problem.
• If a fault appears within six months of delivery, it's generally treated as having been there at delivery unless we can show otherwise.

These rights apply even if the product has been opened. We'll cover reasonable return costs for goods that are faulty, damaged or incorrect. Please tell us about any damage in transit as soon as you notice it.

ORDERS THAT DON'T ARRIVE If your order hasn't arrived when expected, contact us. We'll investigate with the carrier and, if it can't be found, send you a replacement or a refund.

HOW TO RETURN AN ITEM Email us first with your order number and the items you're returning, and we'll send you the return address and instructions. Please don't send returns to the sender address on your parcel. Pack the goods securely and keep proof of postage. Please include the original packaging where reasonably possible. Missing packaging alone won't invalidate a return.

REFUNDS

• If you cancel your whole order, we refund the price you paid and the standard delivery charge. If you chose a more expensive delivery option, the extra cost isn't refunded.
• If you cancel part of an order, we refund the price you paid for the returned items, including your share of any discount. Delivery refunds depend on whether the delivery charge would have been the same for the items you keep. If the items you keep wouldn't have qualified for a multi-buy discount or free delivery on their own, we may adjust the refund, and we will tell you the amount before we process it.
• We don't charge a restocking or cancellation fee.
• We refund you without undue delay, and no later than 14 days after we receive the goods back or you show proof that you sent them, whichever is earlier. If you cancel before dispatch, we refund within 14 days of your cancellation.
• Refunds go to your original payment method. Your bank or card provider may take a few more days to show it.

REACTIONS AND PRODUCT SUITABILITY We recommend patch testing new products. If a product irritates your skin or scalp, stop using it and seek medical advice if needed, then contact us so we can look into it. A reaction doesn't automatically mean a product is faulty, but nothing here limits your rights for unsafe, faulty or misdescribed goods.

INTERNATIONAL CUSTOMERS If you're outside the UK, any mandatory consumer rights in your country continue to apply.

MODEL CANCELLATION FORM Complete and send this only if you wish to cancel your order.

To: Bianca Rosa.co, Biancarosa.co.designteam@gmail.com I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: Goods: Order number: Ordered on / received on: Name of consumer(s): Address of consumer(s): Signature (only if sent on paper): Date: