LOOKFANTASTIC returns explained: what can you take back?

What LOOKFANTASTIC's policy says (checked 1 November 2026)

• 30 days from receiving the item to start a return.
• Items must be "unopened, unused and any seals are intact".
• Damaged, faulty or wrong items go to customer service and are handled "case-by-case", with photo or video evidence.
• No exchanges.
• The policy is "offered in addition to" your legal rights.

Source: LOOKFANTASTIC refunds and returns. We don't quote refund times, because the page gives different ones in different places.

Your legal rights if you bought online or by phone

• For most online orders you can cancel up to the end of 14 days after the day you receive the goods. You then normally have 14 days after telling the seller to send them back. CCR regs 29–30 Reg 35
• The hygiene exception: the right to cancel ends for "sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery". All three parts have to apply. Opening something doesn't automatically end your right. Reg 28(3)(a)
• If you handle a product more than you'd need to in a shop to see what it's like, the seller can take off the drop in value. Reg 34(9)–(12)
• This right doesn't apply to things you bought in a shop.

Your legal rights if it's faulty (online or in a shop)

• Goods must be of satisfactory quality, which includes being safe and free from minor defects, and must match their description. CRA s.9 CRA s.11
• If they don't, you normally have 30 days to reject them for a refund. That's a right for faulty goods, not a 30-day satisfaction guarantee. CRA ss.19 and 22
• A skin reaction on its own doesn't prove a product was faulty.

Frequently asked questions

Sources

• LOOKFANTASTIC refunds and returns (lookfantastic.com)
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk)
• Consumer Rights Act 2015 (legislation.gov.uk)