isitbannedintheuk.co.uk

Your beauty rights

Can you return opened makeup in the UK?

Jurisdiction: United KingdomLast checked

The short answer

Sometimes. Opening a cosmetic does not automatically remove every right to return it. The answer depends on whether you changed your mind, whether a hygiene exception applies, and whether there is something wrong with the product. CCR regs 28–35 CRA ss.9–24

"No returns on cosmetics" might describe a shop's change-of-mind policy. It is not a magic sentence that makes your statutory rights disappear. Which?

Bought it online?

For an ordinary eligible online purchase from a business, you normally have until the end of 14 days after the day you receive the goods to notify the seller that you are cancelling. You then normally have another 14 days after notifying it to send the goods back. Reg 30 Reg 32 Reg 35

However, there is an exception for goods supplied sealed which are unsuitable for return for health-protection or hygiene reasons, if they become unsealed after delivery. The important point is that all those conditions matter, not merely whether you opened something. Reg 28(3)(a)

Opening the delivery carton is not, by itself, the statutory test. The question concerns the relevant seal on goods unsuitable for return for those health or hygiene reasons. Reg 28(3)(a)

Where the cancellation right remains available, handling beyond what is necessary to establish the product's nature, characteristics and functioning can justify a deduction for diminished value, subject to the regulations' conditions. A cancellation right is not necessarily a right to use a product and recover its full price. Reg 34(9)–(12)

Bought it in a shop?

There is generally no statutory change-of-mind return right for a non-faulty item bought in store. Whether the shop will accept it usually depends on its returns policy. Which?

That is different from receiving the wrong product, a product that does not match its description, or goods that fail the applicable quality requirements. Those situations can engage statutory rights regardless of whether you bought online or in store. CRA ss.9–11 CRA s.19

What if it is faulty?

Cosmetics sold by a business to a consumer must meet statutory requirements, including satisfactory quality and conformity with their description. Safety is one aspect of satisfactory quality. CRA s.9 CRA s.11

Where goods breach the relevant requirements, a short-term right to reject will normally last 30 days, subject to the statutory timing rules. Later remedies can include replacement, a price reduction or rejection, depending on the circumstances. CRA ss.19–24

A fault"The pump arrived broken"

A change of mind"I tried it and do not like the finish"

Describe the actual problem when contacting the retailer. Those are different complaints.

Frequently asked questions

Can I return makeup after trying it once?

There is no automatic one-use allowance. For an online change-of-mind return, the hygiene exception may apply; if it does not, excessive handling may still reduce the refund. Faulty-goods rights are a separate question. Reg 28 Reg 34

Can I return foundation because the shade is wrong?

If you chose the shade and simply dislike it, consider the applicable cancellation right or retailer policy. If the retailer supplied a different shade from the one ordered, the issue is conformity with the contract, not merely a change of mind. CCR regs 28–30 CRA s.11

Do I need the original receipt?

For a faulty-goods claim, the original paper receipt is not the only possible evidence of purchase. An order confirmation or bank statement may help, although the evidence still needs to establish the relevant purchase. Which?

What do Boots and LOOKFANTASTIC allow?

Boots: the published change-of-mind policy allows 35 days for eligible returns and requires original, unopened and unused condition, with seals intact; it excludes opened or used cosmetics subject to statutory rights. Boots returns policy LOOKFANTASTIC: the published policy allows 30 days from receipt to start an eligible return, requires unopened, unused products with intact seals, and does not offer exchanges; it expressly preserves legal rights. LOOKFANTASTIC returns policy Retailer policies checked: 1 November 2026.

Last checked:

Sources