Returns Policy


We want our customers to feel safe and confident when purchasing products from us. It may happen occasionally that the parcel or products will arrive not in the same condition as you expect. In order to protect you from this event we have created a 14 days return policy that will apply to all purchases made through our website. This policy is valid for 14 days from receiving the parcel.

Returns – fault of our own:

If the fault is our own we will accept returns for products under the conditions that products are either:
* Out of date
* Received wrong product
* Damaged in transport

In any of these cases products must be unopened and in original packaging. If the product have been opened it will be deemed as accepted and your return request will be dismissed.

We will not accept any returns outside of the conditions mentioned above and especially if you claim that product:

* Is of different color or smell to what you expect
* Has different effect on your skin to what you expect
* Has unlikely reaction to your skin


In order to process your return we will request an evidence of the faulty product to be sent to us. We are happy to accept the pictures taken with you phone/camera. After sending required evidence please allow up to 5 working days to have the return dealt with.

You can upload pictures via our Refund/Cancellation form here.

Returns – customer request:

You can also return and item if you change your mind and do not want it. To be eligible for a return, your item must be unused, unopened and in the same condition that you received it. It must also be in the original packaging.

If you wish to return the item you will have to cover the costs of shipping. Please return the parcel to mentioned address below.

To complete your return, we require a receipt or proof of purchase – please attach that along with your product or if received electronically – please attach it to the email send along with evidence (in case of our fault return).

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 14 days after delivery

For returns please fill this form: Return Form – you can also attach pictures to that form.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged.

If you need to exchange it for the same item, send us an email at and send your item to:

The Collagen Company

Office 331
58 Peregrine Road

IG6 3SZ.

Bare in mind that we will have to charge you for delivery. This option also depends on stock available that we have.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

To return your product, you should mail your product to:

The Collagen Company
Office 331
58 Peregrine Road

If you decide to return the item at will then you will be responsible for paying for your own shipping costs for returning your item.

If you choose an exchange option the cost of shipping will also be charged additionally on your account.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item, you should consider using a tracked shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.