Returns | Discount Cream

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Returns & Refunds

At Discount Cream, we take great care in selecting our products, and we sincerely hope that you will be pleased with your purchase.

However, we understand that there might be occasions when you wish to return an item to us – if you are looking to return an order to us you can find our guide and Return Policy below.

Return Requirements – How To Return

Our Returns Policy – 14 Day Money Back Guarantee*

All orders must be returned to us within 14 days of successful delivery, following our Return Requirements.

Damaged or faulty items

If you receive a parcel with any damages or faults, it is essential to report them to our Customer Care Team within 2 working days. You can reach us by email to report this.

In this event we will gladly offer a replacement or a refund for the item, provided you report it within a reasonable time frame (2 working days). In some cases, we may need the damaged or faulty item to be returned to us. We can arrange a collection or ask you to post it back to us, and we will reimburse the charges. If we arrange the collection of damaged or faulty items, we strive to accommodate your schedule and collect from a suitable address.

After we receive the product and conduct testing, we will inform you if it is found to be in good working order. In this situation, we will deduct a £10 collection fee from the refund or offer to return the item back to you – if the product is found to be faulty/damaged there will be no charge. 

Our goal is to ensure that you are satisfied with your purchase, and we are here to assist you throughout the process. If you have any questions or concerns, don’t hesitate to contact our Customer Support Team. 

Unwanted Items

If you wish to return your order, please do so within 14 days of receiving it. The cost of returning the goods is your responsibility. We can arrange a collection with our couriers for unwanted items, but there will be a charge of £10 per parcel for this service. Please note that if the arranged collection fails, an additional £10 per parcel fee will apply.

While the goods are in transit until they reach our offices, you are responsible for them. Any loss or damage during transit will be your responsibility, and you may need to address it with your delivery service providers.

Once we receive the returned goods, we will issue a refund for the value paid for those items. The original shipping cost will not be refunded.

To be eligible for a refund, all unwanted items must be in unused condition and in their original packaging. 

Incorrect Item Received

Our team takes the utmost care in packing our orders. However, should you receive an incorrect item from us, please get in touch with our customer support team within 2 working days along with pictures showing the incorrect item received and packaging the product was packed in. They will assess the situation and determine the most appropriate course of action based on the product you received.

You may be asked to return the incorrect item to us via your local post office, and upon providing proof of receipt, we will refund you the postage charges. Alternatively, we may arrange a collection of the item from your location where the cost of return will be covered. Rest assured that we will strive to accommodate your schedule and collect the item at a convenient time and from a suitable address. Our goal is to resolve the issue swiftly and smoothly to ensure your satisfaction.


Goods returned but lost in transit

When returning goods to Discount Cream, we advise customers to handle them with reasonable care until they reach us. To ensure the safe return of the goods, we recommend using a secure and traceable delivery service while suitably packaging the items for transit. It is essential to obtain a receipt as proof of postage. The safe return of goods is the responsibility of the customer, including damages occurred during the return. 

In certain situations, we may either arrange for the collection of the goods or instruct you not to return them to us.

If, unfortunately, your parcel gets lost in transit during the return process, please file a claim directly with the courier used for the return. Discount Cream will not be held liable for items lost in transit during the return.

Refunds & Replacements

We aim to process and handle all returns within 14 working days after receiving them. If you opt for a refund, the time it takes to appear in your account depends on your provider and account type, typically taking around 3 days but can take up to 5.

If you choose a replacement, the delivery will follow the standard delivery time for your region, as indicated on our delivery page.

If we have organised your return on your behalf with one of our couriers, the cost of the return will be deducted from your refund total. If you miss the collection appointment, this charge will also be deducted from your total refund. 

Cancellation of orders that haven’t been shipped

Once an order is placed, our team begins processing the order as soon as possible for speedy delivery. In the case where you may wish to cancel your order before dispatch has occurred, you can contact our Customer Care team to request this and where possible our team will do our best to arrange this for you before the product is dispatched. However once our team begins the dispatch process, we are unable to cancel orders and the return process must be followed.