Refund policy
We want you to feel confident buying from us. Here's exactly where you stand.
Unopened items
If your order arrives and you change your mind, you can return it within 14 days of delivery, provided the packaging and product seal are still intact and unopened.
- Return shipping is at your own cost.
- Once we receive and inspect the returned item, we'll refund the product price to your original payment method.
- Please allow up to 10 business days for your bank or card provider to process the refund once it's issued.
To start a return, email us at hello@profilessb.com with your order number before sending anything back. Items returned without contacting us first may not be accepted.
Opened or used items
Because our products are cosmetic and applied directly to skin and scalp, we're unable to accept returns or offer refunds once a product's seal has been broken or the item has been used. This is standard practice across the cosmetics industry for hygiene reasons, and applies even if you're simply not happy with the results.
If you're unsure whether a product is right for you, feel free to contact us before purchasing — we're happy to answer questions about suitability.
Faulty, damaged, or incorrect items
This is separate from the above, and always applies: if your order arrives faulty, damaged in transit, or different from what was described, you're entitled to a repair, replacement, or full refund — including return shipping costs — regardless of whether the item has been opened. This is a statutory right under the UK Consumer Rights Act 2015 and isn't affected by anything else in this policy.
To report a faulty or incorrect item, email hello@profilessb.com with your order number and a photo of the issue, and we'll sort it as quickly as possible.
Subscriptions
If you're on a subscription, you can skip, pause, or cancel future deliveries at any time from your account, or by emailing us. Cancelling stops all future charges — it doesn't affect orders already shipped, which follow the returns terms above.
Non-returnable items
Sale items and gift cards are not eligible for return.
Questions
If anything here is unclear, email us at hello@profilessb.com — we're happy to help before or after you buy.