The short version

Return window

The return period is 30 calendar days from the delivery date shown in the carrier's tracking record. Requests made after 30 days can only be accepted where the item is faulty and covered by applicable consumer law.

Returned goods must reach us within 14 days of a return authorisation being issued, so that we can process the refund against the right order.

Condition of returned goods

• Unopened items — original seal, outer carton and any protective film intact, with all accessories and literature included.
• Opened items — accepted where the product does not suit your skin, or where it is faulty; lightly used is fine, empty is not.
• Gift sets and bundles — returned complete; partial returns are refunded at the individual item value, not the bundle price.
• Free gifts — must be returned too, or their value is deducted from the refund.

Our skin-comfort promise

Skincare is personal, and a formula that suits most people will not suit everyone. If you open a skin care product from ryxqel and it causes persistent discomfort, tell us within 30 days of delivery: describe what you experienced, and we will arrange a refund, a replacement, or store credit toward a formula better matched to your skin.

This promise sits alongside, and does not replace, your statutory consumer rights.

How to start a return

1. Email service@ryxqel.com with your order number, the item(s) and the reason. For damaged or incorrect goods, attach photographs.
2. We reply within one business day with a return authorisation and the correct return address.
3. Pack the item securely, ideally in the original carton, and include the authorisation reference.
4. Ship it using a tracked service and keep the receipt until your refund is confirmed.
5. We inspect and process within 3 business days of receipt, then email confirmation.

Refunds

• Approved refunds are issued to the original payment method; where that is impossible, store credit is offered instead.
• Allow 5–10 business days after our confirmation email for the amount to appear, depending on your bank.
• Original shipping is refunded when the return is due to our error or a faulty item. For change-of-mind returns, the original shipping charge is not refunded.
• Duties and taxes you paid on import are claimed back from your customs authority; we supply any documentation you need.

Exchanges

The fastest route is to place a new order and return the original for a refund — stock moves quickly and this avoids a sale selling out while a parcel travels. If you would prefer a direct exchange, say so in your return request and we will reserve the replacement where possible.

Damaged, faulty or wrong items

Report within 7 days of delivery with photographs of the outer packaging, the inner packaging and the item. We cover return shipping and, at your choice, send a replacement or issue a full refund including original postage. Keep all packaging until we advise otherwise — carriers usually need to inspect it.

Cancellations

Before dispatch, email service@ryxqel.com with your order number and we will cancel and refund in full, provided the parcel has not yet been handed to the carrier. Once dispatched, the return process above applies instead.

Who pays return shipping

Where you cover return shipping, please use an economical tracked service — untracked parcels that go missing cannot be refunded.

Non-returnable items

• Items returned after the 30-day window, unless faulty.
• Products that have been substantially used, decanted, or altered.
• Gift cards and store credit.
• Items marked final sale or clearance at the time of purchase.
• Free promotional gifts returned on their own.