Refund policy

Return & Refund Policy

Darcy & Wells (FF Commerce LTD) — Beauty & Health Care Return Terms, Withdrawal & Refunds for EU, UK, US, CA & NZ | Last updated: October 2026

At Darcy & Wells (accessible at https://darcywells.com/ and commercially operated by FF Commerce LTD, UK Company No. 17398899), your health, satisfaction, and peace of mind when purchasing beauty and wellness products are our top priorities. This policy outlines your legal consumer rights, hygiene regulations, and step-by-step instructions for returns, exchanges, and refunds across our service regions in the European Union (EU), United Kingdom (UK), United States (US), Canada (CA), and New Zealand (NZ).

30-DAY COMMERCIAL RETURNS | STATUTORY WITHDRAWAL RIGHTS | HEALTH & HYGIENE PROTECTION | £0.00 / $0.00 / €0.00 RESTOCKING FEE

1. Statutory Right of Withdrawal & Extended Policy

Statutory Right of Withdrawal: Under applicable consumer protection legislation in the EU, UK, US, Canada, and New Zealand, customers hold a statutory 14-day right of withdrawal from the date of package delivery to return items without specifying a reason, subject to mandatory health and hygiene restrictions detailed below.

Darcy & Wells Commercial Guarantee: To ensure you are fully confident in your beauty and health purchases, Darcy & Wells extends this window to a total of 30 days from the date of delivery for all eligible, unsealed products.

2. Item Eligibility & Health & Hygiene Exclusions

Due to strict public health and personal hygiene regulations governing beauty, cosmetics, skincare, and health products, specific return conditions apply across all destinations:

  • Unopened & Sealed Condition: To be eligible for a change-of-mind return, items must be brand-new, unused, unopened, and in their original factory-sealed packaging with all tamper-evident seals intact.
  • Hygiene Exclusion (Opened Cosmetics & Skincare): Skincare creams, serums, makeup, haircare, body care, opened supplements, personal grooming tools, or unsealed beauty devices cannot be returned once opened, unsealed, or tested due to health protection and hygiene reasons, unless proven defective upon arrival.
  • Custom & Final Sale Items: Personalized goods, custom beauty sets, or designated final sale merchandise cannot be returned unless damaged or incorrect.

3. Step-by-Step Return Procedure

All product returns must receive formal authorization prior to physical dispatch:

  • 1. Authorization Request: Contact customer support via email at info@darcywells.com with your order number, product details, and reason for return.
  • 2. RMA & Warehouse Address: Once approved, our team will issue a Return Merchandise Authorization (RMA) number and provide the exact address for our designated central logistics return facility.
  • 3. Secure Packing & Postage: Pack the sealed items securely to prevent transit damage. Send the parcel using a trackable postal or courier service. Return shipping postage is paid by the customer for standard change-of-mind returns.

4. Refunds & Processing Fees

We charge £0.00 / $0.00 / €0.00 restocking fees on all authorized returns.

  • Quality & Seal Inspection: Upon receipt at our central warehouse, returned products undergo a mandatory hygiene and seal inspection to confirm items remain unopened and untampered. You will receive email confirmation once inspected.
  • Refund Settlement: Approved refunds will be issued within 7 business days back to your original payment method. Depending on your financial institution, funds may take an additional 1–3 business days to settle in your account.

5. Damaged, Leaking or Incorrect Items

If a beauty product or device arrives damaged, leaking, defective, or incorrect, please notify us within 48 hours of receipt at info@darcywells.com. Please include clear photos or videos showing the issue and outer packaging. Darcy & Wells will cover all return postage fees and provide an immediate replacement or full refund.

⚠️ CRITICAL NOTICE: LONDON OFFICE IS NOT A RETURN FACILITY

Our main business address in London (71–75 Shelton Street, London, WC2H 9JQ, United Kingdom) is strictly an administrative head office and CANNOT process or accept physical product returns.

Do NOT ship return parcels to our London administrative office. Unsolicited packages sent to this address will be automatically rejected and returned at your expense. All physical returns must be pre-approved by contacting customer care at info@darcywells.com to obtain an official RMA and routing instructions for our authorized central return warehouse.

Darcy & Wells — Corporate & Contact Details

Store Brand: Darcy & Wells | Website: https://darcywells.com/

Operating Entity: FF Commerce LTD (Company No. 17398899)

Email Support: info@darcywells.com | Service Markets: EU, UK, US, CA & NZ

Central Return Facility

Darcy & Wells Returns
Central Logistics Warehouse Address
Provided via Email Approval
(Prior email authorization mandatory)

Administrative Registered HQ

FF Commerce LTD
71–75 Shelton Street
London, WC2H 9JQ
United Kingdom
(Admin Office Only — No Returns Accepted)

© 2026 Darcy & Wells | Part of FF Commerce LTD | All Rights Reserved