Buyer Protection, Returns, Refunds and Disputes

Version 1.0. This policy supplements the Marketplace Terms.

Before buying

Check the seller, photographs, description, condition, quantity, compatibility, safety information and delivery method. Checkout shows the final item price, delivery and transaction service fee. A professional-only account does not by itself determine whether you are legally a consumer for a particular purchase; mandatory rights depend on the purpose of that transaction and the seller's status.

BeautyBye's 48-hour review process

Authoritative delivery or confirmed collection opens a 48-hour platform review window. Use the order issue control promptly for an item not received, carrier loss, transit damage, material mismatch, suspected counterfeit, unsafe or prohibited item, failed dispatch, return to sender, or collection dispute. An open issue blocks an unreleased seller payout while we review it. Missing this platform window may affect how quickly BeautyBye can preserve payment or carrier evidence, but it does not extinguish a statutory right that cannot lawfully be excluded.

Evidence and cooperation

Keep the item, packaging, labels and accessories. Provide clear photographs, the listing and order details, tracking or collection evidence, and a concise account of the problem. Do not use, alter, repair, dispose of or return an unsafe or suspected counterfeit item until instructed, unless necessary to prevent immediate harm. Buyer and seller must respond reasonably to information and return requests.

Outcomes

BeautyBye may reject an unsupported claim, request more evidence, arrange a return, approve a full or partial refund, cancel an undelivered order, or refer safety, fraud, carrier or intellectual-property issues for further review. Refund components depend on the reason, evidence, applicable law and sums actually charged. Approved card refunds are submitted to Stripe; your bank controls when the credit becomes visible. A provider dispute or chargeback is separate and may pause our process.

Consumer rights

Where a seller is acting as a trader and you are acting mainly outside your trade or profession, goods must be as described, satisfactory, fit for purpose and safe. Distance-sale cancellation rights may also apply, usually for 14 days after delivery. Exceptions can apply, including to goods sealed for health or hygiene reasons once unsealed. A change-of-mind return is not automatically available for a business-to-business sale. The seller remains responsible for statutory remedies; BeautyBye's process helps administer them and does not replace them.

Complaints

Raise an order issue first, then email customerservice@beautybye.co.uk if you disagree with the handling or cannot use the in-product control. Include the order number and requested outcome. We will review the available record and explain our final platform decision. This does not prevent court action, chargeback rights or another remedy available by law.