Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 01/05/2016.


Our Returns Policy is really simple


We designed our products so that they focused solely on delivering results and as such we are very confident in our products. If for whatever reason you feel like a product doesn’t agree with your skin then you can relax, as we offer a 30-day (calendar days!) satisfaction guarantee. Simply follow the below instructions and we’ll gladly exchange your product for
another, or offer you your money back with no fuss.


How to return your item to us


– You may cancel any order before it has been dispatched for a full refund.

– Please email [email protected], with your issue and any requests, quoting your order number.

– If we have delivered the wrong product or one that is faulty in some way, please email us at [email protected] to arrange a
replacement. Please provide a proof of postage, so that we can refund your postage costs.

– Once we approve your return with either a replacement product or a refund, we will provide a return address.

– Unless returns are faulty, the cost of return postage lies with the customer. Once products are received we will issue a refund as soon as possible. Please be sure to provide a proof of posting with all returns.

– Please note that if you bought a Cloud 9 Skin Solutions product from another retailer, you should always return it to them.

Wrong Item Received

We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must return the item in the same condition you received it and within 30 days from the day on which you received the item.

Damaged or Faulty Items

Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next. Our Returns Policy for faulty items upholds your statutory rights.

Item Not Received

We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must inform us that you have not received your item within 14 days from the day on which you received an email from us confirming that the item had been dispatched.

Your Statutory Rights

Our Returns Policy does not affect your statutory rights. For more information about your other statutory rights, please visit the UK Government’s website at: or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

What to do to return your item to us

Contact us via email at [email protected] You must inform our customer service team of your order number, the item you are returning and the reason for return. We will then provide you with a return address. Please package the item securely and include inside the package your order number, name and address. Please obtain a proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything and without it, however, we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item. Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

What we'll do next

All products returned to us are checked by our Returns Department. If you are entitled to a refund then we will refund the price of your item (including the cost of delivery). Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt. We will refund the original credit/debit card/PayPal account used to purchase the item. If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund. Please note that we can only refund the postage costs for returning an item where: we sent you the wrong item, or the item is damaged or faulty. We will not refund postage for items found to be in good

Christmas Period Returns Policy

We don’t want you to worry about anything during the Christmas holiday period, so that you can relax and buy all your gifts before the Christmas rush. We therefore have an extended our returns policy for Christmas – all items purchased after the 15th November in any year can be returned up until the end of January in the following year.


If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter. Please contact our customer service representatives at [email protected] or by post at Customer Service Department, Koochi Ltd, Waterloo Road, London SE1 8UL.