Last updated: October 2026
We want you to love what you order from Miss Petty. This policy explains how returns and refunds work for our cosmetics and skincare, and sits alongside your statutory rights, which are never affected.
Your 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel your order for any reason within 14 days of the day you receive your goods. You then have a further 14 days to send the goods back to us.
To cancel, email concierge@misspetty.com with your order number and the items you want to return. You can use any clear statement; no special form is needed.
Our 30-day goodwill return
Beyond your legal right, we extend returns to 30 days from delivery for products that are unopened, unused and still sealed, in their original packaging.
Opened or used products
For hygiene and safety reasons we cannot accept returns of cosmetics or skincare once the seal has been broken, or once the product has been opened or used. This is permitted under the Regulations for goods that are sealed for health or hygiene reasons and cannot be resold once unsealed. If you open a product, your 14-day cancellation right for that item ends.
This does not affect your rights if a product is faulty, damaged or not as described (see below).
Faulty, damaged or incorrect items
If your order arrives damaged, is faulty, or is not what you ordered, please contact us at concierge@misspetty.com as soon as you can, ideally within 48 hours of delivery, with your order number and a photo of the item and its packaging. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. We will offer a replacement or a full refund, including the original delivery cost, and we will cover the cost of returning the item.
Skin reactions and sensitivities
If a product disagrees with your skin, stop using it straight away and seek advice from a pharmacist or doctor if irritation continues. Please then contact us with your order number, the product name and batch code (printed on the packaging) so we can look into it. Where a product has caused a reaction, we will treat it as a priority and, once we have the details, will arrange a refund or exchange, even if the product has been opened. We recommend patch testing new products, and checking the ingredient list, before first use.
How to return an item
- Email concierge@misspetty.com with your order number and what you would like to return.
- We will reply with return instructions and the address to send your parcel to.
- Pack the items securely in their original packaging and send them back. Please use a tracked service and keep your proof of postage, because you are responsible for the parcel until it reaches us (except for faulty or incorrect items, where we cover the cost).
Unless the item is faulty or we sent the wrong thing, you pay the cost of sending goods back.
Refunds
Once we receive and check your return we will email you to confirm. Refunds are made to the original payment method within 14 days of us receiving the goods (or of you providing proof that you have sent them). We refund the price of the items and the standard delivery charge you paid if you are cancelling the whole order; any extra cost for a more expensive delivery option than our standard one is not refundable.
If you paid with Klarna, Clearpay or PayPal Pay in 3, your refund is processed through that provider and your instalment plan is adjusted by them. Timings can vary, so please check with the provider if you have questions about your schedule.
If a returned item shows signs of use or has been opened, or is missing from the parcel, we may refuse the refund for that item or reduce it to reflect the loss in value.
Items we cannot take back
- Opened, used or unsealed cosmetics and skincare (unless faulty, damaged or not as described).
- Samples and free gifts.
- Gift cards.
- Any item clearly marked final sale at the time of purchase (this does not affect your rights for faulty goods).
Sale items can be returned in the same way as full-price items unless they are marked final sale.
Exchanges
If you would like a different shade or product, return the original unopened item as above and place a new order. This is the quickest way to make sure you get what you want.
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer in the United Kingdom.
Questions
Email us at concierge@misspetty.com and we will be happy to help.