Returns Policy, Terms of Service & Privacy Policy - last updated 1 August 2026
Returns & Refunds Policy
Our approach
We offer refunds on a case-by-case basis, including on items that have been opened or used. We know that with skincare, you sometimes can't tell whether a product suits you until you've tried it, and we'd rather make things right than have you stuck with something you don't love.
To request a cancellation or refund, email heather@brawskin.com within 30 days of receiving your order with your order number and a short note on why the product wasn't for you. We may ask for a photo (for example, if a jar arrived damaged) but won't always need the item posted back to us - we'll let you know what's needed on a case-by-case basis.
Faulty or damaged items
If a product arrives damaged, faulty, or not as described, you're entitled to a repair, replacement or refund under the Consumer Rights Act 2015. Please contact us as soon as possible with photos of the damage or fault.
How refunds are issued
Once a refund is agreed, we'll process it within 14 days to your original payment method. Refunds may take a few additional days to appear depending on your bank or card provider.
Allergic reactions or skin sensitivity
We recommend you always patch test first when trying any new product. If you experience irritation or an allergic reaction, stop using the product immediately, rinse the area with water, and seek medical advice if needed. Please also let us know - we take this very seriously.
Terms of Service
These terms apply when you buy products from brawskin.com or in person from Braw Skin Ltd. By placing an order, you agree to these terms.
Our products
Braw Skin products are handmade in small batches using natural, plant-based ingredients. Because of this, you may notice slight variation between batches in colour, scent or texture - this is normal and not a fault.
Full ingredient (INCI) listings, allergen information, usage instructions and any precautions are provided on each product's outer packaging and product page. We recommend patch-testing any new product before full use, particularly if you have sensitive skin or known allergies.
Where a product carries a specific caution - for example, our rosemary-containing balm is not recommended during pregnancy - this will always be stated clearly on the label, listing and product description.
Our products are cosmetics intended for topical use and skin conditioning. They are not medicines and are not intended to diagnose, treat or cure any medical condition. If you have a specific skin condition, please consult a doctor or dermatologist before use.
Orders and payment
When you place an order, we'll send confirmation by email. A contract is formed once we accept and confirm your order. All prices are shown in GBP and include VAT where applicable. Payment is taken at checkout via our website's payment provider.
Shipping
Orders are shipped via Royal Mail. Estimated delivery times are shown at checkout and are not guaranteed. Risk in the products passes to you once they're delivered to the address you provided. Please make sure your delivery address and contact details are correct - we can't take responsibility for orders sent to an incorrect address supplied at checkout.
Cancellations and returns
See our Returns & Refunds Policy above for full details on cancelling an order, returning a product, or requesting a refund.
Intellectual property
All content on brawskin.com - including product names, brand imagery, logos, photography and written copy - belongs to Braw Skin Ltd and may not be copied or reused without our permission.
Our liability
We aim to describe our products accurately, but nothing on our website constitutes medical advice. To the extent permitted by law, our liability for any claim relating to a product is limited to the price paid for that product, except where liability cannot be limited by law (for example, in cases of death, personal injury caused by negligence, or product defects under the Consumer Protection Act 1987).
Governing law
These terms are governed by the law of Scotland, and any disputes will be subject to the exclusive jurisdiction of the Scottish courts.
Changes to these terms
We may update these terms from time to time. The version in force is the one published on our website at the time you place your order.
Privacy Policy
Braw Skin Ltd respects your privacy. This policy explains what personal data we collect, why, and how we look after it, in line with UK GDPR and the Data Protection Act 2018.
Who we are
Braw Skin Ltd is the data controller for the personal data described in this policy. Contact: heather@brawskin.com
What data we collect
Contact and order details: name, delivery and billing address, email address, phone number, and order history - collected when you place an order via our website.
Payment information: processed securely by our website's payment provider. We do not store your full card details ourselves.
Mailing list details: your name and email address, if you sign up to our newsletter.
Website usage data: collected automatically via our website platform (Squarespace), such as pages visited and general location, used for basic site analytics.
How we use your data
To process and deliver your order, and to handle any returns, refunds or customer service queries - this is necessary to fulfil our contract with you.
To send you our newsletter, if you've opted in - based on your consent, which you can withdraw at any time.
To understand how our website is used and improve it - based on our legitimate interest in running an effective business.
To meet our legal and accounting obligations, such as keeping order records for tax purposes.
Who we share it with
We share data with the third parties needed to run our business, including:
Squarespace - our website, hosting and e-commerce platform, and payment processing.
Royal Mail (via Click & Drop) - to deliver your order.
Our email newsletter provider, if you've subscribed to our mailing list.
We do not sell your personal data to third parties for marketing purposes.
How long we keep your data
We keep order and customer data for as long as needed to fulfil orders, handle any returns, and meet our legal and accounting obligations (typically up to 6 years for financial records). Newsletter data is kept until you unsubscribe or ask us to delete it.
Your rights
Under UK GDPR, you have the right to:
Access the personal data we hold about you.
Ask us to correct inaccurate data.
Ask us to delete your data, where applicable.
Object to or restrict certain processing, including marketing.
Request your data in a portable format.
Withdraw consent at any time (for example, by unsubscribing from our newsletter).
To exercise any of these rights, email heather@brawskin.com.
Cookies
Our website, hosted on Squarespace, uses cookies for basic functionality and analytics. You can manage cookie preferences through your browser settings.
Children
Our products and website are intended for adults unless specifically stated in the product name or description. We do not knowingly collect personal data from children.
Changes to this policy
We may update this privacy policy from time to time. Any changes will be posted on this page with an updated date.
Last updated: 1 August 2026