Refund policy

Last updated: 11 September 2026

Return window

You have 30 days from the day your order is delivered to request a return. After 30 days we are no longer able to accept the item back.

What we can accept

  • Unused and unopened items in their original packaging, with any seals intact.
  • Every part of a bundle or multi-pack. Bundles are sold as a set and need to come back as a set.

What we cannot accept

  • Opened, used or part-used tubes and jars. These are topical products applied to the skin, so once a seal is broken the item cannot be resold or restocked.
  • Items sent back without a return authorisation (see below).
  • Items posted more than 30 days after delivery.
  • The free tube from a Buy One Get One order on its own — the paid item has to come back with it.

How to start a return

  1. Email info@signaturenumbing.co with your order number and what you would like to return.
  2. We reply within one business day with a return authorisation and the address to send it to. Please do not post anything back before you have this — parcels that arrive without an authorisation cannot be matched to an order.
  3. Pack the item securely and send it back using a tracked service.

Who pays return shipping

Return postage is paid by you, and the original shipping charge is not refunded. We strongly recommend a tracked service: until the parcel reaches us it remains your responsibility, and we cannot refund a return that never arrives.

If the return is our mistake, we cover the cost instead — see the next section.

Damaged, faulty or wrong items

Email info@signaturenumbing.co within 7 days of delivery with your order number and a photo of the item and its packaging. We will send a replacement or issue a full refund, whichever you prefer, and you will not be asked to pay return postage.

Refunds

Once your return reaches us we inspect it and email you the outcome within 2 business days. Approved refunds are issued to the original payment method.

Your bank or card issuer then needs a further 5–10 business days to post the money to your account. That part is outside our control, so if the refund has been confirmed by us but has not appeared yet, it is usually sitting with your bank.

Exchanges

The fastest way to swap sizes is to return the unopened item for a refund and place a new order straight away. That way you are not waiting for the return to reach us before the replacement ships.

Cancelling or changing an order

Orders leave our warehouse quickly. If you need to cancel or correct a delivery address, email us as soon as you can and we will stop the order if it has not already been picked. Once it has shipped it has to be handled as a return.

Wholesale orders

Case-quantity wholesale orders are handled individually rather than under the 30-day window above. If there is a problem with a wholesale shipment, email us and we will work it out with you directly.

Contact

Signature Numbing Co
info@signaturenumbing.co

We answer Monday to Friday and aim to reply within one business day.