Refund policy
At Back Off, we want you to feel confident trying our products. If something is not right with your order, please contact us and we’ll do our best to help.
This policy applies to purchases made through www.back-off.co.uk.
Back Off is operated by L.C.L Products Ltd.
For all returns, refunds and order issues, please contact us at:
1. Returns
Due to the personal and hygiene-related nature of our products, we can only accept returns on items that are:
- Unused
- Unopened
- In their original packaging
- In the same condition that you received them
For hygiene reasons, we cannot accept returns of soap bars or skincare products that have been opened, used, damaged after delivery, or removed from their original packaging.
To request a return, please email us at hello@back-off.co.uk with your order number and reason for return.
Please do not send any items back to us without contacting us first.
2. Return Window
You have 14 days from receiving your order to request a return.
If your return is accepted, we will provide instructions on how and where to send your item.
Items sent back to us without first requesting a return may not be accepted.
3. Return Shipping Costs
Customers are responsible for the cost of returning items to us, unless the item is faulty, damaged, or incorrect.
We recommend using a tracked delivery service when returning your item, as we cannot guarantee that we will receive your return.
4. Refunds
Once we receive and inspect your return, we will let you know whether your refund has been approved.
If approved, your refund will be processed back to your original payment method.
Please allow time for your bank or payment provider to process the refund.
Original shipping costs are non-refundable unless your item was faulty, damaged, or incorrect.
5. Damaged, Faulty or Incorrect Items
Please check your order when it arrives.
If your item is damaged, faulty, or you have received the wrong product, please contact us as soon as possible at:
Please include:
- Your order number
- A description of the issue
- Clear photos of the item and packaging
If we confirm that your item is faulty, damaged, or incorrect, we will offer a suitable solution, which may include a replacement or refund.
6. Non-Returnable Items
We cannot accept returns for:
- Opened soap bars
- Used soap bars
- Products removed from their original packaging
- Items damaged after delivery
- Gift cards, if offered
- Any item returned outside the return window
This does not affect your statutory rights if an item is faulty, damaged, or not as described.
7. 60-Day Money-Back Promise
We want Back Off to be simple, honest and low-risk to try.
Our promise is:
Clearer-looking skin, or your money backs off.
If you have used Back Off consistently as directed and feel your skin has not improved after 60 days, please contact us at:
To make a claim under the 60-day promise, you may be asked to provide:
- Your order number
- Proof of purchase
- A short explanation of your experience
- Photos showing your progress, if requested
The 60-day promise applies to your first purchase only and is limited to one claim per customer.
This guarantee is intended for genuine customers who have used the product consistently. We reserve the right to refuse claims that appear fraudulent, abusive, or not in line with this policy.
Refunds under the 60-day promise are processed back to the original payment method.
Shipping costs are non-refundable unless the product was faulty, damaged, or incorrect.
8. Exchanges
We do not currently offer exchanges.
If you need help with your order, please contact us at:
9. Cancelling an Order
If you need to cancel an order, please contact us as quickly as possible at:
If your order has not yet been processed or dispatched, we will do our best to cancel it.
If your order has already been dispatched, you will need to follow the returns process above, provided the item is unopened, unused and in its original packaging.
10. Your Statutory Rights
This policy does not affect your legal rights under UK consumer law.
If your item is faulty, damaged, not as described, or not fit for purpose, you may be entitled to a refund, repair or replacement.
11. Contact Us
For returns, refunds, damaged items or guarantee claims, contact us at:
Back Off
Operated by L.C.L Products Ltd
Email: hello@back-off.co.uk