Last updated: October 17, 2026

Returns, Refunds & Cancellations Policy

At Island Play, we take pride in delivering quality beauty and self-care products. Your safety and satisfaction are important to us, and we aim to ensure every order arrives in excellent condition.

Please review our policy before making a purchase.

1. Returns & Exchanges

Due to the personal nature of cosmetics, skincare and beauty products, and to protect product hygiene and safety, Island Play does not offer voluntary returns or exchanges for changes of mind, unwanted purchases or personal preferences.

This includes products that have been opened, tested or used.

Where applicable, customers retain their statutory rights to cancel eligible online purchases and receive remedies for faulty, damaged or incorrectly supplied goods.

2. Sale, Discounted & Promotional Products

Products purchased during sales, clearance events, promotional offers, special discounts or using discount codes are considered final sale for voluntary returns and exchanges.

This also applies to products purchased wholly or partially using gift cards, store credit or promotional vouchers.

We do not offer additional discretionary returns, refunds or exchanges on these purchases.

These conditions do not affect statutory cancellation rights or legal remedies for faulty, damaged, misdescribed or incorrect products.

3. UK & EU Cancellation Rights

Customers purchasing online in the United Kingdom or European Union generally have the right to cancel eligible purchases within 14 days of receiving their goods, unless a legal exemption applies.

To exercise this right, please contact us within the cancellation period. You must then return the eligible products within a further 14 days.

Returned products should be handled only as reasonably necessary to inspect them. Where permitted by law, we may reduce the refund to reflect any loss in value caused by excessive handling, use or damage.

Where products are supplied with hygiene seals and are legally exempt from cancellation once unsealed, we cannot accept change-of-mind returns after those seals have been broken.

Customers are responsible for the direct cost of returning eligible change-of-mind purchases. We recommend using a tracked return service, as customers remain responsible for returning the items to us.

Your statutory cancellation rights apply regardless of whether products were purchased at full price, at a discount or using a gift card.

4. Order Cancellations

If you need to cancel or amend an order, please contact us as soon as possible, preferably within one hour of placing it.

We cannot guarantee that changes can be made once an order has entered processing or dispatch.

This does not affect your statutory cancellation rights.

5. Shipping, Lost Parcels & Delivery Issues

Island Play may offer complimentary standard shipping on orders meeting the advertised minimum order value.

Available delivery services, estimated delivery times and any tracking options will be displayed at checkout.

We recommend selecting a tracked shipping service for additional visibility of your parcel's journey.

Once your order has been dispatched, delivery is managed by our shipping partners. However, Island Play remains responsible for ensuring your order is delivered in accordance with applicable consumer law.

If your order is delayed, missing or has not arrived, please contact us so we can investigate with the delivery provider.

Where an order is confirmed lost or undelivered, we will arrange an appropriate replacement or refund in accordance with your statutory rights.

6. Damaged, Faulty, Missing or Incorrect Items

We carefully check and package orders before dispatch to minimise errors and damage during transit.

Please inspect your order upon delivery and contact us promptly if you notice any damage, defects, missing products or incorrect items.

We encourage customers to report visible delivery issues within 48 hours of receipt to help us investigate quickly. This is not a restriction on your statutory rights.

When contacting us, please include:

• Your order number

• A description of the issue

• Clear photographs or video evidence, where reasonably available

• Any additional relevant product or packaging information

We will review the information provided and may request further details to complete our investigation.

Where a product is confirmed faulty, damaged, misdescribed or incorrectly supplied, we will provide an appropriate resolution in accordance with applicable consumer protection laws.

This may include a replacement, refund or other legally required remedy.

Where a return is necessary for a qualifying faulty or incorrect item, Island Play will cover reasonable return costs.

7. Product Quality, Shades & Skin Sensitivities

We aim to represent our products accurately through product descriptions, images and ingredient information.

Please note that cosmetic shades and finishes may appear slightly different depending on lighting, photography and individual screen settings.

Personal preferences relating to colour, texture, fragrance, finish or suitability do not automatically qualify for a discretionary refund or exchange.

We recommend reviewing product descriptions, ingredients and usage instructions before purchasing.

If you experience an unexpected skin reaction or suspect a product quality issue, discontinue use and contact us.

We will assess reported concerns individually and investigate potential product defects or safety issues where appropriate.

Your statutory rights remain unaffected.

8. Gift Cards

Island Play gift cards are delivered electronically and may be redeemed against eligible products on our website.

Gift cards are not exchangeable for cash, except where required by law.

Unused gift cards may be cancelled and refunded where applicable statutory cancellation rights apply.

Products purchased using gift cards are subject to the same returns, refunds and cancellation conditions as products purchased using other payment methods.

Where a qualifying refund is due for a purchase made using a gift card, the gift-card-funded portion will ordinarily be refunded to a gift card, unless applicable law requires otherwise.

Additional promotional gift card terms may apply where clearly disclosed at the time of purchase.

9. Refund Processing

Once a return or refund request has been reviewed, we will confirm the outcome and any next steps.

Approved refunds will be processed using the original payment method unless otherwise agreed or required by law.

For eligible statutory cancellations, refunds will be issued within the applicable legal timeframe, generally within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier.

Where required, refunds for cancelled orders will include the original standard delivery charge. Additional premium or express delivery costs are generally excluded.

Please allow additional time for your bank or payment provider to process the transaction.

10. How to Contact Us

For cancellations, returns, damaged orders, missing items or product quality concerns, please contact our customer care team:

Island Play Limited

Email: admin@islandplaycosmetics.com

Please include your order number and a brief description of your enquiry.

Do not send products back without first contacting us for return instructions.

11. Your Statutory Rights

Nothing in this policy excludes, restricts or overrides your rights under applicable consumer protection laws, including the UK Consumer Rights Act 2015, Consumer Contracts Regulations 2013 and applicable European Union consumer legislation.

Where statutory rights apply, they take precedence over our voluntary returns and exchanges policy.