Returns & Refunds

Returns & Refunds Policy

Last updated: 21 October 2026

We want you to shop with confidence at Alma Latina Store Limited. This policy explains our additional 28-day change-of-mind returns service and your separate legal rights under UK consumer law. Nothing in this policy limits your statutory rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.

1. Our 28-day change-of-mind returns service

For eligible items, you can request a voluntary return within 28 calendar days of receiving your order. Please contact support@almalatina.co.uk with your order number. We aim to respond within three working days and will provide return instructions. Please dispatch the item within 14 calendar days after telling us you wish to return it.

For this additional, voluntary 28-day service, returned goods should be unused, in their original condition and packaging with any original tags, protective seals or hygiene liners intact, subject to the product-specific requirements below. This additional service does not take away the separate statutory cancellation rights described in section 3.

2. Product conditions for voluntary returns

• Fragrances and baby fragrances: unopened and unused, in their original packaging, with original cellophane wrapping intact where supplied.
• Skincare, body care, makeup, hair care, soaps, Boti Baby care and hygiene products: unused and in original packaging, with any protective or hygiene seal originally supplied intact.
• Gift sets: complete, unused and with their constituent items and packaging included. Partial voluntary returns require our prior agreement.
• Swimwear and clothing: unworn and unwashed, with original labels and any hygiene liners attached.

These are conditions for our additional voluntary returns service. We do not apply a blanket exclusion to statutory rights for opened cosmetics, clothing, fragrances or sale items. A statutory cancellation exception for hygiene or health protection only applies where the particular goods qualify as sealed goods unsuitable for return and are unsealed after delivery, as provided by law.

3. Your statutory right to cancel an online purchase

For eligible online orders, you normally have 14 calendar days after receipt to tell us you wish to cancel without giving a reason. You then have another 14 calendar days to send the goods back. For orders delivered in separate parcels, the cancellation period may run from receipt of the last parcel. Certain statutory exceptions may apply, including qualifying sealed goods not suitable for return for hygiene or health protection reasons after unsealing, clearly personalised goods and other cases provided by law.

You can cancel by emailing us at support@almalatina.co.uk or by sending any clear statement of your decision. You may also use the model cancellation notice at the end of this policy, but you are not required to use a particular form.

When a statutory cancellation applies, we refund the price of cancelled goods and the original delivery charge up to the cost of our least expensive generally acceptable standard delivery service. Extra charges for an upgraded or express delivery method are not required to be refunded. Any lawful reduction for excessive handling will be assessed proportionately; reasonable inspection of goods, as would be allowed in a shop, is not in itself a reason to refuse a statutory cancellation.

For statutory cancellations, reimbursement is made without undue delay and no later than 14 days after we receive the goods back or, if earlier, receive evidence that they have been sent back, or the other deadline required by law. Refunds use the original payment method unless expressly agreed otherwise and incur no refund fee.

4. Return postage and sending goods back

For change-of-mind returns, including statutory cancellations where we provided the required information before purchase, the customer generally pays the direct cost of posting items back. We cover return or collection costs where legally required, including relevant faulty, damaged or incorrectly supplied goods. We do not apply automatic restocking or cancellation penalties.

Please ask us for return instructions before sending goods. The return destination for authorised postal returns is Alma Latina Store Limited, 4 Fontmell Close, Swindon, England SN25 2PE, United Kingdom, unless we provide different instructions for your particular return. Pack items securely; keep proof of posting. Contact us if an item is unsuitable for normal postal return.

5. Refunds under the additional 28-day service

For an eligible change-of-mind return made under our voluntary policy outside the statutory cancellation period, we aim to refund the qualifying returned goods within five working days after receipt and inspection. Original delivery charges are generally not refunded for a return made solely under this additional voluntary service. We will always meet any shorter or more protective deadline or refund requirement that applies under law.

6. Faulty, damaged, incorrect or missing goods

Your rights under the Consumer Rights Act 2015 apply regardless of whether an item has been opened, used, is on sale or is outside our voluntary 28-day returns period. This can include a short-term right to reject goods that do not conform to the contract, generally within 30 days, and repair, replacement or other remedies in the circumstances provided by law. We will cover reasonable return costs where legally required.

Please contact us as soon as convenient at support@almalatina.co.uk with the order number and an explanation. Photographs can help us investigate when reasonably available, but you do not lose statutory rights for failing to report a problem within 48 hours or for being unable to provide photographs. We will investigate lost or disputed deliveries and provide appropriate remedies; a delivery scan alone does not necessarily resolve a consumer's legal rights.

7. Exchanges, partial returns and order changes

Contact us if you wish to exchange an eligible item. Exchanges and changes to orders before dispatch depend on stock and operational availability. We will not substitute unavailable products without your agreement. For statutory partial cancellations, refund and delivery costs will be dealt with according to the applicable law.

8. Contact and cancellation notice

Alma Latina Store Limited
4 Fontmell Close, Swindon, England SN25 2PE, United Kingdom
Email: support@almalatina.co.uk

Optional model cancellation notice: “To Alma Latina Store Limited: I hereby give notice that I cancel my contract of sale for [items], ordered on [date] and received on [date]. Name: [name]. Address: [address]. Date: [date].” Send this notice by email; a clear cancellation statement is sufficient.

For delivery information, see our Shipping Policy. For personal data, see our Privacy Policy.