Return & Exchange Policy
Return, Refund & Cancellation Policy
At My7Heavens, your satisfaction matters to us. We want you to feel confident and comfortable when shopping with us, and we’re always here to help if something isn’t right.
Our Satisfaction Promise
We stand behind the quality of our products and want you to feel confident shopping with My7Heavens.
If you are not completely satisfied with your purchase, please contact our customer service team at info@my7heavens.com within 14 days of receiving your order.
We’ll review your request and do our best to make things right.
Your satisfaction matters to us, and we’re always happy to help.
Returns & Skincare Products
For hygiene and safety reasons, sealed skincare products that are not suitable for return for health or hygiene reasons cannot be returned under the cancellation right once the seal has been broken or the product has been unsealed.
If you wish to cancel your online purchase, please contact us within the applicable cancellation period and before opening or using the product, where the hygiene exception applies.
If a product is eligible for return, please contact us at info@my7heavens.com before sending it back so that we can provide the appropriate return instructions.
Nothing in this policy affects your statutory rights.
Damaged, Defective or Incorrect Products
If your product arrives damaged, defective, faulty, or you receive the wrong product, please contact us as soon as possible at:
Please provide your order number and clear photographs of the product and packaging where possible.
We’ll review the issue and work with you to provide an appropriate solution, which may include a replacement or refund, in accordance with your legal rights.
Your statutory rights regarding faulty, misdescribed or otherwise non-conforming goods are not affected by this policy.
Exchanges
For hygiene and safety reasons, we do not normally offer exchanges for skincare products that have been opened or used.
If you have received a damaged, defective, faulty or incorrect product, please contact us and we’ll be happy to assist you.
Lost Parcels
If your parcel appears to have been lost in transit, please contact us at:
Please provide your order number and we’ll investigate the delivery with the relevant delivery provider.
Where appropriate, we’ll arrange a replacement or refund.
Order Cancellation
If you need to cancel your order before it has been processed or dispatched, please contact us as soon as possible at:
We’ll do our best to cancel your order before it leaves our facility.
For online purchases, where a statutory cancellation right applies, the cancellation period for goods generally runs for 14 days from the day you receive the goods.
The statutory cancellation right may not apply to sealed skincare products that are unsuitable for return for health or hygiene reasons once they have been unsealed.
Incorrect Delivery Address
If you have entered an incorrect delivery address, please contact us as soon as possible.
If your order has not yet been processed or dispatched, we’ll do our best to update your delivery details.
Once your parcel is in transit, we may be unable to change the delivery address.
My Order Shows as Delivered, but I Haven’t Received It
If your tracking information shows that your order has been delivered but you haven’t received it, please contact us at:
Please include your order number. We’ll help investigate the delivery and work with the delivery provider where necessary.
Refunds
Where you are legally entitled to a refund, we will process it in accordance with applicable UK consumer law.
For cancellations under the applicable consumer cancellation rules, refunds are generally made using the same payment method used for the original purchase. Where a return is required, the applicable rules may allow us to wait until the goods have been returned or you have provided evidence that they have been sent back.
Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, applicable law may allow a deduction for any resulting loss in value.
Questions Before You Buy?
We want you to feel confident before placing your order.
If you have any questions about our products, ingredients, how to use a product, or whether a product may be suitable for you, please contact us before purchasing.
We’re always happy to help.
Email: info@my7heavens.com
We’re Here to Help
We truly appreciate your trust in My7Heavens.
We believe in treating our customers fairly and providing a positive shopping experience. We’ll always do our best to help resolve any issue with your order.
Nothing in this policy affects your statutory rights under UK consumer law.