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Refund policy

Refund Policy

Your happiness with your hair is the whole point, and we're confident you're going to love your Selkie routine.


If anything isn't right, please get in touch at hello@selkiehaircare.com and we'll sort it out as quickly as we can. Below is exactly where you stand on refunds, returns and cancellations, in plain English.

If something's wrong with your order

Your product is faulty or damaged

Please email us at hello@selkiehaircare.com with your order number and a photo or short video of the problem. That lets us get a replacement or refund moving straight away rather than going back and forth.

You have 30 days from delivery to reject a faulty item for a full refund.

You received the wrong order

Our fulfilment team pack a lot of orders and they do a brilliant job, but every so often the wrong refill or the wrong bottle slips through. If that's happened to you, email us with your order number and a photo of what arrived, and we'll get the right thing out to you right away.

Anything else at all

If there's another reason you're unhappy, please just tell us. We'd genuinely rather hear from you than have you sit with a problem, and we'll do what we can to help.

If you've simply changed your mind

Email us within 14 days of your order arriving to let us know, and you'll then have a further 14 days to post it back to us.

The box needs to be unopened. Our powder tubes don't carry an individual tamper seal, so once the box has been opened we have no way to know whether the powder inside has been touched, which means we can't pass it on to anyone else in good conscience.

You cover the postage back to us, and we'd suggest a tracked service so nothing goes astray. There's no restocking fee or admin charge.

Would you rather not have your money back?

Two options, if either suits you better:

  • Exchange it, free of charge. We'll cover the postage back out to you.

  • Take store credit instead of a refund and we'll add an extra 10% to spend at Selkie.

Before you send anything back

Please don't post an item to us without getting in touch first. If we're not expecting it we won't know it's arrived or who it's from, and your issue sits unresolved, which is the last thing either of us wants. One email first and we'll tell you exactly where to send it.

Please don't send anything to our manufacturer either.

If you bought through TikTok Shop or another retailer, your contract is with them, so you'll need to use their returns process. We can only take back products bought directly from selkiehaircare.com.

Subscriptions and cancellations

There's no minimum commitment and no cancellation fee. You can pause, skip, change your delivery date, swap products, or cancel entirely at any time, either at selkiehaircare.com/pages/manage-subscriptions or by emailing us and asking us to do it for you.

We always email you before we take payment. Please keep an eye out for those reminders, and do check your junk folder, because that email is your chance to skip, delay or cancel before anything is charged.

If an order has already been charged and packed, we can't pull it back off the van. If that happens, tell us as soon as you can.

Honestly though, if the problem is just that you've got plenty at home, pausing or pushing back your next delivery is usually the better answer than cancelling. Nothing gets charged in the meantime and it's one click to restart.

Did it just not work for your hair?

Please talk to us before you give up on it. Powder-to-liquid haircare behaves differently from what most people are used to, and the great majority of disappointing first washes come down to two very fixable things: not letting the formula settle for at least an hour after shaking, ideally overnight, and not double cleansing.

Our hairwash tutorial walks through the whole routine with a video, and our team is genuinely happy to troubleshoot with you.

How and when you'll get your refund

Refunds go back to the card or account you originally paid with, within 14 days of your return reaching us or of you sending us proof of postage, whichever comes first. In practice it's usually a good deal quicker.

How long it then takes to appear depends on your bank, and is normally three to five working days. If it seems to be taking longer than that, email us and we'll chase it.

A few last things

  • Returns are available on orders delivered within the UK.

  • We're not responsible for returns lost on their way back to us, so please use a tracked service and hold on to your proof of postage.

  • Nothing on this page affects your statutory rights as a UK consumer.

Any questions at all, email hello@selkiehaircare.com. A real person reads every message.

Best Wishes, 

The Selkie Team 💛