refunds & returns

the policy

You have thirty days from delivery to ask for a refund. No photographs, no justification, no "share your reason" form.

If you have opened it and it is not for you, keep it. We refund, and you send nothing back. An opened jar of body care cannot be resold or sanitised, so posting it back across the country only burns money and diesel to fill a bin somewhere else. Anything still sealed comes back to us within the window, on a label we pay for.

Thirty days is a month of daily use: long enough to know whether a formula suits your skin, short enough that we are not underwriting a jar you have finished. We would rather give you a real month than advertise a year we quietly hope you forget.

where the edges are

Most policies bury this part. Ours:

• The keep-it refund covers one opened item per household. Sealed returns stand after that, for as long as you are a customer.
• Sealed returns are capped at one of each product per order. Bought three of the same jar? Three come back sealed, and we refund three.
• The thirty days run from delivery, not from the order.

We are not writing this to catch you out. We are writing it so that nobody has to guess where the edge is.

how to start a return

Email contact@tideline.store with the subject line "return" and your order number. You get an answer within one business day — either "keep it, refunded", or a prepaid label. The refund lands on the original payment method within 5 business days: of the email if there is nothing to send back, of the parcel reaching us if there is.

exchanges

If you want to swap one product for another in the line — a butter for a cream, say — email us. We ship the replacement the day we settle the first one, and waive the second shipping fee.

subscriptions

Subscriptions are cancellable at any moment, with no penalty and no minimum number of deliveries. The thirty-day window covers the first delivery of a subscription. From the second delivery onward you have chosen to keep receiving it, and the way to stop is to cancel — one click in your account, or one email to us. A delivery already dispatched when you cancel can be refused at the door, and we refund it in full.

damaged or wrong items

If a bottle arrives broken, leaking, or wrong, email a photo to contact@tideline.store. We replace immediately, no return required, and we eat the loss with the carrier on our side. This one sits outside every limit on this page — it was our mistake, not your change of mind.

orders placed before 25 august 2026

This page changed on 25 August 2026. An order placed before that date keeps the terms it was bought under: sixty days, opened or sealed, return postage on us. Write to us with the order number and we will apply the older policy without argument.