Refund policy + Returns

As a consumer, you have legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights or any of your other rights, including under the Consumer Contracts Regulations 2013.

Watermans strictly follow all Trading standards rules, as we cant resell toiletry cosmetic such as shampoo, conditioners., serums etc  that have been returned opened..  The law states we do not have to allow returns, but in some cases we will allow this as a goodwill gesture. 

Full guidance from the Trading Standards Institute Business Companion website on Distance Selling. 

Paragraph from Trading standards

In addition consumers will lose their right to cancel if they:


You may return to our warehouse any unopened, sealed and unused Products which you have ordered through this website, within 14 days of delivery. We will refund you in full for the price you paid for the Products but you will be liable for any applicable delivery and return charges.

If you returned the Products to us because they were faulty or mis-described, we will refund the price of a defective Product in full and, any applicable reasonable delivery charges you incur in returning the item to us.

To return a Product in accordance with this policy please follow the instructions

To complete your return, we require your order number, email address and phone number. Please send details here:

Any item not in its original condition is damaged, seals were broken, lids open.
Any item that is returned more than 30 days after delivery

The opening of shampoos etc. and then trying to return them
In addition, consumers will lose their right to cancel if they:
Unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons

More info here:

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Watermans, Watermans House, Farfield Park, Rotherham, Manvers, South Yorkshire S63 5DB, UK.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

To return your product, you should mail your product to: Returns @ Watermans, Watermans House, Farfield Park, Rotherham, Manvers, South Yorkshire S63 5DB, UK

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £25, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.