We want you to be 100% happy with your products. If you are not, we are happy to offer you a return or exchange! All returned or exchanged items must be postmarked no later than 30 days from the date of product shipment (to keep things fair we are firm on this policy).
We will refund you the price paid for the eligible item. Please read important guidelines/restrictions below prior to mailing your item(s). Unless defective:*
items are not eligible for return or exchange.
are only eligible for return as a whole collection, we cannot process a refund or exchange for an individual item within a collection.
cannot be returned or exchanged unless returned as a whole collection.
are only eligible for a shade exchange of equal value, we cannot process refunds for an individual item within a collection.
cannot be returned or exchanged as per our Beauty Guide Agreement Policy.
*This does not affect your statutory rights as a consumer.
Once we receive the original item, we will send out the new item for FREE!
If you purchased the item(s) directly from a Beauty Guide, please contact the Beauty Guide that sold you the item(s) to process your return/exchange. If you purchased the item(s) through our website, please contact Customer Care on +353 1 223 8518 (Monday - Friday, 9am to 5pm) or by emailing [email protected] to arrange your return. Please ensure to add your contact details and order number to the parcel to help us process your refund or exchange promptly. Customer Care will be in touch upon receipt of your items regarding any credit or outstanding balances. We hope you understand we cannot process your refund/exchange without the product in hand.
You have the right to cancel the contract at any time up to the end of fourteen days after you have received the products (see below), providing the products are unopened and unused.
If your order contains products shipped separately or where the delivery was staggered, the period starts from the reception of the last parcel or the last product received.
If your order provides a regular delivery of products (a subscription), the period starts from the date of the first product received.
Options to exercise right to cancellation.
To exercise your right of cancellation, you must give written notice to us at the address or email address shown below, giving details of the products ordered or their order number.
[email protected] LimeLife by Alcone UK PO Box 77379 LONDON SE15 9JS You can also contact your Beauty Guide for any advice or support in this process. However any email or letter must come directly from the account holder.
If you exercise your right of cancellation after the products have been delivered to you, you will be responsible for returning the products to us and sending the products to us without undue delay and within 14 days after the day in which you let us know that you wish to cancel the contract. The products must be returned to the address shown above. You must take reasonable care to ensure the products are not damaged in the meantime or in transit.
Products excluded from right to cancellation
You cannot cancel a contract where:
(a) Unsealed goods are not suitable for return due to health protection or hygiene reasons, if the goods become unsealed after they have been delivered to you; or
(b) the products become mixed inseparably (according to their nature) with other items after delivery; or
(c) Goods have been customised or tailored following the customer's specifications.
Consequences of the exercise of right to cancellation
(a) refund the price you paid for the products, however, please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods or if this has been caused by your handling them in a way which would not be permitted in a shop.
(b) refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery option available.
(c) make any refunds due to you as soon as possible and in any event:
(i) if you have received the product and we have not offered to collect it from you: 14 days after the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us;
(ii) if you have not received the product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the contract.
Refunds will be processed via the same method used by you to purchase the products, unless you expressly agree to another form of payment with us.
If you return a product because it is defective or we have delivered the item to you in error we will refund the price of the products in full, together with any applicable delivery charges, and any reasonable costs of doing so (we estimate that such costs should not exceed the value of the products). In other circumstances, you will be responsible for the costs of returning the products to us.
30-Day Happiness Guarantee Duolab Policy:
At LimeLife we stand confidently behind our products. If you are not 100% satisfied with your Duolab device or capsules for any reason simply contact your Beauty Guide or our Customer Care Team and they will gladly assist you in receiving a full refund.
Please note, returned or exchanged items must be postmarked no later than 30 days from the date of product receipt (to keep things fair we are firm on this policy).
Once we receive the device or capsules at our warehouse we will issue you a full refund on your original form of payment. Please note we cannot issue a refund for any shipping charges and we cannot provide refunds after 30 Days.
Duolab Warranty:
Your Duolab device comes with a 2-year warranty that covers manufacturing defects and malfunctions under normal use. It does not cover damages caused by human error or water damage.
If you feel as though your device is not working and falls within our 2-year warranty please contact us at [email protected] with a video of the device malfunctioning and we will assist you with a replacement.
Please note that the Duolab device if eligible will be replaced with a new or refurbished device.
Duolab Extended Warranty:
If your Duolab device stops working after the 2-year warranty, LimeLife will assist you in repairing your device for up to 10 years from the date of purchase at your own expense.
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