Refund & Return Policy

Last Updated: August 2026

At Ana B, we take great care in preparing, packaging and delivering our products. We want you to be happy with your purchase. Please review our Refund & Return Policy before placing an order.

Returns

Due to the personal and hygienic nature of our skincare, body care, hair care, beauty and wellbeing products, we are unable to accept returns or exchanges on products that have been opened, used, tested or had their protective packaging or seal removed, unless the product is defective.

If you change your mind about an eligible purchase, please contact us within 7 days of receiving your order.

To qualify for a return, the item must:

• Be unused and unopened.

• Be in its original packaging.

• Have all seals and protective packaging intact.

• Be in the same condition in which it was received.

• Include proof of purchase or your order number.

Please contact Ana B before returning any product. Returns sent without prior approval may not be accepted.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

If an item arrives damaged, defective, leaking, or you receive the incorrect product, please contact us within 48 hours of delivery and provide:

• Your order number.

• A clear photograph or video of the product.

• A photograph of the outer and inner packaging where relevant.

• A brief description of the issue.

Once reviewed and approved, we may arrange a replacement, refund or another appropriate solution.

Please do not dispose of a damaged or incorrect item until our customer service team has reviewed your claim.

Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

If a refund is approved, it will be issued to the original payment method where possible.

Please allow time for your bank, card provider or payment processor to process and display the refund. Processing times can vary depending on the payment provider.

Original delivery charges are generally non-refundable unless the return is due to an error by Ana B or the product was received damaged or defective.

Non-Returnable Items

For health, safety and hygiene reasons, we cannot accept returns of:

• Opened or used skincare, haircare or body care products.

• Opened cosmetics or personal-care products.

• Products with broken or removed hygiene seals.

• Used hair or body accessories where hygiene considerations apply.

• Personalised or custom-made products.

• Gift cards.

• Items marked as final sale or non-returnable at the time of purchase.

This does not affect any rights you may have where an item is faulty, defective, incorrectly supplied, or where applicable consumer law provides otherwise.

Allergies & Sensitivities

Ingredients are provided on our products and/or product pages to help customers make informed purchasing decisions.

Individual skin and hair responses can vary. Please review the ingredient information before use and follow the product directions and warnings.

Where appropriate, we recommend performing a patch test before first use.

A product generally cannot be returned solely because it is unsuitable for an individual's skin, hair, personal preference or sensitivity after it has been opened or used, except where required by applicable consumer law.

If you experience an unexpected reaction, discontinue use and contact an appropriate healthcare professional if necessary.

Return Shipping

For approved change-of-mind returns, the customer is responsible for return delivery costs and for ensuring that the product reaches us safely.

If the return is due to an incorrect, damaged or defective product supplied by Ana B, we will provide appropriate return or replacement instructions.

Ana B cannot be responsible for return parcels lost or damaged in transit when customers arrange their own return shipping.

Sale & Promotional Items

Products purchased during a promotion or with a discount code are subject to the same eligibility requirements outlined above.

Where a refund is approved, the refund will be based on the amount actually paid for the returned item, not its original full retail price.

For bundles or gift sets, we may require the complete bundle or set to be returned in order to process a full refund.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

We will try to accommodate cancellation requests, but once an order has been processed, packed or dispatched, we may be unable to cancel it.

Delivery Issues

Customers are responsible for providing complete and accurate delivery information when placing an order.

If an order is returned to Ana B because an incorrect or incomplete address was provided, additional delivery charges may apply before the order can be resent.

If your tracking information shows that an order has been delivered but you cannot locate it, please contact us promptly so that we can assist with the available delivery information.

How to Request a Return or Refund

To request assistance with a return, damaged item or refund, please contact Ana B Customer Care through the contact details provided on our website.

Please include your:

Full name
Order number
Reason for your request
Photographs or video where applicable

We aim to review eligible requests as quickly as possible.

Consumer Rights

Nothing in this policy is intended to exclude, restrict or override any rights that cannot legally be excluded under the consumer protection laws applicable to your purchase.

Ana B reserves the right to refuse a return or refund where the product does not meet the eligibility requirements set out above, subject to applicable consumer law.