Refund policy
Returns and Refund Policy
This Returns and Refund Policy applies to all purchases made from Second Self (trading at secondselflife.com). Nothing in this policy limits or excludes your statutory rights under Irish consumer protection law or applicable European Union legislation, including the Consumer Rights Act 2022 and Directive 2019/771/EU.
1. Satisfaction Guarantee
Second Self stands behind every product we sell. If you are not satisfied with your purchase for any reason, you may request a full refund within thirty (30) days of receiving your order, subject to the conditions set out below.
For first-time purchases of a product: we will issue a full refund even if the product has been opened and partially used, provided you contact us within 30 days of receipt. This guarantee applies once per product, per customer.
For subsequent purchases of the same product: the standard return conditions in Section 2 apply.
2. Standard Return Conditions
Outside the satisfaction guarantee above, items are eligible for return within thirty (30) days of receipt if they are:
- Unopened and unused
- In their original packaging and in the same condition as received
- Accompanied by proof of purchase
Opened consumable products are not eligible for standard return on grounds of health, hygiene, and safety, in accordance with Article 16(e) of Directive 2011/83/EU, unless they are faulty, damaged on arrival, or incorrectly supplied.
Second Self reserves the right to refuse returns that do not meet these conditions.
3. How to Request a Return
Email hello@secondselflife.com with your order number and reason for return. Do not send items before receiving written authorisation. Unauthorised returns will not be accepted.
Once approved, we will provide the return address and packaging instructions. Where the return arises from a fault, damage, or error on our part, we will provide a prepaid return label. In all other cases, return shipping costs are the customer's responsibility.
4. Damaged, Faulty, or Incorrect Items
Inspect your order immediately on receipt. If your item is damaged, defective, or not what you ordered, contact hello@secondselflife.com promptly with your order number, clear photographs of the item, the outer packaging, and the shipping label. We will offer a replacement or full refund in accordance with your statutory rights.
5. Non-Returnable Items
The following are not eligible for return unless faulty or misdescribed:
- Opened consumable or supplement products (outside the satisfaction guarantee in Section 1)
- Used items
- Custom or personalised products
- Gift cards
- Items marked as Final Sale
6. EU Right of Withdrawal
If your order is delivered to an EU member state, you have the right to cancel your purchase within fourteen (14) days of receiving the goods without giving a reason. In accordance with Article 16(e) of Directive 2011/83/EU, this right does not apply to sealed goods which are not suitable for return on health protection or hygiene grounds once unsealed. As our products are ingestible consumable goods, the right of withdrawal is lost once the product seal has been broken. To exercise your right of cancellation, the product must remain sealed, unused, and in original packaging.
If a valid cancellation is made, we will refund the purchase price and standard delivery costs. Return shipping remains your responsibility unless goods are faulty or incorrect.
7. Refunds
Once your return is received and inspected, we will notify you of the outcome within five (5) business days. Approved refunds will be issued to your original payment method within ten (10) business days. If more than fifteen (15) business days have passed since approval without receipt of your refund, contact hello@secondselflife.com.
We reserve the right to make deductions for loss in value resulting from handling beyond what is necessary to establish the nature and characteristics of the goods.
8. Fair Use
We reserve the right to decline returns where items show signs of use or tampering beyond what is described, contents are missing, or where there is evidence of repeated or excessive return activity. This does not affect your statutory rights in respect of faulty or misdescribed goods.
