Shipping & Return

Shipping Policy

ISAMAYA ships to customers located in England, Scotland, Wales, Northern Ireland and British Forces. 


Shipping costs shall be entirely borne by the customer in advance of shipment; however,  Standard Shipping will be included for all orders. 


Products shall be shipped to the address indicated by the Customer upon placing the order as soon as reasonably practicable after ISAMAYA’s receipt of payment in full for the order.  Generally, ISAMAYA ships within 24 to 48 business hours of receipt of payment in full; provided, however, that the shipment and delivery dates set forth in any order, order confirmation or in these Terms of Sale are estimates only and such estimates shall not be deemed a representation by ISAMAYA.  ISAMAYA shall not be liable for failure to ship or deliver the Products by the estimated delivery dates, and the Customer shall not be entitled to any refunds or cancellation of orders as a result of delayed shipment.  Notwithstanding the foregoing, in the event that ISAMAYA is unable to ship an order within thirty (30) days of receipt of placing an order, the Customer will receive an email from ISAMAYA notifying the Customer of the delay in shipment.  At such time, the Customer will have the option of cancelling the order for a full refund or consenting in writing to the delay.

Upon delivery of the Products to the applicable carrier, the risk of loss or damage shifts to the Customer.  Delivery is deemed complete and title to the Products passes to the Customer upon acceptance of the shipment by a common carrier.


Returns Policy

This policy describes how customers (“Customers or “you”) who have purchased products under the brand “ISAMAYA” (the “Products”) sold by FLASH BEAUTY DISTRIBUTION UK LTD (“ISAMAYA” or “we”) on the website (the “Site”), may return Products purchased on the Site.

For other legal information concerning the sale of Products, your access to, use of, or the way the Site may use and collect your personal information, please read the Site’s General Terms and Conditions of Sale and Use, and Privacy Policy (together with this Return Policy, collectively, the “Website Policies”).

 1. Right to Cancel / If You Change Your Mind

For most products bought online you have a legal right to change your mind within the 14 day “cooling off period” and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below. 

You have the right to change your mind within 14 days after the day you receive the Products, unless your Products are split into several deliveries over different days. In this case you have until 14 days after the day you receive the last delivery to change your mind about the Products.

You only have the right to change your mind and receive a refund if all of the following conditions are met:

  1. The Product(s) have been purchased through the Site.
  2. The Product(s) have not been opened, seals for health protection or hygiene purposes have not been removed (with the exception of defective Products, please see below), the Product(s) have not been used, are not damaged and are in the same condition in which they were received by the Customer.
  3. The Product(s) are returned in their original packaging, including any identification or security tags (with any disposable seal) and all labels, and any documentation included in the original package.

In no event ISAMAYA will accept returns if the Product(s) show signs of use or have been altered or modified from their original condition in any way. 

 2. Problems With the Products

This is a summary of your key legal rights if there are problems with your Products. These are subject to certain exceptions. 

If the Products are not of satisfactory quality, are unfit for purpose or are not as described by the us, you have a right to reject the Products and claim a full refund. Alternatively, you can request that we replace the Goods in these circumstances. If you wish to exercise any of these rights, please see Return Procedures (section 3) below.

If you exercise the right to reject under this section within 30 days after the Products are delivered to you, we will either refund the full amount paid if requested or replace the Products if requested. 

If you exercise the right to reject under this clause more than 30 days but less than 6 months after the delivery of the Products, we can choose at our discretion whether to replace the Products, or give a refund in exchange for their return, provided our choice can be carried out within a reasonable time and does not cause significant inconvenience to you.

3. Return Procedures

In order to return any Products, you may choose any of the following methods:

1. Filling out and submitting a request through the “Returns” section of the Site: 

  • Visit our website and log in to your client account.
  • In your account, navigate to the list of your orders and select the one you wish to return.
  • Click on "Request return." If the button is inactive, the return cannot be processed due to the 14-day timeline expiration.
  • Provide the reason for your return. Utilize the note field for additional comments or if selecting "Other" as the return reason.
  • Submit your return request.

2. Sending an email to specifying order number, Product status (including photos if relevant) and reasons for return.

Upon submission, our team will review your request within 3 days and notify you via email once it's been processed and approved. 

If you are exercising your right to cancel within the 14 day cooling off period pursuant to section 1, after receiving confirmation of our receipt of a return request submitted in accordance with the procedures set forth above, the Product(s) to be returned must be handed over to the courier in one single shipment within  fourteen (14) days from the date of your receipt of confirmation that the return request was received by us.

In the event you believe the Products are defective or do not conform to your order and you indicate this as the reason for your return when submitting a return request, if confirmed, ISAMAYA will provide you a return label and will bear any costs associated with the return shipment of the Products.  DO NOT RETURN PRODUCTS IF YOUR RETURN REQUEST HAS NOT BEEN CONFIRMED. If you return the Products for any reason other than defects or nonconformity, you shall bear the expense of shipping the returned Product(s) to ISAMAYA, which shall be sent to the following address:

Isamaya c/o ILG Unit 1 Polar Drive  Redhill   RH1 5HW  United Kingdom 


4. Refund of Price or Replacement

Upon ISAMAYA’s receipt and inspection of returned Product(s), ISAMAYA will determine, in its sole discretion, whether the Customer is entitled to a refund (in the case you are exercising your right to cancel under the 14 day cooling off period) or a refund or replacement  (at Customer’s option, in the case there is a problem with the Products), and the Product(s) meet the ISAMAYA quality control standards; if you elected to replace/exchange the Product(s), if this option is available for the returned Product(s), ISAMAYA will also verify the availability of the replacement product(s).  If all of the return conditions are met, you will receive an e-mail confirming that the return has been accepted and ISAMAYA will refund the original purchase price and taxes related to returned Product(s), less shipping costs, or replace any returned Product(s) with one of the replacement options agreed/offered by ISAMAYA at the time of the return.  If the selected replacement product(s) are not available, ISAMAYA will refund you the price of the Product(s) as described in this Return Policy. In case of a replacement/exchange for a product of greater value, you will be responsible for paying the difference at the time of the exchange. If the replacement product is of lesser value, we will refund the price difference in accordance with the procedures set forth in the Return Policy.

Refunds are typically processed within two (2) weeks of ISAMAYA’s receipt of the Product(s).  Your refund will be made using the original payment method used to make the purchase.  If you paid by credit card or debit card, refund proceeding will depend on the credit or debit card company’s policies.  If you paid by PayPal, refunds will be credited to your PayPal account and may take up to thirty (30) days to be visible.  

We will not issue any refunds or grant a replacement for returns that do not satisfy all of the return conditions or for Product(s) that do not meet the ISAMAYA quality control standards.  If your return is rejected, we will send you an email to inform you that your return was not accepted. Within fourteen (14) days after receipt of such email, you may ask that the Product(s) be shipped back to you, at your own cost, in the condition in which they were received by ISAMAYA.  If you do not request the return of the Product(s) within said time period, you authorize ISAMAYA, and any of its affiliates or agents, to retain the Product(s) and the price paid, and to dispose of such Product(s) as it sees fit.


Last updated: 23/06/2022