Returns, Exchanges & Refunds

Some categories and individual products are non-returnable for voluntary change-of-mind returns. Read the notice beside the purchase controls on each product page before ordering. An individual product setting takes priority over its category default. Returnable items show their request period, counted from delivery. The current category rules and store window appear below.

Our voluntary exclusions may include essential oils, essential oil blends, carrier oils, personal-care preparations, fragrance liquids and reed diffusers, as marked on their product pages. Opened, used, decanted, mixed, contaminated or customer-damaged goods are excluded from voluntary returns. Personalised or made-to-order products and items expressly marked final sale may also be excluded. A discount by itself does not remove rights for faulty goods.

For mandatory withdrawal rights, an exclusion applies only if the legal exception actually fits the product. In particular, a health or hygiene exception requires an appropriate sealed product that is unsuitable for return for genuine health or hygiene reasons and has been unsealed after delivery. We do not treat every oil or cosmetic as automatically exempt, and an intact seal is not an automatic exemption.

A non-returnable label never excludes a remedy for goods that are defective, unsafe, damaged on arrival, incorrect, materially misdescribed or otherwise fail a mandatory guarantee. Statutory withdrawal rights may also apply even to a product excluded from our voluntary offer. Our voluntary deadlines, original-packaging preferences and approval process do not shorten these rights. See regional consumer rights.

Use the return form in your account order or contact customer care with your order reference, items, quantities and request type. Choose change of mind, damaged/faulty/incorrect goods, statutory withdrawal or another concern. Explain the issue where relevant; no reason is required to exercise a qualifying withdrawal right. We will provide the correct return address and suitable transport instructions. A timely, clear withdrawal notice is effective without our prior approval.

For voluntary returns, keep the item unused with intact seals, original accessories and packaging. Include reasonable proof of purchase. Photographs can help resolve damage claims, but an unboxing video is not required for a statutory remedy. Do not post leaking liquids, unsafe electrical goods or other hazardous products without instructions. We arrange or reimburse reasonable return costs when the law makes us responsible for the fault. For ordinary change-of-mind returns you pay the direct return cost unless we offer otherwise; any mandatory advance-disclosure requirements remain applicable.

We aim to assess received voluntary returns within five business days and initiate approved refunds within seven business days, subject always to any shorter legal deadline. Refunds use the original payment method unless you freely agree to another method that creates no additional cost. For cash-on-delivery orders we arrange a suitable bank refund securely. Bank posting times vary; contact us if a confirmed refund is delayed. Store credit is optional, never compulsory where a monetary refund is legally due.

We refund the price paid for returned goods, taking account of the original discount allocation. Exchanges depend on stock; if unavailable, an eligible refund is offered. Standard outbound delivery charges, deductions for handling beyond what is permitted, premium delivery upgrades and partial-order delivery costs are handled according to the applicable law and the regional supplement. We do not charge a restocking fee for a statutory faulty-goods remedy.

For a voluntary return of a discounted set, return the complete unused set unless we agree a partial return. This does not require you to return unaffected items to obtain a remedy for a faulty component. Gift recipients can contact us with proof of purchase; refunds normally go to the purchaser. Ask for customs instructions before an international return and retain tracking. Separately paid import duties may require a claim to the relevant customs authority; we will provide reasonable supporting documents.