Returns & Refunds Policy
1. Your Statutary Rights
Your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are not affected by this policy.
If an item is faulty, not as described, or not of satisfactory quality, you are entitled to a remedy in accordance with UK law.
2. Undelivered, Refused or Uncollected Orders
If an order is returned to us by the courier because:
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It was not collected
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Delivery was refused
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An incorrect address was provided
We will refund the order value minus the original shipping cost once it has been received back by us.
Refunds may take up to 7 working days to process and appear in your account.
If you would like the parcel resent, additional postage costs will apply.
3. Delivery Addresses
Customers are responsible for ensuring that delivery details are entered correctly at checkout.
If an incorrect address is provided and the parcel is successfully delivered, we are unable to resend or refund the order.
If the parcel is returned to us due to an incorrect address, we can resend it once the additional delivery cost has been paid.
4. Change of Mind Returns (14-Day Cooling-Off Period)
You may return eligible unused items within 14 days of receiving your order.
To qualify:
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Items must be unused
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In original packaging
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In a condition suitable for resale
Return postage for change-of-mind returns is the responsibility of the customer.
Refunds will be processed once the returned items have been received and inspected.
5. Non-Returnable Items (Hygiene & Safety)
For hygiene and safety reasons, we cannot accept returns of opened or used:
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Beauty products
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Skincare or cosmetic products
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Food items
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Dental products
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Underwear
This does not affect your statutory rights if a product is genuinely faulty.
6. Used Products & Personal Preference
We cannot accept returns of used items due to personal preference, including (but not limited to):
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Smell
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Taste
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Texture
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Consistency
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General suitability
If you believe a product is faulty, please contact us before returning it, as inspection may be required.
7. Alleged Faulty Items
If you believe an item is faulty:
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Contact us with details of the issue.
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We may request photographs or further information.
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We may require the item to be returned for inspection.
Under the Consumer Rights Act 2015, we are entitled to examine goods where a fault is alleged.
If a manufacturing defect is confirmed, a refund, repair, or replacement will be provided in line with statutory rights.
If no fault is identified following inspection, the item will not be considered defective and no refund will be due.
Returned items must be packaged securely. Where goods are returned in a damaged condition that prevents inspection and the damage occurred due to inadequate packaging, a refund may be refused.
Allergic Reactions & Skin Sensitivity
Everyone’s skin is different. Individual reactions can occur, particularly with products containing natural extracts or essential oils.
All ingredients are clearly listed on product pages to allow customers to check for known sensitivities before purchase. We strongly recommend carrying out a patch test 24 hours before full use.
If irritation occurs, discontinue use immediately and seek medical advice if required.
An individual skin reaction does not automatically indicate that a product is faulty or unsafe. Where a fault is alleged, we reserve the right to inspect the item before any refund or replacement is considered.
This policy does not affect your statutory rights.
Refill Food Products
All refill food products are weighed and packed at our refill shop and sealed before dispatch.
If you would like food products packaged separately from scented items, please notify us immediately after placing your order and before dispatch.
If no request is made, food and non-food items may be packed together.
We cannot provide refunds for scent transfer where no prior separation request was made.
Allergen Notice
Although care is taken during storage and packing, products may have been exposed to the following allergens during production, packing, or transit:
Gluten, Oats, Wheat, Peanuts, Soya, Milk, Tree Nuts, Sesame, Sulphur Dioxide.
Customers with severe allergies should contact us before placing an order.
Important Information
While we make every effort to ensure product descriptions and allergen information are accurate, customers are responsible for checking ingredient listings prior to purchase.
Nothing in this policy excludes or limits liability where it would be unlawful to do so.
