Consumer Rights
Nothing in this policy excludes, restricts, or modifies any consumer right or guarantee that cannot legally be excluded under applicable law.
Faulty, Damaged or Incorrect Items
If a product is faulty, damaged on arrival, materially different from its description, or the parcel does not match your order, contact us within 48 hours of delivery with your order number and clear photographs of the outer packaging and affected product. Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, refund, or another appropriate remedy. We will cover reasonable return costs where required by law.
Change-of-Mind Returns
Unopened and unused products in their complete original packaging may be returned within 14 days of delivery, provided the product is in resalable condition and returned with proof of purchase. Customers are responsible for change-of-mind return shipping costs. Original shipping charges are not refundable unless required by law. We recommend using a tracked return service because we are not responsible for change-of-mind returns lost in transit.
Aroma Preference & Exclusions
Aroma is personal. Returns based on scent preference can only be accepted when the product remains sealed. For hygiene, safety, or customisation reasons, change-of-mind returns may not be accepted for personalised products, made-to-order products, opened hygiene-sensitive goods, or products clearly marked as final sale. These exclusions do not apply where the product is faulty or where a remedy is required by law.
Return Process & Refunds
Before returning a product, contact us to request return instructions. Unauthorised returns may delay processing. Once a returned product has been received and assessed, we will notify you of the outcome. Approved refunds will normally be issued to the original payment method within 5–10 business days. Your bank or payment provider may require additional time to display the refund. We may reduce a change-of-mind refund where permitted by law if a returned product has been used, damaged, or is missing components for reasons not caused by us.
Order Cancellations
Contact us as soon as possible if you wish to cancel an order. We cannot guarantee cancellation after processing or dispatch has begun. If an order has already been dispatched, the applicable return conditions will apply.
Last updated: 22 October 2026 · Contact [email protected] if you need product-specific guidance.