Returns

a) For any undamaged product, where you wish to exercise your statutory right to cancel, you must notify us within 14 days of receiving the product and return the product within 14 days of notifying us. Once received, we will process a refund to the original payment method. The customer is responsible for the cost of the return postage.

b) For any products received broken or damaged, please contact us on [email protected] as soon as possible, with a description of the issue and photos of the relevant damage. We ask that you contact us within 14 days of the date you receive the product. The damage will be assessed on an individual basis and a replacement or refund will be offered within 3 working days.

c) Orders returned to us because they remain unclaimed for the period specified by the relevant courier or postal service, or because the recipient refuses delivery or fails to pay any applicable customs duties, taxes or other charges required by local laws and regulations, will be treated as a “Forced Return” (see below).

d) Forced Returns: These returns will be processed in accordance with our standard returns procedure. Subject to the exclusions (i) set out below, any unopened and undamaged products returned to us will be refunded.
d(i) Products that have been materially used, damaged, expired or otherwise rendered unsuitable for resale will not be eligible for a refund.
d(ii) Original shipping charge will be deducted from the final refund amount, along with a restocking and administration fee not exceeding GBP 10, reflecting the actual administrative costs incurred in confirming and processing the Forced Return.

In addition, please note the following:
(i) Products can be returned only to our specified return address; and
(ii) the following products are not eligible for return/refunds:
– Personal hygiene products and cosmetics where any hygiene seal or protective packaging has been removed, opened or tampered with
– Products that have been materially used, unless they are defective
– Consultations and all associated services and products that have already been rendered, including personalised herbal blends and prescribed treatments

Nothing in this Returns Policy affects or limits any statutory rights available to consumers under applicable law.​

For refunds/returns that fall outside of the terms set out in this policy, please contact us.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed within 2 days, and a credit will automatically be applied to your credit card or original method of payment, within the timeframe stipulated by your provider (usually immediate for e-payments, such as PayPal; usually within 5 days for card payments).

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your payment provider, as it may take some time before your refund is officially processed and showing in available funds.
Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded unless materially defective.

Exchanges/Replacements

We only replace items if they are defective or damaged. If you encounter issues with your product and require an exchange/replacement, send us an email at [email protected] so that we can provide shipping instructions.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, the refund and relevant notifications will be sent to the original purchaser – in this case, the gift giver.

Shipping returns

For damaged and defective items, we are responsible for shipping costs and you will be provided with a pre-paid shipping label.

For all other return instances, you will be responsible for paying the shipping costs for returning your item. These shipping costs are non-refundable.

If you are returning expensive or fragile items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and cannot be held financially responsible for an item return in a damaged or defective state due to the shipping.

Need help?

Contact us at [email protected] for questions related to refunds and returns.