Returns & Exchanges
Returns & Exchanges – FAQs
Can I return a faulty or damaged product?
Yes! If you receive a product that is faulty or damaged, we will reimburse you. Please notify us through our Contact Us page, and we’ll sort it out.
What is considered ‘faulty’?
A faulty product is one that has a defect or has arrived damaged. However, the following are not considered faulty:
- Incompatibility of our products with items purchased elsewhere.
- Product mechanisms not meeting personal or business preferences (e.g., spray or dispensing speed).
- Minor scratches or marks on bottles from transit.
What if you made a mistake with my order?
If we’ve sent the wrong product, size, colour, or quantity, or if an item is missing, we’ll correct it by sending the right item as soon as possible. You’ll need to provide photo evidence, and the issue must be reported within 30 days.
Can I return a product if I change my mind?
Due to industry standards and quality control, we do not accept returns or exchanges for the following items:
- Bottles, closures, dispensers
- Moulds, raw ingredients, carrier oils
- Nasal inhalers
However, for crystals, bags, and packaging, we offer exchanges if:
- The item is unused and unopened
- You return it within 30 days with proof of purchase
- You cover the return postage
Note: We do not offer refunds for change-of-mind returns.
Who covers shipping costs for returns and exchanges?
- If the product is faulty or we made an error, we’ll cover the cost.
- If you’re exchanging an undamaged product, you’ll need to pay for return shipping, and also cover the cost of shipping the replacement item.
What if a replacement product isn’t available?
If we can’t replace or exchange an item, we’ll refund the purchase price (excluding shipping and packaging costs) to your original payment method.
Still have questions? Contact us – we’re happy to help!
For full detailed information on our return policy, view our Terms and Conditions here.