Cancellations, Returns, Refunds
Cancellation, Returns and Refunds
IMPORTANT - THIS REFUND POLICY DOES NOT APPLY TO ANY PRODUCTS SUPPLIED IN LIQUID FORM or POWDER FORM EG. FRAGRANCE OILS, PRODUCT BASES FOR BLENDING WITH OILS SUCH AS DIFFUSER BASES, ROOM SPRAY BASES, CARPET FRESHENER BASES, AIR FRESHENER DILUTANTS DUE TO THE POSSIBILITY OF THE FRAGRANCE OIL SUFFERING CONTAMINATION/OR/BEING TAMPERED WITH . WE HAVE SAMPLE SIZES FOR EACH OF OUR PRODUCTS AND WE RECOMMEND YOU TRY A SAMPLE SIZE BEFORE PURCHASING A LARGER SIZE OF ANY OF OUR PRODUCTS. REMEMBER THAT THE SMELL FROM A FRAGRANCE OIL OUT OF THE BOTTLE WILL NOT NECESSARILY BE THE SAME AS WHEN IT HAS BEEN MADE UP INTO PRODUCT.
THE REASON WE WILL NOT REFUND FOR THE ABOVEMENTIONED IS DUE TO THE POSSIBILITY OF CONTAMINATION ONCE THE PRODUCT HAS LEFT OUR SITE - WE WOULD BE UNABLE TO TEST THE LIQUID FOR CONTAMINATION AND, THEREFORE, UNABLE TO RE-SELL THE PRODUCT.
PLEASE NOTE THAT THE REFUND POLICY PERTAINS TO ALL PAYMENT METHODS INCLUDING PAYMENTS MADE BY KLARNA.
If you wish to cancel BEFORE we have sent goods, you must do so by email to [email protected], and, if your order has not been sent, it will be cancelled and you will be refunded in full within 30 days.
If you change your mind and cancel AFTER your order has been sent to you or after receiving the goods the following procedures apply -
As per the UK Distance Selling Legislation, you have a "cooling off period" of 14 days from the day you receive your order to return the products from your order that are not liquid OR base products (see information above regarding liquids & bases) - if you have changed your mind and wish to cancel. The goods must be returned unused, unopened and in the same condition as they were originally dispatched by us complete with packaging. We will not accept for exchange or refund any item which has been used or is not in the exact condition in which it was dispatched by us.
You must contact us by email to confirm which items are being returned. We strongly recommend that you obtain proof of posting and/or insurance when returning a parcel. Postage costs will not be refunded. Any free gifts associated with an order must be returned at the same time or the cost of the gift will be deducted from the refund. Please return the items to the address at the top of the page along with a note of your details and the reason for return. Refunds will be made within 30 days. We reserve the right to charge a restocking fee of 20% of the order value. All returns costs will be payable by you and not by Enchanted Oils Ltd.
Should you require a refund for faulty/wrong goods please send an email to [email protected] stating your order number and explaining the fault. Requests for refunds due to faulty products must be submitted as soon as reasonably practicable and you may be asked to provide photographic evidence of the fault/s. You will, most likely, be asked to return the item to us and if the reason for return is that we have dispatched incorrect items in error then Enchanted Oils Ltd will pay the return postage. If you have received an incorrect or faulty item you will be offered a correct replacement or refund.
We must be notified of incorrect, missing or damaged products within 48 hours of receipt of your order. All orders are double checked carefully before dispatch to minimise the chance of an incorrect product or a product missing from your parcel. Please check your order carefully before emailing to advise of a faulty/missing/incorrect product.
Donna Joyce
Enchanted Oils Ltd