Our returns policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we can't offer you a refund or exchange.
To be eligible for a return, your item must be unopened and in the same condition you received it, and you will need proof of purchase.
Restocking fee
Returns of non-faulty items are subject to a £10 restocking fee, which is deducted from your refund. Restocking fees do not apply to faulty or damaged items.
Partial refunds
A partial refund may be given where:
- the item has been opened, or the seal has been broken;
- the item is returned damaged, or with parts missing, for reasons not down to us; or
- the item is returned more than 30 days after purchase, at our discretion.
Items we cannot accept back
For hygiene and safety reasons we cannot accept returns of opened or used essential oils, supplements, skincare or personal care products unless they are faulty. This does not affect your statutory rights.
Faulty, damaged or incorrect items
Please check your order when it arrives and email us straight away at hello@oilsdirect.co.uk if anything is faulty, damaged or not what you ordered. Send a photograph if you can. We will put it right, and you will not pay a restocking fee or return postage.
How to return something
Email hello@oilsdirect.co.uk and we will send you the return address. Please don't post anything back before contacting us.
For non-faulty returns you are responsible for your own return postage, and original delivery charges are non-refundable. We recommend using a tracked service, as we cannot refund an item that does not reach us.
Refunds
Once your return arrives and has been inspected, we will email to confirm we have received it. If it is approved, your refund is processed back to your original payment method within 5 days.
Late or missing refunds
If you haven't received your refund yet, check your bank account again, then contact your card company — it can take time for a refund to be officially posted. Next, contact your bank, as there is often processing time at their end too. If you have done all of that and still haven't received it, email us at hello@oilsdirect.co.uk and we will chase it.
Exchanges
If you would rather exchange an item than be refunded, email hello@oilsdirect.co.uk and we will arrange it. The same 30-day window and condition requirements apply.
Cancelling an order
You can cancel at no cost as long as your order has not been posted. Reply to your order confirmation email and we will cancel it and refund you in full.
Your statutory rights
Nothing in this policy affects your legal rights as a consumer. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel a distance purchase within 14 days of receiving it and return the goods for a refund. Under the Consumer Rights Act 2015 you are entitled to a remedy if goods are faulty, not as described, or not fit for purpose.
If you have a question about a return, just email us — we would rather sort it out than argue about it.