Requesting a return
Contact us within 14 days of delivery to request a return. Once agreed, send the item back within 21 days of delivery. Please include your order details so we can identify the return.
Items must be unused and returned in their original condition and packaging. If an item is returned in a condition that reduces its value, you may be responsible for that loss in value.
Return postage
Unless an item is faulty, damaged or incorrect, the customer is responsible for return delivery costs. We recommend using a tracked service and keeping proof of postage until the return has been completed.
Exceptions
Custom or personalised products cannot normally be returned or exchanged unless they are faulty. This does not affect your statutory rights.
Refunds and cancellations
Approved refunds are returned to the original payment method after the returned goods have been inspected. Your bank or payment provider may take additional time to show the refund.
If you need to cancel an order, contact us as soon as possible. We can only stop an order before it has been dispatched. If it has already left us, the usual returns process applies.
Faulty, damaged or incorrect items
Email enquiries@apothecaryessence.com with your order number and clear photographs where relevant. We will explain the next steps. Your legal rights for faulty or misdescribed goods are not affected by this policy.