Overview

Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.

If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt.

Several types of goods are exempt from being returned: Perishable goods such as essential oils, intimate or body products like creams or shampoos, hazardous materials, used clothing, vinyl or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Customised or personalised products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase and original packaging.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery
  • Clothing that has been worn

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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

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 address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us via the CONTACT US form and send your item to: Dochsa House, Church Mews, Bennetts Road, Coventry, CV7 8QD.

Once checked, we will then issue a refund, or exchange the item for a different size / colour if preferred. They need to be returned unworn, unwashed and with tags on it. (Note: when trying on items of clothing, please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation).

***Please note, the original postage charge will not be refunded. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods and via a traceable means. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.

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, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: Dochsa House, Church Mews, Bennetts Road, Coventry, CV7 8QD

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us via our Contact us page for questions related to refunds and returns.