Exchanges, Refunds and Returns Policy
Please note: You have 14 days to request an exchange, refund or return. If 14 days have passed since the purchase, we can’t offer you a full refund or exchange.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, request it using the form below you will need to return the item to: Dochsa House, Church Mews, Bennetts Road, Coventry, CV7 8QD.
Once checked, we will then process your exchange for a different size or colour as requested. All clothing items must be returned unworn, unwashed and with tags on it. (Note: when trying on items of clothing, please ensure that you are not wearing makeup, perfume or 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).
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 sent 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.
If you are not completely satisfied with your purchase return the item or items to us in their original condition within 14 days of receipt.
Several types of goods are exempt from this poilicy and cannot be returned:
- Perishable goods such as essential oils
- All supplements
- Intimate or body products like creams or shampoos
- Personal hygiene items like douche or enima kits
- Used clothing
- Used or partially used incense cones
- Used incense burners
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Customised or personalised products
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:
- Books with obvious signs of use
- Vinyl records 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 14 days after delivery
- On sale items
Shipping Items back for exchange, returns or refunds
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.
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.
We don’t guarantee that we will receive your returned item.
For our local customers in the UK in CV postcodes, all the above requirements must be met before you request a return. Please contact us to arrange a suitable date and time for collection or drop off.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Refunds Approval Process
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 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 14 working days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account.
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.
Exhange, refund or return from one of our partners
If you have purchased an item via one of our partners: FRUUGO or OnBuy please contact them in the first instance.
Need some advice?
Contact us via our contact us form.