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Refund Policy

Returns, Damaged Items, and Refunds Policy & Procedures

It is our aim to offer 100% satisfaction to all our customers. However, in the unlikely event that a product does not meet your expectations please contact us immediately to arrange a solution. We will be happy to replace any faulty items or redress any errors that we have made in connection with an order.

Please ensure that you give us the correct Delivery Information when placing your order.

Please take care to ensure that the product you purchase is suitable for the purpose you intend as we are not obliged to accept goods for refund if you simply change your mind about a product.

Please note that opened products cannot be exchanged unless deemed faulty after testing.

We operate in accordance with The Consumer Rights Act 2015, which says goods must be as described, fit for purpose, and of satisfactory quality. As such, we have made a considerable effort to accurately describe the products we sell. In the event that goods are demonstrably not true to the description or faulty, we will accept the goods for return and refund your money without hesitation.

Please carefully check your goods and report any shortages, damages, or problems within 7 days of receiving your order. All claims should be sent to us with photographic evidence using [email protected].

We will endeavor to reach an amicable solution in such situations and at our discretion, we may replace any goods accepted for credit or refund the applicable purchase cost.

The following items can’t be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, we cannot accept returns for:

  • Essential Oils and/or Aroma Fragrance Oil once the bottle has been opened and the tamper-evident strip has been broken
  • Used/ Worn Aromatherapy Jewellery
  • Custom or personalised orders
  • Digital downloads

In the case of Aromatherapy Jewellery, Essential oils, Fragrance oils, and any other natural product from our range we realise that you might want to open the container to evaluate the product. However, for hygiene/health & safety reasons we cannot refund any item which has been opened or used.

Expired Products

If you receive an item that is expired or within 1 month of its expiry date, please contact us to arrange a solution. Please note, due to the perishable nature of the products we sell, and the time frames involved in international procurement, we cannot guarantee that every batch we supply will have a remaining shelf life that meets every customer’s specific requirements. 

Damaged/ Faulty Items

We accept responsibility for properly packaging and addressing the goods as instructed. If your order is mislaid or you receive goods that have been damaged in transit, please contact us immediately and we will work to rectify any such issues promptly.

Please check all parcels carefully, by signing for a consignment you are formally accepting the goods in the condition in which they were received.

In the case of damage, we will investigate the cause and the extent of it and will either refund you the postage costs, give you credit towards your next order or arrange our courier to pick up the damaged goods (for heavy parcels).

All claims for damage must be reported with photographic evidence and delivery notes marked as goods received as damaged.

Unused faulty items will be replaced provided that the customer informs us of the defect, and provides photographic evidence by emailing [email protected] within 7 days of receiving the goods. If you are unsure if it’s faulty DO NOT use it as once it has been used you will not be eligible for a refund, full or partial.

Lost Orders

In the unlikely event that your order is lost in transit, please contact us via the “Contact Us” form on our website or by email at [email protected]. In the case of non-delivery, please wait for 7 days after the despatch date before contacting us.

Items missing in your parcel: If any item is short delivered and has been charged for, Soul Senses will cover the cost of freight in resending the goods as soon as possible.


In compliance with ‘Distance Selling Regulations 2000’, you have the right to cancel your order within seven days of placing it, or seven days of receipt of the goods (whichever is the longer), but any goods may be returned within 14 days from the day they are received providing they are unopened and unused. If you wish to cancel your order please contact us clearly detailing your requirements and proving the order/invoice number. If you cancel your order before we send out your parcel, we will be happy to refund your full payment. 

Returned Parcels

If you wish to return your item to us through no fault of our own, you must first inform us by emailing [email protected] within 7 days of receiving your order. Item must be returned to us within 14 days of authorisation to return. Customer to arrange and pay the return shipping cost for an unwanted item.

Please note that for us to issue a refund you will need to send the item back to us in its original packaging and condition. The item must NOT be opened, used, or damaged in any way (including time in transit). If the item is received damaged, we reserve the right to refuse a refund. Goods are in the care of the buyer until they safely delivered and signed for at our end.

The cost of the original Shipping & Delivery is not refundable.

Refunds will be processed within 30 days of receiving the item.