Orders

Returns Procedure

1. We do our ultimate best to deliver exceptional quality products that are undamaged and fault free. However, on occasion goods may need to be returned. Our Terms and Conditions are below.

1.1. If you have received goods that do not match those that you have ordered, unless accompanied by an explanatory note detailing the changes, your order number as proof of purchase, stating reasons for the changes and setting your options, you should contact us within 10 working days by email to arrange collection and return which we will advise. You will be given the option to have the goods replaced (if available) or to be refunded through the payment method used by you when purchasing the goods. Refunds and replacements will be issued upon our receipt of the returned goods. We are responsible for paying return shipment costs if goods are returned for this reason. 

1.2. Please inspect your order upon reception and contact us by email within 30 working days if the item is defective or damaged, so that we arrange a collection and return which we will advise. Goods must be returned in the same condition that you received it, in its original packaging and documentation. You’ll also need to provide us with your online order number as proof of purchase when you email us. Upon receipt of the returned goods, the price of the goods, as paid by you, will be refunded to you through the payment method used by you when purchasing the goods. We are responsible for paying return shipment costs if goods are returned for this reason.

1.3. If goods are damaged in transit and the damage is apparent on delivery, you should sign the delivery note to the effect that the goods have been damaged. In any event, you should report such damage to us within 10 working days by email and arrange collection and return which we will advise. You’ll also need to provide us with your online order number as proof of purchase when you email us. Upon receipt of the returned goods, the price of the goods, as paid by you, will be refunded to you through the payment method used by you when purchasing the goods. We are responsible for paying return shipment costs if goods are returned for this reason.

1.4. You have a statutory right to a 'cooling off' period. This period begins once your order is complete and ends 7 working days after the goods have been delivered to you. If you change your mind about the goods within this period, please email us first about this and include your order number as proof of purchase. You will then need to return the goods to us, which we will advise within 7 working days of receipt of email confirmation and acceptance of the return. You are responsible for paying return shipment costs if goods are returned for this reason. 

1.5. If you simply wish to return any items to us that you have bought you may do so if the following conditions are met: 

1.5.1. You have not used the products; and 

1.5.2. You email us with your order number so we can verify proof of purchase and we will advise you on returning the goods back to us within 20 working days of your original purchase.

1.6. If you wish to return goods to us for any of the above reasons, please email us first so that we can make the appropriate arrangements.

1.7. Unfortunately, we cannot accept returns on digital Ebooks and download PDF documents.

Complaints 

If you are not completely satisfied with the level of service you receive, please do let us know by emailing info@dessentialoils.com

We undertake: 
To acknowledge your complaint within 1 working week
To deal with your complaint fairly, effectively and confidentially
To keep you updated on the progress of your complaint