You are advised to read the following terms and conditions that apply to the use of this website.
From time to time, we may change or edit this policy, without liability, by updating this page. Please make sure you visit and check this page to ensure you are happy with any changes.
Our terms and conditions apply to all website users.
If you do not wish to accept the terms and conditions, please stop using this website.
Products & Ordering Process
You must make sure that you read the item descriptions thoroughly before ordering to make sure you are happy with the product, before making a purchase.
We do not accept responsibility for the variances in colour and style of the products as they are similar to the images which may vary slightly.
At any time, we reserve the right to update and change the item descriptions.
Please take the time to familiarise yourself with the details, every time you place an order with us.
We cannot be held responsible if you decide against this later and find that you are unhappy with the description. Information is stated beforehand.
When placing an order with us, you go through an ordering process and an online checkout process which you complete. As part of our process, you have the opportunity to check your order and correct any errors before proceeding to the payment.
It is all users responsibility to check orders before proceeding to payment.
We will send you an order confirmation to the email address that you have provided on your order, listing the products you have ordered.
Once an order has been placed with us, we cannot add, edit or change items so please make sure you have gone through the details. Anything missed will need to be placed in a separate order.
We may refuse to an accept an order if:
- Authorisation of payment cannot be obtained.
- If there is an error in the pricing or product description.
- Where goods are not available.
- If there have been problems with orders in the past.
- If aggressive / rude / abusive language is being used towards us.
Dispatch & Delivery
Dispatch and delivery of your order varies on the product and solutions that you have selected. Your dedicated account manager will be able to help you with all the details and will be able to provide you with delivery information before you place an order.
Please allow additional time over busy periods and holidays such as Christmas, Easter and Bank Holidays.
If there are any additional delays to an order, your dedicated account manager will contact you and notify you using the contact details and e-mail address provided on your order.
For any problems with a delivery. We require immediate contact and photographic proof.
Ensure all address and contact details are correct as we are not liable for any orders that return due to the wrong or insufficient information being provided. You can speak to your dedicated account manager for any changes.
If an order returns to us due to the wrong / insufficient information being provided, there will be an additional charge.
If an order returns to us due to the customer not re-scheduling or collecting their order / delivery from the delivery depot, there will be an additional charge for re-sending the order.
Our delivery couriers attempt delivery and will leave a calling card or notice for you to reschedule. Parcels are held at local delivery depots for a certain amount of time, before they are returned to us.
Please visit our delivery page for more information.
Product Pricing
Our pricing process is constantly reviewed. Whilst we always try to keep our pricing to a minimum, we reserve the right to change the prices at any time, without notice.
VAT is included in the pricing of our products.
Cancellations, Refunds / Returns (If applicable)
We value your custom and we are more than happy to resolve any issues. Please contact our support team or your dedicated account manager for help.
We hope that you understand, as a business, we have to verify any claims but we are equally happy to resolve genuine cases.
If you wish to cancel an order, before production, please notify us in writing or speak to your account manager as quickly as possible stating your order number.
Once an item is in production, due to the nature of the items we provide, we are unable to cancel.
We do not accept exchanges, refunds or returns for the following:
-Products which have been partially used.
-Products you don’t like the scent of. The scent is subjective and the fragrance descriptions are available.
We do not sell items on a return basis – the customer has no right to reject or return the goods without prior consent.
Refunds (if applicable)
All refund are subject to approval. Due to the nature of the products and nature of production, we have a process.
Items must be unused, in their original packaging with proof of purchase enclosed.
We will inspect all items and we will notify you of the approval or rejection of your refund. If you are approved, the refund will be processed and a credit will automatically be applied to your original method of payment with a certain amount of days.
All items are packaged with care and securely for transit. We expect items to be secure if a return is to take place. If an item breaks or is not properly packed with damage in transit, no refund will be provided.
There is a 12 month guarantee with products and we provide ongoing support for customers, including maintenance. Please speak to our team or your dedicated account manager.
Fragrance Oils are non-refundable if they are opened from their original packaging and this is due to health and safety reasons. All items are developed and made within regulated environments.
Faulty or Damaged Items
In the highly unlikely event that an item is damaged or faulty, please contact our customer support team or your dedicated account manager within 24 hours.
We will always ask you to send us a photo of the faulty or damaged item/s for our records which means that we can usually deal with the problem as efficiently as possible.
This means that we will either offer to refund or replace the items and this is a decision that will be made on a case by case basis.
We reserve the right for the faulty or damaged items to be returned to us for inspection. Once the item/s is received and inspected, we will send you an email to notify you on the approval or rejection of your refund.
In all circumstances, the items must be retained in it’s original, unused and unopened packaging until you have heard from ourselves, therefore, you must not:
-Use any of the item/s before we confirm that we are happy to offer a full / partial refund or replacement.
-Discard any of the item/s before we confirm a full/partial refund or replacement.
– Please Note: Dent/Crush or imperfections are not considered as faulty or damaged.
Items sent back to us need to be packaged properly and with care. If items are not sent in suitable packaging (resulting in damage) we will not offer a refund.
Return Shipping
The buyer is responsible for return shipping costs (proof of postage is required).
If the item is not in it’s original condition or properly packaged, the buyer is responsible for any loss in value.
We hope that you understand, we have to verify claims etc to protect ourselves – but we are equally more than happy to help and resolve all genuine cases.