Returns & Refunds
I want you to be happy with your purchase
Everything at The Sanctuary & Beyond is made, selected and packaged with care. If something isn't quite right with your order, please get in touch with me in the first instance. I'll always do my best to help.
This policy explains how returns, refunds and exchanges are handled, while preserving your statutory rights as a consumer.
Changed your mind?
For most goods purchased online, you have the right to cancel your order within 14 days of receiving it, without having to give a reason.
If you wish to cancel, please contact me within those 14 days. You will then normally have a further 14 days to return the item.
Returned items should be unused and in their original condition, with their original packaging where reasonably possible.
For a change-of-mind return, you are normally responsible for the cost of returning the item.
Your right to cancel may not apply to certain products, including goods that have been clearly personalised or made specifically to your requirements.
Handmade Jewellery
I hope you'll love your jewellery, but if you change your mind about a purchase, you can request a return within 14 days of receiving it.
For a change-of-mind return, jewellery should be unworn, undamaged and in its original condition.
After the 14-day cancellation period, I cannot normally accept a jewellery return simply because you have changed your mind or no longer want the item.
Because my jewellery is handmade, natural gemstones and other natural materials can have individual variations in colour, pattern, texture and appearance. These variations are part of the character of a handmade piece and are not considered faults.
If there is a problem with your jewellery
If your jewellery is faulty, damaged on arrival or does not match the description of the item you ordered, please contact me.
I'll assess the problem and, where appropriate, arrange a repair, replacement or refund in accordance with your statutory consumer rights.
Your legal rights regarding faulty or misdescribed goods are not affected by this returns policy.
Personalised Essential Oil Blends
Your personalised essential oil blend is created specifically for you, based on the information and preferences discussed during your consultation.
Because these blends are personally formulated and made specifically for an individual, they are not normally eligible for a change-of-mind return once they have been made for you.
What if my blend doesn't feel right for me?
Please contact me first.
I don't want you to simply put an opened bottle to one side because you're not happy with the blend. I'll talk through your experience with you and, where appropriate, I may:
- adjust the formulation
- remake your blend
- provide a replacement blend
- discuss a different approach that may be more suitable for you
Every personalised blend is created with the intention of supporting your individual wellbeing, so I want to make sure you feel comfortable and confident using it.
For safety and hygiene reasons, opened or used bottles cannot normally be returned for resale.
This does not affect your statutory rights if a product is faulty, damaged or not as described.
Other Aromatherapy Products
If you purchase an aromatherapy product that is not personalised or made specifically for you, the normal 14-day online cancellation rights apply unless a specific legal exception applies.
Where a product has been sealed for health or hygiene reasons, opening the seal may affect the right to cancel.
If you're unsure whether your item can be returned, please contact me before sending it back.
Faulty, Damaged or Incorrect Items
I take great care when preparing your orders, but occasionally something can go wrong.
If your item:
- arrives damaged
- is faulty
- is not what you ordered
- is significantly different from its description
please contact me as soon as possible.
Please include your order details and, where helpful, photographs of the item and its packaging.
I'll look at the problem and work with you to find an appropriate solution, which may include a repair, replacement or refund, depending on the circumstances.
How to Request a Return
Please contact me before returning an item.
I'll confirm whether the item is eligible for return and provide any instructions you need.
For jewellery, I recommend using a tracked postal service when returning an item, as I cannot be responsible for an item that is lost in transit after it has been returned by you.
Refunds
Once your returned item has been received and checked, I'll arrange any refund that is due.
Where you have exercised your statutory cancellation right, refunds will normally be made using the original payment method. The applicable standard delivery charge is also normally refundable, although additional costs for an upgraded delivery service may not be.
I may wait to issue the refund until I have received the returned item or you have provided evidence that it has been sent back, whichever happens first.
If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, the amount refunded may be reduced to reflect any resulting loss in value.
Exchanges
I don't routinely offer exchanges for unwanted jewellery or other handmade items.
If you've changed your mind, the simplest option is usually to return the eligible item and place a new order for your preferred piece.
If your item is faulty or incorrect, please contact me and I'll help find the appropriate solution.
Handmade with Individual Character
Many of the items available from The Sanctuary & Beyond are handmade or contain natural materials.
This means that no two pieces will necessarily be identical. Small differences in gemstone colour, markings, shape, texture and finish are part of what makes a handmade piece individual.
These natural variations are not considered faults.
Your Consumer Rights
Nothing in this policy limits or removes your statutory rights as a consumer.
If goods are faulty, not as described or do not conform to the contract, you retain your rights under UK consumer law regardless of any voluntary returns policy. Terms and notices provided to consumers must also be fair and transparent.
If you're unsure about whether something can be returned, please contact me before sending it back. I'm always happy to talk it through.