Refund policy

Abbey Essentials | Orders delivered in the UK and internationally

This policy explains cancellations, returns, refunds and customs-related issues for purchases from Abbey Essentials. Our general procedures apply to all orders, wherever the customer lives. Where mandatory consumer law provides additional or different rights, those rights take precedence. Nothing in this policy limits legal rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods.

01. Before requesting a return

Please contact us through our Contact Us page and provide your order number, the product concerned and the reason for the request. If an item may be faulty, damaged or incorrectly supplied, photographs and a description of the issue can help us resolve it promptly.

We will provide an appropriate return address and any necessary instructions. Do not send international returns without contacting us first, because customs paperwork may be needed to identify the goods as a return. Contacting us in advance helps prevent unnecessary charges, but failure to obtain a return authorisation does not remove any statutory right to cancel or obtain a remedy.

Keep proof of posting and use adequate packaging. For high-value returns, we recommend a tracked and appropriately insured delivery service.

02. Change-of-mind cancellations and return periods

Statutory cancellation rights. Where a legal cooling-off or withdrawal right applies to an online purchase, we will honour the period and procedure required by that law. Under the applicable UK distance-selling rules, eligible consumers generally have 14 days after receiving the goods to notify us of cancellation and then a further 14 days to send them back. Similar 14-day withdrawal rights generally apply to eligible EU consumer purchases. If an order arrives in separate deliveries, the period may run from receipt of the final item. Different or additional mandatory rules may apply to an individual order.

 

Returns outside a statutory cancellation right. If no legal change-of-mind cancellation right applies, we are not obliged to accept an unwanted item merely because a customer dislikes it, selected the wrong product, ordered too much or changed their mind. At our discretion, we may consider a goodwill return requested within 7 calendar days of delivery, provided that the goods are unused, unaltered, complete, securely sealed where supplied sealed, and in suitable condition for resale.

Any goodwill arrangement does not replace or reduce mandatory consumer rights. This policy applies to orders placed after its publication and does not retrospectively remove rights or promises applicable to earlier purchases.

03. Opened, tested, used and partially consumed products

Our products include essential oils, fragrance oils, carrier oils, cosmetic ingredients, creams, gels and lotions. Customers may inspect goods as reasonably necessary to establish their nature, characteristics and functioning, to the extent permitted under the applicable law. Using or consuming a product is different from inspecting it.

Examples of handling that can go beyond reasonable inspection include:

  • Applying oils, creams or lotions to the skin or using them in a diffuser or formulation.
  • Using a portion of a bottle, tub or other container and returning it with missing contents.
  • Mixing a product with other ingredients or altering or contaminating it.
  • Damaging a container, tamper-evident closure or the product through handling beyond reasonable inspection.

Where a customer exercises a statutory cancellation right, we may make a lawful, evidence-based deduction for any reduction in value caused by handling beyond what was necessary to inspect the goods. The deduction will reflect the actual loss in value and will not be an automatic restocking charge or penalty. If excessive use has rendered an item entirely valueless, the deduction may equal that item's price where the law permits.

Disliking a fragrance, texture or personal result does not, by itself, make a correctly described and conforming product faulty. This does not affect remedies where a product genuinely fails to meet the applicable legal requirements.

04. Seals, hygiene and products made to order

Some sealed goods that are genuinely unsuitable for return for health protection or hygiene reasons may be excluded from statutory change-of-mind cancellation rights, where the applicable law allows that exception. Genuine made-to-specification or personalised goods may also be excluded where permitted.

Not every opened essential oil, fragrance oil or cosmetic product automatically qualifies for a hygiene exception. Opening ordinary outer packaging alone does not necessarily remove cancellation rights. We assess the specific product, its protective seal and the applicable law.

For discretionary goodwill returns, we normally require goods to remain unused, unopened and in resaleable condition. Faulty or misdescribed goods are dealt with separately under section 05.

05. Faulty, damaged or incorrectly supplied goods

Customers reporting faulty, damaged, leaking, contaminated or incorrectly supplied products must provide sufficient information to allow Abbey Essentials to investigate and assess their claim.

We may reasonably request supporting evidence, including photographs, videos, order details, packaging information or a description of the issue.

Where photographs or videos are insufficient or the alleged fault cannot be verified remotely, we may request that the product be returned for inspection, subject to applicable consumer law.

Refunds, replacements or other remedies will be provided where the claim is substantiated and the customer is legally entitled to them. We reserve the right to investigate claims and decline those that are unsupported or do not establish a product fault, subject to statutory consumer protections.

06. Return postage and packaging

For an eligible change-of-mind return, the customer pays the direct cost of returning the goods where this responsibility was properly disclosed and the applicable law permits it. We do not normally provide free return labels for unwanted goods.

For faulty, damaged or incorrectly supplied goods, we will meet return costs where required by applicable law. Please contact us before posting so that we can provide suitable instructions, particularly for liquids or goods subject to transport restrictions.

The customer is responsible for taking reasonable care when packing an item for return. We recommend retaining the proof of posting. Responsibility for loss or damage in transit will be determined by the applicable law and the circumstances of the return.

07. Original delivery charges and partial returns

Original shipping charges are non-refundable for change-of-mind returns, except where a statutory refund entitlement applies.

Shipping charges cover the transport service purchased to fulfil an order. Once a parcel has been dispatched, the shipping service has been purchased from the carrier, and its cost cannot be recovered.

The following conditions apply:

  • Change-of-mind returns: Original outbound shipping charges are not refunded unless the customer has a statutory entitlement to reimbursement.

  • Partial returns: Where only part of an order is returned, the original shipping charge is normally non-refundable.

  • Voluntary or goodwill returns: Where Abbey Essentials agrees to accept a return outside a statutory cancellation right, original shipping charges remain non-refundable unless expressly agreed otherwise.

  • Premium delivery: Additional charges for express, premium or upgraded delivery services are not refunded for change-of-mind cancellations beyond any mandatory entitlement to standard delivery reimbursement.

  • International orders: Original international shipping charges are non-refundable for voluntary returns where no mandatory entitlement to reimbursement applies.

 

Statutory cancellation exception: Where an eligible cancellation of an entire order falls under applicable UK, EU or EEA distance-selling protections, Abbey Essentials will reimburse the original standard delivery charge to the extent required under those rules. This does not create an additional voluntary shipping-refund entitlement for other orders.

Where an order involves faulty, damaged, incorrectly supplied or undelivered goods, any delivery-cost reimbursement will be assessed under the mandatory consumer rights applicable to that transaction.

Abbey Essentials does not provide complimentary return shipping for change-of-mind returns. Customers are responsible for the direct cost of returning unwanted goods where this responsibility has been disclosed and the applicable law permits it.

08. International returns and customs paperwork

International change-of-mind returns are made at the customer's expense. Customers must contact Abbey Essentials before returning goods from outside the United Kingdom to obtain the correct return instructions and customs documentation requirements.

Return shipping responsibilities

For international change-of-mind returns:

  • We recommend a tracked and appropriately insured shipping service.

  • The customer must ensure that the chosen carrier accepts the products being returned, including any applicable restrictions on liquids, oils or other regulated goods.

  • Original outbound shipping charges remain non-refundable, except where a mandatory statutory entitlement applies.

Customs declarations and return paperwork

International returns must be accurately declared as returned goods, with the correct product description, value and supporting order information.

Customers must not incorrectly declare commercial returns as gifts or deliberately undervalue their contents.

Incorrect or incomplete customs documentation may result in delays, additional duties, taxes, clearance charges or the parcel being returned to the sender.

Additional customs and carrier charges

For voluntary international returns, Abbey Essentials does not agree to cover additional customs, handling, storage, clearance or carrier charges incurred because of inaccurate documentation, unsuitable return arrangements or failure to follow reasonable return instructions.

Where such charges are attributable to the customer's actions, we reserve the right to recover reasonable, documented costs or make lawful deductions from any refund, where permitted by the law applicable to the transaction.

We do not guarantee reimbursement of import duties, import VAT or customs charges already paid to overseas authorities or carriers. Eligibility for recovery depends on the applicable customs procedures, the nature of the return and any mandatory refund rights.

Faulty or incorrectly supplied goods

Where a return is necessary because Abbey Essentials supplied faulty, damaged or incorrect goods, we will arrange an appropriate resolution and meet reasonable associated costs to the extent required by the mandatory law applicable to the purchase.

09. Prepaid import duties and taxes (DDP, PDDP and DTP orders)

For destinations where Abbey Essentials collects import duties and taxes at checkout and dispatches through a sender-paid customs arrangement, the amount collected may include estimated import VAT and customs duty.

Before dispatch: If an order is cancelled and refundable before shipment, applicable duties and import taxes collected but not incurred will normally be refunded with the order.

After dispatch or import: Customs duties and import taxes may already have been paid to a carrier or customs authority. Whether those amounts can be refunded may depend on the applicable cancellation rights, the destination's customs procedures, whether an import assessment can be reversed and whether the charges are recoverable. We will assess these amounts separately and provide any refund required by law. We do not guarantee that overseas customs authorities will reimburse every charge following a voluntary return.

10. Recipient-paid import charges (DDU or DAP orders)

For destinations shipped on a recipient-paid basis, the customer is responsible for applicable import VAT, duties and clearance charges assessed by the destination's authorities or delivery carrier. These charges are not included in our checkout total.

If goods are returned after import, any refund of tax or duty paid directly to an overseas authority or carrier may require a claim by the importer or recipient under the relevant local procedure. Abbey Essentials cannot directly refund amounts we did not collect and cannot guarantee that those authorities will approve a refund.

Customers must supply a valid delivery address, email address and telephone number. Depending on the country, customs or the local carrier may contact them by email, telephone, text message or payment link to request payment or documentation. Failure to respond or pay can cause a parcel to be held or returned.

11. Refused, unclaimed, undeliverable and returned parcels

Refusing delivery, failing to collect a parcel or not paying required recipient-paid import charges does not create a right to a full refund and does not, by itself, constitute a properly communicated statutory cancellation.

If a parcel is returned because the customer supplied incorrect details, failed to respond to customs or delivery requests, or refused charges that were clearly their responsibility, we may ask the customer to pay a reasonable additional charge before reshipping. For any refund, we may seek to recover reasonable, evidenced costs caused by those circumstances. We will not impose automatic penalties or unlawfully withhold amounts owed under a statutory cancellation or consumer remedy.

If an order sold as duties paid is unexpectedly presented to the recipient for import VAT or customs duty, customers should contact us promptly with the payment request. We will investigate. Customers should not be required to pay the same import charges twice.

12. Lost parcels, delivery failures and delays

If a parcel has not arrived, is marked delivered incorrectly or appears lost, please contact us so we can investigate with the carrier. We will provide any replacement, refund or other remedy required by the law applicable to your purchase.

Carrier tracking updates and delivery estimates do not remove statutory rights where Abbey Essentials remains responsible for delivering goods to the customer.

13. Refund timing and payment method

For a valid statutory cancellation of goods, we will reimburse amounts due within the applicable legal deadline. Under the usual UK distance-selling rules, this is generally within 14 days after we receive the goods back or receive acceptable evidence that they have been sent back, whichever is earlier. Where goods were never dispatched, the applicable timetable may run from notice of cancellation. Other mandatory local refund deadlines will be honoured where applicable.

We may inspect returned goods to assess their condition and any legally permitted deduction. We will explain any proposed deduction and its basis. Refunds are normally made to the original payment method unless otherwise agreed or required by law. Banks and payment providers may take additional time to display the credit.

We do not charge a refund administration fee for statutory refunds.

14. Exchanges and order changes

We do not normally offer direct exchanges. Customers wishing to purchase a different product may place a new order and return the original item where eligible.

If you need to correct an order, contact us promptly. We will try to assist before dispatch. Once an order has been dispatched, a change may not be possible and the relevant cancellation, return and delivery rules apply.

15. Wholesale and business purchases

Consumer cooling-off or withdrawal rights do not automatically apply to purchases genuinely made for business purposes. Wholesale and other business-to-business returns are subject to the applicable agreed contract, any written return authorisation and mandatory rights relating to defective or misdescribed goods.

16. Applicable law and mandatory consumer protections

Abbey Essentials is established in the United Kingdom. This policy is read alongside our Terms of Service and the law applicable to the purchase. A customer does not lose mandatory consumer rights merely because the goods are shipped internationally or because the seller is UK-based. Equally, a particular country's cancellation law does not necessarily apply to every overseas transaction simply because the customer cites it.

Which mandatory protections apply depends on the relevant law and international consumer-contract rules, including whether we direct sales to the customer's country. Where such protections cannot lawfully be excluded or restricted, they prevail over any inconsistent term of this policy.

17. Contact Abbey Essentials

For cancellations, return instructions, faulty-product enquiries or international customs issues, please use our Contact Us page. Include your order number and, where relevant, tracking information and supporting details.

For our shipping arrangements and the distinction between prepaid and recipient-paid import charges, see our Shipping & Delivery Policy.