Refund Policy

Returns & Refunds

I want you to be happy with what you buy. If something isn't right, tell me and I'll sort it.

Your right to cancel

You can cancel any order within 14 days of receiving it, for any reason or no reason at all. You don't need my approval and I won't charge a fee. Email petessenceshopuk@gmail.com to let me know.

Once you've told me, send the item back within 14 days. I'll refund you within 14 days of receiving it, or of you showing me proof of postage — whichever comes first.

30 days to change your mind

Beyond the statutory 14 days, I give you a full 30 days from delivery to return anything unused and in its original packaging. Same deal: no arguments, no restocking fee.

Return postage

You cover return postage unless the item is faulty, damaged, or not what you ordered — in which case I cover it.

Faulty or damaged items

If something arrives damaged or develops a fault, email me with a photo and I'll replace it or refund you in full, including original postage. Under the Consumer Rights Act 2015 you have up to 30 days to reject faulty goods for a full refund, and up to six years to claim for goods that weren't of satisfactory quality.

Lost or delayed parcels

Until a parcel is in your hands, it's my responsibility, not yours. If it hasn't arrived or tracking has stalled, email me and I'll chase the courier, resend, or refund. You don't need to contact anyone but me.

Refunds

Refunds go back to your original payment method, in GBP, within 14 days.

Cancelling before dispatch

If you want to change or cancel an order before it ships, email me as soon as you can and I'll try to catch it. If it's already gone, use the 14-day cancellation right above.

Anything else

petessenceshopuk@gmail.com — I read every message and reply myself, usually within a day.

Nothing in this policy affects your statutory rights.