Returns & Cancellations
Can I cancel or amend my order?
Since we begin processing each order through our warehouse as soon it has been submitted, we are unfortunately unable to cancel or amend most orders after they been placed. However, if you contact our customer support team using the 'chat with us' feature on our website or drop an email to email@example.com and the order has not been processed already, we will do our very best to cancel or amend the order for you.
Please note, as a small, independent company our live chat, emails, contact forms and social media pages are not monitored 24/7, so we cannot guarantee any order cancellations or amendments.
We kindly ask that you please take care to double check your details before placing your order.
If we are unable to cancel your order, you are welcome to return your order within 14 days as per our return policy (returns exclude BioRefills).
What is your return policy?
You are welcome to return any new, unopened and unused products for a refund within 14 days of delivery (BioRefill's excluded*). Please reach out to our customer support team at firstname.lastname@example.org and we'll provide you with return instructions.
Please note that the customer is responsible for returning the package and the associated costs - we are unable to refund return postage costs. We are also unable to cover the cost of any import taxes.
A full refund for your order will be provided once a return tracking code is received.
*We are unable to accept any returns on our BioRefills. Due to the biodegradable nature of our refill pouches, they need to be decanted into glass jars/bottles within 5 days of receiving them.