We are not required to provide a refund or replacement if you change your mind.
But you can choose a refund or exchange if an item has a major problem. This is when the item:
1. Has a problem that would have stopped someone from buying the item if they had known about it
2. Is Unsafe
3. Is Significantly different from the sample or description
4. Doesn’t do what we said it would, or what you asked for and can’t be fixed easily.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major, we will repair the item within a reasonable time. if it is not repaired in a reasonable time you can choose a refund or replacement.
Please not we do not consider a change of country of origin or an extraction method of the product a reason for a refund or a return
If you receive an item that is not what you ordered, or damaged, leaking, or incorrectly labelled then please take a photo of it and email it to us. - it will help us to expedite the fix.
An important note on our oils/extracts; the fact that it might be different from eg what we supplied you last time or what another supplier sent you previously does not mean the product is faulty. It probably just means its different - doesn't necessarily mean its faulty. If you think a product is faulty then please let us know and we will try to trouble-shoot remotely. This will include inter alia, a quick test against our reference sample (or a like sample). We can judge odour , colour viscosity and the like. If that doesn't get us to a solution then we will ask you to send back the product so we can conduct stage 2 testing. if that test proves the product is faulty then we will send a replacement and cover the cost of the postage. If that test proves the product is not faulty then you will be liable to either collect the product or pay for return postage, or try to develop another solution with us.