Refund policy

Return and Refund Policy

Last updated: 22nd July 2026

Quintessential Holistic Health Ltd

We offer a voluntary 30-day returns policy in addition to your statutory consumer rights. Nothing in this policy limits, replaces or excludes any rights or remedies available to you under applicable consumer law.

Voluntary 30-Day Returns Policy:

You have 30 days after receiving your order to request a return under our voluntary returns policy.

To qualify for a change-of-mind return under this policy, the item must be:

  • In the same condition in which you received it
  • Unworn, unused and undamaged
  • Complete with any tags, labels, instructions, parts or included items
  • In its original packaging where applicable
  • Accompanied by your receipt, order confirmation or other proof of purchase

These conditions apply to our voluntary 30-day returns policy. They do not restrict your statutory rights where goods are faulty, damaged, incorrectly supplied, not as described or otherwise do not conform to the contract.

How to Request a Return:

To request a return, please contact us before sending anything back.

Email: Sales@quintessentialholistichealth.com

Telephone: +44 (0) 7792289765

Please include your order number, the item you wish to return and the reason for the return.

If your return is eligible, we will provide return instructions and confirm the correct returns address. The returns address may differ depending on the product, supplier or fulfilment location.

Please do not send goods to our registered office or customer support address unless we have specifically instructed you to do so.

Items returned without first contacting us may be delayed because we may be unable to identify the order, confirm the correct return location or provide any necessary transport instructions.

This does not limit your statutory right to notify us of a cancellation by making any clear statement within the applicable cancellation period.

Return Postage:

For voluntary change-of-mind returns, you are responsible for the cost of returning the item unless we agree otherwise.

We recommend using an appropriate tracked or recorded delivery service and retaining proof of postage until your return has been completed.

We cannot reimburse postage purchased from a third-party delivery provider unless we have agreed to do so in advance or are legally required to cover the cost.

Where an item is faulty, damaged, incorrectly supplied or not as described, please contact us before returning it. Where required by law, we will arrange the return or reimburse reasonable return costs.

UK Statutory Cancellation Rights:

When purchasing goods online as a UK consumer, you will normally have the right to cancel an eligible order without giving a reason.

You must inform us of your decision to cancel within 14 days of receiving the goods. Where an order contains multiple goods delivered separately, the cancellation period normally begins after the final item is received.

After notifying us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after informing us of your cancellation.

You may inspect and handle the goods only as reasonably necessary to establish their nature, characteristics and functioning, as you might be permitted to do in a shop.

We may reduce the refund to reflect any loss in value caused by handling beyond what was reasonably necessary.

Please return goods in their original packaging where reasonably possible, as this helps protect them during transport. The absence of original packaging does not automatically remove your statutory cancellation rights.

To exercise your statutory right to cancel, contact us at Sales@quintessentialholistichealth.com or use the optional model cancellation form at the end of this policy. You may also send us any other clear statement confirming your decision to cancel.

Customers Outside the United Kingdom:

Customers in the European Union and other countries may have mandatory cancellation, return, refund or product-guarantee rights under the consumer laws that apply in their country.

Nothing in this policy is intended to restrict any mandatory consumer protection that applies to you.

International customers should contact us before returning an item so that we can confirm the correct returns process, returns address and any customs or transport requirements.

Damaged, Faulty, Incorrect or Misdescribed Items:

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if:

  • An item arrives damaged
  • An item appears to be defective
  • You receive an incorrect product
  • An item is missing from your order
  • The goods are not as described
  • The goods are not of satisfactory quality
  • The goods are not fit for their intended purpose

Please provide your order number, a description of the issue and clear photographs where these may help us assess the problem.

Do not dispose of a damaged or faulty item unless we have confirmed that you may do so. We may need photographs, packaging information or the return of the goods before completing our assessment.

Where goods do not conform to the contract, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and applicable law.

Sale and promotional items have the same statutory protections as full-price items.

Exceptions and Non-Returnable Items:

Our voluntary 30-day change-of-mind policy does not apply to certain products, including:

  • Goods made to your specifications or clearly personalised
  • Goods that are liable to deteriorate or expire rapidly
  • Products that have been used, worn, altered, washed or damaged after delivery
  • Items that are incomplete or missing parts
  • Sealed goods that are unsuitable for return for health-protection or hygiene reasons once the seal has been broken
  • Opened or used personal-care products, cosmetics, toiletries or similar hygiene-sensitive goods
  • Opened food, tea, consumable or ingestible products under our voluntary returns policy
  • Gift cards
  • Any other item specifically identified as non-returnable before purchase, where permitted by law

These exclusions do not remove your rights where a product is faulty, damaged, incorrectly supplied, not as described or otherwise does not conform to the contract.

Please contact us if you have questions about whether a particular item is eligible for return.

Hazardous, Flammable or Restricted Products:

Certain products, including essential oils, fragrance oils, alcohol-based products, aerosols, flammable liquids or other restricted materials, may be subject to special postal and courier requirements.

Do not return these products using ordinary post or an unauthorised delivery service. Contact us first so that we can confirm whether the item can be returned and provide appropriate instructions.

Transport restrictions do not remove your statutory rights where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract.

Sale and Promotional Items:

Sale and promotional items may be returned in accordance with this policy, provided they meet the relevant eligibility conditions.

Purchasing an item at a reduced price does not remove your statutory rights.

An item clearly sold as faulty or imperfect may not be returnable because of the specific fault disclosed before purchase. Your rights may still apply if a different, undisclosed problem is discovered.

Exchanges and Replacements:

Where available, we may offer a replacement for a returned item.

For change-of-mind returns, the quickest way to obtain a different item is normally to return the original product and place a new order after the return has been accepted.

If a replacement product costs more than the original item, you will need to pay the difference. If it costs less, any applicable difference will be refunded.

Replacement stock cannot be guaranteed until the exchange or replacement has been confirmed.

Where an item is faulty, damaged, incorrect or not as described, your entitlement to a repair, replacement or refund will be determined in accordance with your statutory rights.

Return Assessments:

We will notify you after receiving and inspecting your return and confirm whether the refund has been approved.

For a voluntary change-of-mind return, a refund may be refused or reduced where:

  • The item does not meet the conditions of our voluntary returns policy
  • The item has been used, worn, damaged or altered
  • Parts, tags, packaging or included products are missing
  • The item is excluded from voluntary returns
  • The returned product cannot be matched to an order or proof of purchase

Any decision under our voluntary policy does not affect your statutory rights.

Refund Amounts:

Approved refunds will normally include the price paid for the returned item.

For change-of-mind returns made solely under our voluntary 30-day policy after the statutory cancellation period has ended, original delivery charges and return-postage costs are not normally refundable.

Where you validly exercise a UK statutory cancellation right, we will refund:

  • The price paid for the cancelled goods
  • The cost of our least expensive standard outbound delivery option

If you selected a more expensive premium, timed or express delivery service, we are not required to refund the additional amount above the cost of standard delivery.

Any gift wrapping, personalisation, enhanced delivery or other service that has already been fully provided may not be refundable where permitted by law.

Refund Timescales:

Where a UK statutory cancellation right applies, we will process your refund without undue delay and no later than 14 days after:

  • We receive the returned goods; or
  • You provide satisfactory evidence that the goods have been sent back, whichever occurs first.

We may withhold the refund until we receive the goods or satisfactory evidence that they have been returned.

For faulty goods where a refund has been agreed, the refund will be processed without undue delay and within the period required by applicable consumer law.

Refunds will normally be issued to the original payment method unless another method is expressly agreed.

After we issue the refund, your bank, card provider or payment service may require additional time to process and display the credit. This processing time is outside our control.

If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at Sales@quintessentialholistichealth.com.

Partial Refunds and Deductions:

Where permitted by law, we may reduce a refund to reflect a loss in value caused by handling beyond what was reasonably necessary to inspect the goods.

Under our voluntary returns policy, we may also make a reasonable deduction where an item is returned incomplete, damaged or in a condition that reduces its resale value.

We will explain any proposed deduction and the reason for it.

We will not make deductions that unlawfully restrict your statutory rights.

International Returns:

International customers must contact us before returning an item so that we can confirm:

  • The correct returns address
  • Any required customs documentation
  • Whether the product is subject to transport restrictions
  • The appropriate delivery method
  • Whether local consumer-law requirements apply

Unless the item is faulty, damaged, incorrectly supplied or otherwise legally non-conforming, international customers are responsible for return-postage costs.

Customs duties, import VAT, brokerage fees, handling charges or local taxes paid directly to customs authorities, couriers or other third parties may not be refundable by Quintessential Holistic Health Ltd.

You may need to contact the relevant authority or service provider regarding any available repayment.

Customers are responsible for completing return customs declarations accurately. Incorrectly completed declarations may cause delays, additional charges or the item being returned to you.

Lost or Damaged Return Parcels:

Please package returned goods securely and use a delivery service suitable for the product.

Retain your receipt, tracking information and proof of postage until the return and refund have been completed.

If a return parcel is lost or damaged by a return carrier selected by you, you may need to make a claim directly against that carrier.

This does not apply where we arranged the return or applicable law places responsibility for the return on us.

Orders Returned to Sender:

Where an order is returned to us because:

  • Delivery was refused
  • The delivery address supplied was incorrect or incomplete
  • The parcel was not collected
  • The carrier could not complete delivery after reasonable attempts

we will contact you after the goods are received.

Where permitted by law, original delivery costs, return-to-sender charges or the cost of resending the order may be deducted from a refund or charged before redelivery.

This does not apply where the failed delivery was caused by us or our delivery provider.

Model Cancellation Form:

You may copy and complete this template if you wish to cancel an eligible order.

You do not have to use this template. You may instead write or email us with a clear statement confirming your decision to cancel.

To:

Quintessential Holistic Health Ltd
1 Tyne View
Lemington
Newcastle upon Tyne
NE15 8DE
United Kingdom

Email: Sales@quintessentialholistichealth.com

I hereby give notice that I wish to cancel my contract for the purchase of the following goods:

Order number:.................................................................

Product or products:.......................................................

Date ordered:...................................................................

Date received:..................................................................

Full name:........................................................................

Address:..........................................................................

Email address:.................................................................

Comments:.......................................................................

..........................................................................................

Signature:.........................................................................

Date:..................................................................................

Please do not send returned goods to the address above unless we have confirmed that it is the correct returns address. Contact us first for the correct returns address and return instructions.

Contact Us:

For returns, refunds, cancellations or questions about a particular product, please contact:

Company Information:

Quintessential Holistic Health Ltd is a company registered in England and Wales.

Company number: 15439326

Email: Sales@quintessentialholistichealth.com

Telephone: +44 (0) 7792289765

Customer Support and Business Correspondence Address:

1 Tyne View
Lemington
Newcastle upon Tyne
NE15 8DE
United Kingdom

Registered Office:

58 Durham Road
Birtley
Chester Le Street
England
DH3 2QJ

Returns:

Please contact us before returning goods so we can confirm the correct return process, return location and any applicable instructions.