Returns + Refunds

This website is operated by The Refined Apothecary

Our Return Policy

We want you to be happy with your order, we are determined to have each and every purchase result in a happy customer. Because all of our holistic products here at The Refined Apothecary are handmade, there is some potential for human error.

Usually, we will pick this up and everything will be handled before your order is even dispatched. However, in the rare case that something does slip through, all you need to do is let us know. Take a look at the details below on how to do that:

If a product is faulty in any way, you may be eligible for product replacement. Contact our customer services team within 14 days using the contact form, quoting your name and order number.

A customer service representative will then talk you through next steps which can often be eased by providing a digital image of the fault (along with a clear description of the problem) in an email to our customer support team.

  • In many cases, remedy action can be taken as soon as substantiation of the claim is clear via email
  • If the fault cannot be verified over email, you may need to return the item to us for inspection
  • In that instance, a determination can then be made as to the state of the product
  • Please do not send your products back to us without contacting a member of our team first

May we remind you to review the terms that you agreed to at the time of purchase. These are available at any time on our website.

Please note we work in accordance with these provisions:

  • Non-Faulty Goods: We cannot accept returns for product replacement of non-faulty goods because the products have been handmade specifically for you.
  • Faulty Goods:To return faulty goods for product replacement you need to first contact a member of our Customer Services Team using the contact form.

We will only acknowledge returned goods for product replacement if they are sent using USPS or UPS 'Signed For' recorded delivery so you have proof of delivery. You will have to meet the delivery costs of returning the products, although we will refund the postage at our discretion once the item in question is rechecked. If we are at fault, then we will reimburse USPS or UPS 'Signed For' recorded delivery postage costs.

It is only when we receive the item in its original state, that we will redo or recommend a remedy for a faulty item.

Please note: if the product is in in used condition, we will not be able to offer you a remedy for faulty workmanship where we may repair the item. Where there is a minor fault, we may suggest an alternative remedy.

Our Refund Policy

Before you receive your items - Things don’t always go to plan, and we know that. That’s why we wait 30 minutes after you place your order before we start making it. Within these 30 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order get in touch and we will be more than happy to help. Within these 30 minutes, if you contact us to cancel the order, we will be able to issue a full refund.

When you place an order with The Refined Apothecary, it’s not just a product that you are purchasing, but a service as well. We hand make every product and personalize it to order, so as soon as they start production of your bespoke items, we have already invested into materials and the workforce time specifically for your order. This means that if you wish to cancel after the production of your order has begun, we would be unable to offer a refund, however alternative options will be discussed with you. We will be able to advise further.

No matter what, we will always be able to help you. Contact us if you have any issues with your order, whether it is before or after we have started production.

After you receive your items - We want you to be happy with your order, and if for any reason you’re not, please do let us know. We value your feedback. As all products are handmade to order, these are never re-saleable, which means that there are some things you need to check before you’ve placed your order, as we won’t be able to do anything about them afterwards.

Because of the hand crafted nature of the products that you order with us, we look at each and every order on a case by case basis. We will always do everything within our power to find a solution to remedy the situation, as your satisfaction is so important to us.

If you wish to raise any concern within 14 days of receiving your order, please use our contact form and provide your order number and a short summary along with pictures. We will get back to you on average within 1-2 business days. As per law, the goods cannot be returned because they were made according to specifications. We may, at our discretion, look into other solutions.

Cancellations

Within 30 minutes - We wait 30 minutes after you place your order before we start making it. Within these 30 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your purchase get in touch with our friendly customer service team using our contact form. We will be more than happy to help and can offer a refund.

After 30 minutes - We hand make every product to order, so as soon as we start production of your items, we have already invested materials and the workforce time specifically for your order. This means we can not cancel after 30 minutes of placing the order.

V.1 15/September/2021