Returns & Refunds Policy

🔄 Returns & Refunds Policy

At Ninja Aromatherapy, we want you to be completely satisfied with your purchase. We make every effort to check items before dispatch to ensure you receive high-quality products.

⏰ Important Time Limits

You must contact us within 3 business days of receiving your order for any issues including damaged, faulty, missing, or incorrect items.

📦 What We Cover

1. Damaged or Faulty Items on Arrival

If your item arrives damaged or faulty:

  • Contact us immediately via email with your order number and item details
  • We'll ask for a photo of the damaged item (including order number visible)
  • We'll provide store credit for the full value of the damaged item
  • In some cases, we may request the item to be returned to us

2. Missing Items from Your Order

If items are missing from your delivery:

  • Contact us within 3 business days with your order number and missing item details
  • We'll provide store credit for the full value of the missing items

3. Wrong Items Sent by Us

If we sent you the wrong items:

  • Contact us as soon as possible
  • We'll arrange collection or provide a prepaid return label
  • If you were charged for items sent in error, we'll process a full refund

4. Items You Ordered by Mistake

If you ordered the wrong items or too many:

  • Contact us within 3 business days of delivery
  • You'll be responsible for return shipping costs
  • We can arrange collection for large returns (£7.50 + VAT fee for UK mainland)
  • Once we receive and inspect returned items, we'll issue store credit
  • Original delivery costs will be deducted from your credit

🚫 Items We Cannot Accept Returns For

For health and safety reasons:

  • Essential oils that have been opened or used
  • Any aromatherapy products that have been opened or used
  • Items not in original packaging

We can only accept returns of unopened items in original packaging that have never been used.

💳 Refunds vs Store Credit

  • Store Credit: Provided for damaged, faulty, or missing items
  • Refunds: Only provided for items sent to you in error by us
  • Customer Error Returns: Store credit minus original shipping costs

📞 How to Contact Us

To report any issues or request a return:

  1. Email us with your order number and item details
  2. Include photos if items are damaged
  3. We'll respond within 1-2 business days with next steps

⚠️ Important Notes

  • All returns must be reported within 3 business days of delivery
  • Items must be in original condition and packaging
  • We cannot offer compensation for potential sales losses due to delays or damaged items
  • Return shipping costs are the customer's responsibility unless the error was ours

Questions about returns? Please don't hesitate to contact us - we're here to help!