Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, sealed or with tags (if any), and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at pennyconnor@hotmail.co.uk. Please note that returns will need to be sent to the following address: RETURNS, Kelbrook Aromas Ltd, 39 Alexandra Road, Sale, M33 3EF

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Returned items must be packaged in the original packaging and in a saleable condition (unless received damaged) and be protected from damage in transit. It is your responsibility to ensure they are properly re-packed before returning them if you do not have the original packaging. Please ensure you get a proof of posting certificate when returning items to us. We cannot be held responsible for goods that get lost in transit (your statutory rights are not affected). In the event your items go missing on their way back to us it is your responsibility to claim from your courier or the Royal Mail.

You can always contact us for any return question at pennyconnor@hotmail.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately and no later than 48 hours after delivery, if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

For damaged items please retain all original packaging so we can raise the issue with our courier.

If you haven’t received your order within 7 working days please contact us (pennyconnor@hotmail.co.uk) and we'll do what we can to locate your package and make things right. Our obligation is to issue replacements for non-deliveries and/or damaged items.

Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

We will be unable to refund or exchange items which are returned damaged or lost in transit back to us so please repackage them as carefully as possible and consider the use of insurance through your chosen courier. 

We will be unable to refund postage costs.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, sealed and with tags (if any), and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at pennyconnor@hotmail.co.uk.

All refunds are at the discretion of Kelbrook Aromas Ltd.

Returns Address: RETURNS, Kelbrook Aromas Ltd, 39 Alexandra Road, Sale, M33 3EF