Returns Policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in all of the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
* Gift Wrapping
* Gift Cards
* Reed Diffusers
* Car Diffusers
* Personalised Engraved Products
* Made to Order Fragrance Liquid Products
To complete your return, we require a receipt or proof of purchase.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, not including delivery cost reimbursement and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again in 24 hours. Then contact your credit card company, it may take some time before your refund is officially posted and made available by them. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at berkshirearomagifts@email.com for us to investigate.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
What if my order arrives damaged or has issues?
We package our items thoroughly, and take great care over accuracy, however, in this unlikely event - please contact us immediately via BerkshireAromaGifts@email.com - within 24 hours of your order being delivered to you as per the date and time stated by Royal Mail tracked delivery, including a photo of the product/s and the packaging. If the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. After 24 hours this right is lost.
I entered the wrong engraving details?
Please take care when entering your engraving details, as the item will be engraved with your exact wording as requested. If your order arrives with incorrect inscription due to your mistake upon submission, we cannot be held responsible and cannot replace or refund your order.
If the item is engraved by us wrongly, by not engraving as per your orders request - we will of course make it right.
I entered the wrong delivery address by mistake, can this be changed?
Please take care when entering your delivery details. Unfortunately, if your order does not arrive due to the address you submitted on the order was incorrect, we cannot take responsibility. Any loss caused by incorrect addresses, financial or otherwise, will be your responsibility, unless the negligence was ours. Orders are delivered by Royal Mail and are subject to the terms and conditions of these third parties.
Exchanges
We only replace items if they are faulty or damaged. Please refer to the above section.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift givers original payment method and they will receive correspondence concerning this.
Submission & Shipping
To return your product, you should email berkshirearomagifts@email.com to request this. We will evaluate your circumstances and product concerned - if your request qualifies with our policy, we will provide you with the necessary return details and process your refund upon receipt and following inspection of the returned item/s, excluding any shipping costs as per this policy.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping costs will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. You are responsible for the items safe return, if the item/s arrive returned to us damaged, or is lost - a refund will not be processed and we will not be held responsible, it will be your responsibility to claim through your shipping insurance.
I think my order is lost?
If your order has not arrived - In the first instance please track your order for an update on your delivery. We cannot be held responsible or advise on a third parties service, therefore we state the terms of service which Royal Mail advises on their website:
'If the item hasn't been delivered by the due date plus 10 working days you may be able to claim for compensation.'
Therefore, once this timeframe has passed, although we cannot make the claim for you as this was your purchase and any funds need to return to you (plus they will ask for evidence such as a bank statement etc) - please do contact us if we can help with any evidence Royal Mail requests such as proof of posting, as we will gladly assist you!
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