We have tried to cover all of the common questions within this subject, so before you email us please read the information below. Please be sure to read all of the entries relating to your enquiry.
If you cannot find the answer to your query in the list below, Contact Us for further help.
Returns policy
Quinessence wants you to be completely happy with your purchase, so if for any reason you are not 100% satisfied we are happy to offer a refund, exchange or replacement on any item returned to us within thirty days of your receipt of goods, provided they are still in their original packaging, undamaged and in an unused condition.
Whilst we understand that you may need to open a product to evaluate the fragrance, for reasons of hygiene and safety we are unable to accept the return of any product that has been used. All returned goods will be closely examined upon receipt in accordance with our policy.
If you are returning an item because of an error on our part we will be happy to refund all delivery charges incurred. Otherwise you will be responsible for those charges and the costs of any other services provided to you in connection with your purchase.
Returning a product
Should you wish to exchange or return an item, you must first email us and we will issue you with a Returns Authorisation Number (RAN). Goods returned without a RAN will be subjected to a 15% administration and restocking fee.
To return an item, please enclose your Returns Number and a brief note outlining the reason for the return, wrap the package securely and post it to us. You will need to include your packing slip if the return is due to an error on our part.
You will need to ensure that your return goods are packaged safely, since we are unable to offer refunds on returns that have been damaged in any way during transit. We cannot accept liability for packages lost or damaged during transit, therefore you are advised to send your package by recorded delivery, registered post or courier. Proof of postage is not proof of delivery.
Your return should be wrapped securely in the same packaging in which you received it, and should be returned to:
Returns Department
Quinessence Aromatherapy Ltd
Mill Lane
Alton
Hampshire GU34 2PX
United Kingdom
Refunds
We will notify you via e-mail of your refund once we've safely received, checked and processed the returned item(s) according to our policy, above. If you are returning an item that was not due to an error on our part, the cost of shipping that item to you will be deducted from your refund. In the unlikely event that you wish to return an entire order through no fault on our part, the full cost of documentation, packing and shipping will be deducted from your refund.
You will be notified of this cost when we issue you with your Returns Authorisation Number. You can expect a refund in the same form of payment originally used for purchase within 14 business days of our receiving your returned item(s).
Import duties
Overseas customers may be subject to import duties which are levied once your order arrives in your country. Additional charges for customs clearance must be borne fully by you since we have no control over these charges and cannot predict what they may be.
Customs policies vary widely from country to country and you must contact your local customs office for further information. If you refuse to pay any such charges and your order is returned to Quinessence, you will be charged for all costs incurred in connection with this return plus our original shipping charge to your address.
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