Returns and refunds.

Because you bought online, you may cancel within seven days of receiving your order without giving us a reason. Send the products back unopened, with their seals intact, in a condition we could sell them in.

You carry the cost of returning the goods. We refund the full purchase price within 30 days of the cancellation.

If a product is defective, unsafe, or not what was described, you have six months from delivery to bring it back, and the choice of remedy is yours: a repair, a replacement or a refund. We do not get to pick for you, and we will not charge you a handling fee for it.

Damage in transit is covered too. Photograph a broken or leaking bottle before you clear it up and tell us within 48 hours, as set out under shipping and delivery.

We cannot resell an opened bottle of oil, so a change of mind has to reach us with the seal unbroken.

That does not apply when something is actually wrong with the product. If a blend has turned, arrived contaminated, or is not what the label says, open it, use it, tell us. The six-month right above stands whether or not the seal is broken, and nothing on this page is meant to talk you out of it.

Essential oils are potent, and a skin reaction is not the same thing as a defect. Patch test before you use a new oil, and read the dilution guidance on the FAQ. If you react to something, still tell us: we would want to know.

• Write to us with your order number, the one starting with NAV, and tell us what happened.
• Send a photograph if anything is damaged, leaking or looks wrong. It saves a round of questions and it is what lets us claim from the courier.
• Wait for our reply before posting anything back. We will confirm the return address and, where the fault is ours, arrange the collection ourselves.

Keep the packaging until the return is settled. It is often the evidence of what went wrong.

Refunds go back to the card or account you paid from. We cannot redirect a refund to a different account, which is a rule of the payment network rather than ours.

We process the refund as soon as the return is agreed. Your bank then takes its own time, usually a few working days and occasionally longer over a weekend or a public holiday.

Nothing on this page reduces what the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002 give you. Where this policy and those Acts disagree, the Acts win, and we will apply them.