Returns Policy

Returns Information:
  1. We can only accept returns on AENA products purchased via our website (www.aenahome.co.uk). Any products purchased in person, or via an alternative online vendor, must be returned to the original place of purchase as per their returns policy, unless stated otherwise.
  2. In the event that you should like to cancel your order, please get in touch with us via our contact form as soon as possible and we will be happy to assist you. Unfortunately, if your order has already been dispatched, we may be unable to cancel your order.
  3. Should there be any damage to your order throughout the delivery process, please let us know within 48hrs of receipt. Where possible, photographic evidence should be provided. We can work towards a replacement product, or a full refund.
  4. We will endeavour to process your refund/exchange within 10 working days of receipt. We will inform you should there be any delays.
  5. Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

 

Returning an unwanted item?

We get it! Sometimes you just want to change your mind. We accept returns requested within 14 days once your order has been delivered.

  1. Please put in writing via our contact form any requests for returns or exchanges, so that we can assist you. Products must be returned within 14 days of receipt. Retain your proof of postage, so we can ensure you receive your refund in a timely manner, should there be any issue with your chosen shipping provider.
  2. Returns of non-faulty products must be unused, unopened and in their original condition in the original packaging. In the event that the returned items do not meet this description, they will be sent back to you and you may be asked to cover the delivery costs.
  3. We pride ourselves on the quality of our products, but of course with essential oils there is always the chance that you could have a reaction. If this occurs, please let us know and we will be more than happy to offer you an alternative product, or a full refund.
  4. Products purchased as a gift can only be returned by the original purchaser.
  5. As we are a small business, postage costs for returns or exchanges, must be paid for by yourself, unless we have agreed otherwise. We are happy to arrange return postage labels and will deduct this cost from your refund amount.

 

Returning faulty or incorrect items?
Every order is carefully checked and packed before we send our products to their new home. However, if something has gone wrong and you can't enjoy your purchase, please let us know as soon as possible and within 7 days of receiving your order. We'll arrange a return, exchange or refund for you.