Effective Date: October 23, 2026
PENNY PRICE AROMATHERAPY LTD, the operator of www.pennyaromatherapy.com, designs and curates a full range of high-quality aromatherapy and indoor fragrance products including reed diffusers, essential oil diffusers, car fragrance accessories, wax melt warmers and custom botanical scent blends. This Refund and Returns Policy is created to ensure fair, transparent shopping experiences for all our customers, and fully complies with the UK Consumer Rights Act 2015 and UK 2024 Digital Markets, Competition and Consumers Act. We explicitly set clear terms to strictly exclude “refund only” requests that do not involve returning the purchased physical products under almost all circumstances, to protect the legitimate rights of both our customers and our brand.
1. General Ground Rules
All terms in this policy apply to every product purchased from our official e-commerce website. For all eligible return requests, you must send back the full corresponding product to our designated return address for inspection before we can process any refund-related application. We do not accept any pure refund requests that do not require returning the product, including but not limited to requests for full or partial cashback without returning items, requests to keep the product and get a full refund, or refund-only claims made without providing valid proof of product damage or delivery issues. This rule applies to all order values, all customer types and all product categories sold on our platform, with no arbitrary exceptions.
All requests for returns or product issues must be submitted within 14 calendar days from the date you successfully receive your order. Beyond this 14-day window, we will not process any unvalidated return or refund applications, unless the product has verified manufacturing defects that cannot be found through normal surface inspection at the time of delivery.
2. Eligibility for Returns (No Pure Refund Allowed)
To qualify for a valid return, your application must meet all the following requirements, and no application that fails to return the purchased physical products will be approved for refund:
- The returned product must be in its original, unused condition, with all original packaging, user manuals, accessory kits (including extra essential oil bottles, charging cables for electronic diffusers, reed sticks for diffuser sets, and decorative gift packaging) intact and not damaged. Opened aroma oil samples that come as free gifts must also be sent back together with the main product.
- You need to submit a return application through the “My Account” section on www.pennyaromatherapy.com, or send a clear application email to vellum@pennyaromatherapy.com, providing your order number, photos that show the complete condition of the product and its packaging, and a clear description of the reason for your return.
- The product is not classified as a non-returnable item listed in Section 3 of this policy.
- You must send the product back to our official return address: Unit D3 Radius Court, Maple Drive, Hinckley, Leicestershire, LE10 3BE, United Kingdom, using a trackable, pre-paid courier service. We will not process your return application until our warehouse team receives and fully inspects the returned item.
Once our team inspects and confirms that your returned product meets all eligibility requirements, we offer two optional resolutions for you: exchange the item for another product of equal value in our store, or issue a full refund to your original payment method. No pure refund request that skips the product return step will be approved under any normal circumstances.
3. Non-Returnable Items
For the following product categories, we do not support returns or any form of refund-only application after delivery, for hygiene, product safety and industry standard compliance reasons:
- All unsealed, opened essential oil blends, scented reed diffuser refills, and liquid fragrance products that have been unsealed from their original tamper-proof packaging.
- Custom personalized fragrance products that you customized with exclusive scent recipes or engraved logos and text at the time of ordering.
- Digital promotional vouchers and downloaded digital content related to aromatherapy usage guidance that have been redeemed or downloaded after purchase.
- Clearance sale products marked as “final sale” on their product detail pages during checkout.
4. Verified Damaged or Wrong Orders
If you receive a product that has obvious manufacturing defects, physical damage caused by improper delivery, or the item you received does not match the product you ordered, you are still required to send the wrong or damaged product back to us first. We will not approve any pure refund request that asks you to keep the defective/wrong item and get a full refund directly. After we receive and inspect the returned problematic product, we will cover the full return shipping cost, and you can choose to get a free replacement of the correct product, or get a full refund back to your original payment account.
The only exceptional scenario where we may offer a partial refund without requiring product return is when the product has very minor, non-influential cosmetic damage that does not affect normal aromatherapy function, and returning the item will cause more unnecessary waste for both you and us. This scenario will be reviewed and approved on a case-by-case basis only by our official customer support team, and will never be applied to requests that do not meet this strict standard.
5. Processing Time and Shipping Notes
After our warehouse team receives and approves your eligible returned product, we will process your exchange or refund application within 7 working days. For refunds, the funds will be returned to your original payment method, and the actual arrival time may vary between 3 to 10 working days depending on the processing speed of your card issuing bank or payment service provider.
Our customer support team can be reached at +44 1455 244104 during UK business hours (9:00 AM to 5:30 PM, Monday to Friday) if you have any questions about our returns policy. We will respond to all your inquiries within 24 working hours, and make sure every legitimate return request is handled fairly and efficiently.