Eastern Essence Co.Refund Policy
Last updated: October 2026
1. Cancelling before dispatch or collection
You can cancel an order yourself, instantly, from your account's Order History page, for as long as the order has not yet been dispatched (for delivery orders) or collected (for in-store collection orders). If the order has already been paid for, cancelling it triggers an automatic refund to your original payment method via Stripe. You do not need to contact us. Once an order has been dispatched or collected, self-service cancellation is no longer available and the sections below apply instead.
2. Your legal right to cancel
If you are a consumer ordering online, the Consumer Contracts Regulations 2013 give you the right to cancel your order within 14 days of receiving it, without giving a reason. This cancellation right does not apply to orders collected in store at the point of purchase, or once a sealed fragrance has been opened or its seal broken for hygiene reasons, unless the product is faulty.
3. How to request a refund after dispatch
If your order has already been dispatched or collected, contact us through our contact page with your order number within 14 days of delivery or collection. We will confirm the return process, including whether the item should be posted back to us or returned in store at 16 Carlton Terrace, London E7 8LH.
4. Condition of returned items
To qualify for a refund, items must be unused, with any hygiene seal intact, and returned in their original packaging within 14 days of your cancellation request. We may make a deduction from your refund if the value of the goods has been reduced by handling beyond what is necessary to inspect them.
5. Faulty or damaged items
Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or full refund, at no cost to you, if an item arrives faulty, damaged, or not as described. This right is separate from and in addition to the cancellation rights above, and it is not affected by a broken hygiene seal where the fault is the reason for the return.
6. Processing time
A self-service cancellation is refunded automatically and immediately via Stripe. For a return after dispatch or collection, once we receive and inspect the returned item we will notify you of the outcome and process any approved refund within 14 days. Stripe refunds typically appear on your statement within 5 to 10 business days of being issued, depending on your card provider.
7. Shipping costs
Original delivery charges are refunded in full where the order is cancelled before dispatch, or where a later return is due to our error, a fault, or a valid cancellation under the Consumer Contracts Regulations 2013. The cost of returning an already-dispatched item to us is your responsibility unless the item is faulty or was mis-described.
8. Orders cancelled by us
In some cases we may need to cancel an order ourselves, for example where stock turns out to be unavailable, or we suspect fraud. Where this happens, we will notify you and issue a full refund automatically; you do not need to take any action.
9. Loyalty points
If an order that earned or redeemed loyalty points is cancelled or refunded, we automatically reverse both: any points earned on that order are removed from your balance, and any points redeemed on it are credited back to you. This happens automatically as part of the refund and needs no action from you. If reversing earned points would take your balance below zero (for example, if you've since spent them), your balance is floored at zero rather than going negative.
10. Contact
For any refund query, contact us through our contact page or visit us at 16 Carlton Terrace, London E7 8LH.