Refund policy

Returns and refunds

We hand-blend every bottle in small batches in Wiltshire, and we want you to be happy with what arrives. This policy explains what happens if you are not. Nothing here affects your legal rights.

If you change your mind

You have 14 days from the day you receive your order to tell us you would like to cancel it, and a further 14 days to send it back. Email info@goldearth.co.uk with your order number and we will confirm the return address.

Provided the item comes back unused and with its seal unbroken, we will refund the price you paid, to the same card or payment method you used. Refunds are issued within 14 days of the item reaching us, or of you showing us proof that it has been sent.

The one exception — opened bottles

For hygiene reasons we cannot accept a return once a bottle's seal has been broken, and this is allowed for sealed cosmetics. Oils are applied directly to skin, hair and scalp, and we cannot resell a bottle that has been opened. Please check the bottle before you break the seal — if anything looks wrong, contact us first and we will sort it out.

If something arrives damaged or is faulty

This is different from changing your mind, and your rights are stronger.

If your order arrives damaged, or a product turns out to be faulty, you are entitled to a full refund or a replacement, and we pay the return postage. Please email us with a photograph of the product and the packaging — that lets us resolve it quickly and helps us take it up with the courier. It is genuinely helpful to hear from you within 48 hours of delivery where you can, but a later report does not lose you your rights.

Postage

There are two separate costs, and they work differently.

Sending the item back to us. For change-of-mind returns this is yours to pay. For damaged, faulty or incorrectly supplied items it is ours — we will either arrange collection or refund your postage.

The delivery charge you originally paid. If you cancel, we refund this as well, up to the cost of our standard delivery. UK delivery is free, so for most orders there is nothing to refund here.

Cancelling before your order is sent

We pack quickly, so please contact us as soon as possible if you would like to stop an order. If it has not yet left us, we will cancel it and refund you in full. If it has already gone, the sections above apply.

Exchanges and store credit

If you would rather have a different oil, or you have gone past the 14 days and would still like us to help, we can often offer an exchange or store credit as a goodwill gesture on unopened bottles. This sits alongside your legal rights, not instead of them — a refund remains yours to ask for within the 14-day period.

Getting in touch

Email info@goldearth.co.uk or call +44 7754 950861. We will confirm every return in writing so you have a record. Once we issue a refund, how quickly it appears depends on your bank — usually a few working days.

Your legal rights

Nothing in this policy reduces your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015. Where anything here conflicts with those rights, your legal rights come first.