Refund policy

Right to Cancel
You have the right to cancel your order within 14 days after your order has been delivered. If you wish to return an unwanted item, you must notify us in writing (either by post, by e-mail or by using the Contact Us page on the website) within 14 days of receipt of the item.

Once an order has been placed, we cannot cancel or amend it for any reason. If you change your mind and want to cancel your order/item(s) before delivery, you will need to return the order/item(s) once delivered following our returns process below. 

Returns Initiation
To initiate the returns process, please contact our customer service team via email at social@whiterosewellness within 14 days of receiving your goods, providing your order number and specifying whether you wish to return all or part of your order. You have 14 days from the day of notifying us to return your order/goods.
We will then contact the supplier/s from which the order is from to authorise the return/replacement/refund process. (We do not hold any physical stock, returns have to go back to the original supplier they were from which requires their authorisation first, this can take 1-5 working days). Once approved you will be provided with an RMA reference to include in your return, along with the return instructions. 

(The request needs to be sent from the email address the order was placed with/from the customer who placed the order).

Note: As per the Distance Selling Act, we only accept returns within 28 days from the date of delivery

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at social@whiterosewellness.co.uk

3. Damaged/Faulty items

In the event of an item arriving damaged, contact must be made to ourselves via email within 24 hours of receipt of the goods and we will advise whether a return is necessary. We request photographic evidence of all damages wherever possible (excluding silver jewellery), rather than a return. If you receive goods that are faulty or incomplete on arrival, you must notify us within 48 hours of receipt of the item in writing (by post, by e-mail or by using the Contact Us page on the website). Please note we will offer a refund for any faulty items instead of a replacement for orders overseas.

Incorrect items received

If by mistake we supply you with an incorrect item, you must notify us within 30 days.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at social@whiterosewellness.co.uk.