Refund policy

Return - Refund - Complaint Policies

  1. Overview:

At Annie Brown Aromathérapie, we take great care in creating and packaging our products. If you are not completely satisfied with your purchase , we are here to help.

This policy outlines your rights and our procedures regarding returns, refunds and exchanges.

2. Change of Mind (Non-Faulty Items)

In accordance with UK consumer law, you have the right to cancel your order within 14 days of receiving your goods.

To be eligible for a return:

  • The item must be unused, unopened, and in its original packaging
  • You must notify us in writing within 14 days of delivery.

Due to hygiene and safety reasons, opened or used aromatherapy products cannot be returned, unless they are faulty.

Return shipping costs for change-of- mind returns are the responsibility of the customer.

3. Faulty or Damaged Items

If your item arrives faulty, damaged, or incorrect, please contact us within 48 hours of delivery with:

  • Your order number
  • A description of the issue
  • Clear photographic evidence

Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund for faulty goods.

Where a fault is confirmed:

  • We will cover any return shipping costs
  • A refund or replacement will be issued promptly

4. Refunds 

Once your return is received and inspected, we will notify you of the outcome.

Approved refunds will be:

  • Processed to the original payment method
  • Issued within 5 to 10 working days, depending on your payment provider

Shipping costs are non-refundable, except where the item is faulty or incorrect.

5. Exchanges

We only replace items if they are faulty damaged, or incorrect.

if you need an exchange, please contact us first before returning any items.

6. How to initiate a return

Before sending any items back, please contact us for return authorisation:

Email: info@annie-brown.co.uk

Phone: 07508 417 342

Address: Suite 1, First Floor, 3 Jubilée way, Faversham, ME13 8GD, England

Returns sent without prior contact may not be accepted.

7. Contact us

If you have any questions about this policy, please contact us using the details above.

 

COMPLAINTS POLICY:

At Annie Brown Aromathérapie, we are committed to providing high quality products and excellent customer service. If you are unhappy with any aspect of your experience, we take your complaint seriously and will work to resolve if fairly and promptly.

How to make a complaint:

If you wish to make a complaint, please complete the complaint form below and submit it by email or post.

Email: info@annie-brown.co.uk

Postal Address: Annie Brown Ltd, Suite 1, First Floor, 3 Jubilee Way, Faversham, England, ME13 8GD

Please include as much detail as possible so we can investigate efficiently.

  • What happens next: we will acknowledge receipt of your complaint within 3 working days
  • We aim to provide a full response within 10-14 working days
  • If additional time is required, we will keep you informed
  • Where appropriate, we will offer a resolution such as a replacement, refund, or goodwill gesture

Complaint Resolution:

If your complaint relates to faulty goods, this will be handled in line with the Consumer Rights Act 2015.

If you remain dissatisfied after our final response, you may seek independent advice or alternative dispute resolution.

Complaint Form

Customer Details

  • Full Name:
  • Email Address: 
  • Phone Number:

Other Information

  • Order Number (if applicable):
  • Date of Purchase:
  • Product name(s):

Details of Complaint:

Please describe the issue clearly, including dates and any relevant information:

Outcome Sought

Please indicate what resolution you are seeking (e.g. refund, replacement, explanation):

Supporting Evidence

(Please attach photographs or document if applicable)

Declaration

I confirm that the information provided is accurate to the best of my knowledge.

Signature