Refund policy
At Anne Essence, we take pride in offering premium-quality, organic essential oils crafted to the highest standards of purity and care. We want you to shop with complete confidence. Should something not meet your expectations, our returns process is designed to be clear and considered.
Return Window
You may request a return within 30 days of delivery of the last item in your order. This 30-day policy is in addition to any statutory rights you may have under applicable law.
EU Right of Withdrawal
If you are a customer in the European Union, you may cancel your order without giving a reason at any time before delivery, or within 14 days after the last item in your order has been delivered.
To exercise this right, submit a return or cancellation request through our self-serve returns process, or email support@anneessence.com with your order number and request. We will confirm your request and provide return instructions where applicable.
The 14-day withdrawal right does not apply to products that are not suitable for return for hygiene or health-protection reasons after being unsealed, where this exclusion is permitted by law. This does not affect your rights if a product is faulty, damaged, or not as described.
Order Cancellations
Orders may be cancelled through our standard cancellation process until they are fulfilled.
Once an order has been dispatched, standard cancellation is no longer available. However, customers in the European Union may still exercise their statutory withdrawal rights before delivery or within 14 days after the last item in their order has been delivered, as described in the EU Right of Withdrawal section above.
To request a cancellation, please submit a request through our self-serve returns process or email support@anneessence.com with your order number and cancellation request. We will confirm whether the order can be cancelled and explain the next steps.
Eligibility for Returns
- For change-of-mind returns under our 30-day policy, items should be unused, unopened, and in their original packaging. This does not limit any statutory rights that apply.
- Returns are accepted for both defective and non-defective products.
- For hygiene and safety reasons, opened or used essential oil bottles may not be eligible for change-of-mind returns where a hygiene or health-protection exception applies by law. This does not affect statutory rights or claims for faulty, damaged, or incorrectly described products.
Return Method
- Returns must be sent by post to our designated return address (provided after contacting us).
- Defective or incorrect items: return postage is covered by us.
- Change-of-mind returns: return postage is the customer’s responsibility. No restocking fees apply.
Refund Process
- You will be notified by email once your return has been received and inspected.
- Approved refunds are issued to the original payment method.
- Please allow 5–7 business days for your bank or payment provider to complete the transaction.
- For EU withdrawals, refunds will be handled in accordance with applicable law. We may withhold reimbursement until the returned goods have been received or proof of return has been provided.
Exchanges
Exchanges are available within 30 days of delivery, subject to product availability. Please contact our support team before returning an item to confirm availability.
Damaged or Incorrect Items
If your order arrives damaged or incorrect, please contact us within 7 days of delivery. Reporting the issue within 7 days helps us resolve it quickly, but this does not limit your statutory rights.
Gift Cards
Anne Essence Digital Gift Cards are delivered instantly by email. As digital products, all gift card purchases are final and non-refundable, except where required by law.
Please ensure the recipient’s email address is entered correctly, as we cannot reissue or refund gift cards sent to incorrect email addresses.
Final Sale Items
Items marked as Final Sale are not eligible for return or exchange unless they are faulty, damaged, incorrectly described, or a return is required by applicable law.
To start a return, refund, or exchange, please email us at support@anneessence.com with your order number and item details, or visit our Contact page.
Our online store is powered by a secure, industry-leading e-commerce platform, ensuring a safe and seamless shopping experience from checkout to delivery.