Terms & Conditions


This section will help you understand the different payment options you have when ordering products, as well as providing you with information about delivery charges and timescales, compensation for damaged or lost goods, changing or cancelling orders, our returns policy, and our complaints procedure.

We hope you enjoy our products and shopping with us is a pleasurable experience, and that this section provides clarification where needed.

Ordering Products

Secure Online Shopping

This is the most convenient way for us to receive your order, and will ensure it reaches you as quickly as possible. Visit our secure shop, and if you need any clarification about the ordering process see our how to order section.

Order by Post, Email, or Phone

If you wish you can order by post, email, or phone, see our how to order section for details on how to do this.

Changing or Cancelling Orders

All orders paid for by credit or debit card will normally be dispatched within 3 working days, so it is essential that you contact us as soon as you can if you want to change or cancel and order.

Orders can be changed or cancelled at any time before the order is dispatched.

Additional charges may be applied if you cancel or change an order. These will be applied to cover costs incurred by PureAromatherapy.co.uk as a result of an order being changed or cancelled. Examples are postage/packaging costs, restocking costs, or costs incurred by PureAromatherapy.co.uk as a result of placing orders with suppliers in order to fulfil your order. The latter two are only likely for high volume orders. You will be notified of any charges when you change or cancel your order.

Delivery Charges

Our products are currently delivered using Royal Mail first class service, as packets or standard parcels depending on the size/weight of the package. Charges will be calculated based on the actual weight of products plus a small packaging charge. Please note that Royal Mail put their prices up considerably at the beginning of April 2013, and we have had to adjust our prices accordingly.

Order Weight Charge
0 - 0.75kg £3.50
0.751 - 1.5kg £6.00
1.501 - 2kg £9.00
2.001 - 5kg £13.00
5.001 - 10kg £16.00

Delivery Timescales

We aim to despatch your goods within 3 working days (excluding the day of ordering), and from then the package would normally arrive within 2 working days, however please allow up to 10 working days for your order to arrive especially during busy periods such as the run-up to Christmas. Please also allow longer for large orders that require us to order in ingredients especially to fulfil the order – this will be explained in the confirmation email.

If you have an urgent requirement please let us know at the time of ordering and we’ll endeavour to meet your requirements. Should a different service be required to get the order to you quickly additional charges may be payable.

Please ensure that when placing your order you include a full delivery address (with postcode) and contact number to give your package the best chance of arriving quickly. Incomplete information will lead to a delay in despatching your goods.

If no one is in when the postman tries to deliver your package he/she will post a ‘Something for you’ card through your letterbox. Please follow the instructions on this card and arrange for redelivery or collection within 18 days. If you do not do this within 18 calendar days the package will be returned to us.

Delivery Insurance

Customer orders are automatically insured up to a maximum of £46 for loss or damage during delivery.

If you would like additional insurance we can send the package special delivery, however this would need to be arranged with us at the time of ordering and would incur additional postage costs.

Product Availability

If any products you order are temporarily out of stock we will advise you as soon as possible and aim to deliver your goods at the earliest opportunity, or offer you an alternative, whichever you prefer.

Product Suitability

It is the Customer’s responsibility to ensure that the product(s) they choose are fit for purpose and are appropriately used. PureAromatherapy.co.uk accepts no responsibility or liability for any problems that may arise due to inappropriate purchasing or use.

The Customer is well protected in this area in any case, as by law they can return products for any reason within 7 working days of receipt of goods, so long as the goods are fit for re-sale.

Returns Policy

Under the Consumer Protection (Distance Selling) Regulations 2000 Customers can return products to PureAromatherapy.co.uk for any reason within 7 working days of receipt of the goods, so long as the goods are fit for re-sale. Refunds will be given upon safe receipt of the unwanted goods, unless the goods have been opened, misused, or damaged in any way that renders them unfit for re-sale.

If you wish to return goods please contact us as soon as possible. Please make sure you provide the information below when contacting us:

  • Invoice Number
  • Customer Name
  • Quantity and name of product(s) being returned
  • Reason for returning the product(s)
  • Phone Number (including area code)
  • Email address

We will contact you a soon as possible to advise you of arrangements for returning your products, normally within 1 working day.

The delivery charge will not be refunded and customers must bear the cost of returning the goods to PureAromatherapy.co.uk.

Please allow 30 days from the receipt of unwanted goods for refunds to be processed.

Damaged or Faulty Goods

Please notify us within 3 working days of the receipt of an order of about any damaged or faulty goods. We will request that you email us with a clear photograph of the damaged goods, along with your details and invoice number. If no photograph is available, or the one you have sent doesn’t show sufficient detail, we will ask you the return the damaged or faulty goods to us so we can confirm the reason for return is valid. This of course assumes that they are in a fit state to be returned.

We will contact you to agree an appropriate course of action, and where goods are deemed genuinely damaged or faulty we will either replace the goods free of charge or give you a full refund (including any cost you may have incurred sending the goods back to us). However, if the reason for returning the goods is deemed invalid you will be liable for all the packaging and cost of return delivery.

PureAromatherapy.co.uk does not accept liability for damage to fragile goods such as glass or ceramics as all goods will be appropriately wrapped and packaged for delivery. The customer will be liable for the full cost of replacing such goods, however remember that you will be covered for compensation of up to £46 for goods damaged in transit. There may be individual exceptions to this rule, which can be authorised by a member of the PureAromatherapy.co.uk team.


We will strive to ensure that you won’t feel the need to do this, however if you do want to make a complaint about our products or any aspect of our service please contact us.

We will normally acknowledge your complaint within 1 working day and will work with you to ensure a satisfactory resolution.

Thank you..

..for your interest in our products.

None of the information above affects your statutory rights as a consumer.