Cancelling Before Dispatch

If you wish to cancel or amend an order before it has been dispatched, contact:

info@finchandhatton.co.uk

Please include your name and order number.

We will make reasonable efforts to stop the order. However, once preparation or dispatch has begun, cancellation may no longer be possible. You may instead need to follow the returns process below.

Change-of-Mind Returns

Customers purchasing online normally have the right to cancel an eligible order within 14 days of receiving it, without giving a reason.

To exercise this right, email info@finchandhatton.co.uk before the cancellation period expires. Your message should clearly state that you wish to cancel and should include:

• Your name.
• Order number.
• Products being returned.
• Date the order was received.

After notifying us, eligible products must be returned within a further 14 days.

Please contact us before sending anything so that we can provide the correct returns address and handling instructions.

Cosmetic and Hygiene Seals

Finch & Hatton oils are personal cosmetic products.

Where a product is supplied with a tamper-evident seal and is not suitable for return for genuine health-protection or hygiene reasons, the change-of-mind cancellation right will no longer apply once that seal has been broken, removed or otherwise compromised after delivery.

Opening the outer delivery parcel does not, by itself, remove your cancellation right. The relevant seal is the tamper-evident seal attached to the individual cosmetic product or its immediate packaging.

To qualify for a change-of-mind return, products must therefore remain:

• Unused.
• Unopened.
• With the tamper-evident seal intact.
• In their original product packaging.
• In a condition suitable for resale.

This restriction does not apply where a product is faulty, unsafe, damaged, misdescribed or incorrectly supplied.

Returning an Eligible Order

Returned products should be securely packaged to prevent damage in transit.

For change-of-mind returns, the customer is responsible for the direct cost of returning the products.

For your protection, we recommend using a tracked postal service and retaining proof of postage until your return has been received and processed.

Please do not return products to an address shown on a dispatch label without contacting us first, as this may not be the correct returns address.

Refunds

Eligible refunds will be issued to the original payment method.

We may withhold the refund until:

• We have received the returned products; or
• You provide satisfactory evidence that the products have been sent back,

whichever occurs first.

Once the applicable condition has been met, the refund will be processed within 14 days.

Depending on your bank or payment provider, additional time may be required before the refund appears in your account.

Delivery Charges

Where you paid for delivery, an eligible cancellation refund will include the cost of the least expensive standard delivery method offered for that order.

Any additional amount paid for express, enhanced or premium delivery will not ordinarily be refunded beyond the cost of the standard delivery option.

Where standard UK Mainland delivery was complimentary, there is no outbound delivery charge to refund.

The customer remains responsible for change-of-mind return postage.

Handling and Diminished Value

You may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and condition.

We may make a lawful deduction from a refund where handling has reduced the product’s value beyond what would reasonably be permitted in a physical shop.

For sealed cosmetic products, breaking the applicable hygiene seal may remove the change-of-mind cancellation right entirely, as explained above.

Faulty, Damaged or Incorrect Products

Products must be of satisfactory quality, fit for their intended purpose and as described.

If your order arrives:

• Damaged.
• Faulty or unsafe.
• Incorrect.
• Incomplete.
• Materially different from its description.

Please contact info@finchandhatton.co.uk as soon as reasonably possible.

Include:

• Your name and order number.
• The product name.
• The batch or reference number where available.
• A description of the issue.
• Clear photographs of the product, packaging and delivery parcel where relevant.

Please retain the product, its packaging and the delivery parcel while we investigate.

Where the product does not conform to the contract, we will provide the remedy required by applicable consumer law. This may include a replacement, refund or another appropriate remedy.

Where a return is required because a product is faulty, damaged, misdescribed or incorrectly supplied, Finch & Hatton will cover reasonable return costs or provide suitable return arrangements.

The cosmetic-seal restriction does not affect these rights.

The 30-Day Right to Reject

UK consumers normally have a short-term right to reject goods that are faulty, not as described or unfit for purpose within 30 days of receiving them.

Additional statutory remedies may remain available after this period.

This right is separate from the 14-day change-of-mind cancellation right and is not affected by the product having been opened where opening was reasonably necessary to discover the fault.

Reactions and Product Concerns

If you experience an unexpected reaction or believe there may be a safety or quality concern:

• Stop using the product.
• Retain the bottle, packaging and batch information.
• Contact info@finchandhatton.co.uk promptly.

Please include details of how and when the product was used and a description of what occurred.

Reports of possible reactions are handled in accordance with our product-safety responsibilities. We will review the information carefully, record the relevant batch details and explain any next steps. For urgent or severe symptoms, seek appropriate medical assistance.

Exchanges

We do not currently operate a direct exchange service.

If an eligible product is returned, you may place a new order for the preferred product. This does not affect any replacement rights relating to faulty, damaged or incorrectly supplied goods.

International Returns

International customers should contact us before returning an order.

Customers are responsible for:

• Change-of-mind return postage.
• Correctly completing any customs documentation.
• Clearly identifying the parcel as returned merchandise where appropriate.

Finch & Hatton cannot refund import duties, taxes or customs charges paid directly to a government, customs authority or delivery provider. Customers should contact the relevant authority regarding any potential reimbursement.

Nothing in this section removes mandatory consumer rights that apply in the customer’s country of residence.

Non-Returnable Products

Unless faulty, damaged, unsafe, misdescribed or incorrectly supplied, we cannot accept:

• Cosmetic products with a broken or removed hygiene seal.
• Products that have been used.
• Products damaged after delivery through misuse or improper storage.
• Products returned outside the applicable cancellation period without prior agreement.
• Products that cannot be identified as having been purchased from Finch & Hatton.

How to Cancel

You may cancel an eligible order by emailing:

info@finchandhatton.co.uk

You may use the model cancellation form below, but its use is not compulsory. Any clear statement communicating your decision to cancel is sufficient.

Contact

For cancellations, returns or product concerns, contact:

Finch & Hatton
Email: info@finchandhatton.co.uk
Address: [Insert geographical business address]