Return Policy

Last updated:

1. Overview

At Thryxelleinrozer, we take pride in every product we offer. We understand, however, that there may be occasions when a product does not meet your expectations. This Return Policy outlines the conditions under which you may return products purchased from our website and how refunds are processed.

This policy applies to all products purchased directly through our website. By making a purchase, you agree to the terms set out in this Return Policy. We recommend reading this policy in full before placing an order.

2. Return Eligibility

To be eligible for a return, the following conditions must be met:

• The return request must be submitted within 30 calendar days from the date of delivery
• The product must be in its original, unused condition
• The product must be in its original packaging, including all tags, labels, and protective materials
• You must provide a valid proof of purchase (order confirmation email or receipt)
• The product must not show signs of use, damage, or alteration

Products that have been personalised, customised, or specifically ordered to your specifications may not be eligible for return unless they are faulty or significantly different from the description provided on our website.

3. Non-Returnable Items

The following items cannot be returned under normal circumstances:

• Products that have been opened, used, or have broken seals (such as aromatherapy items in the Calm Essentials Kit)
• Digital products or downloadable content once accessed or downloaded
• Gift cards or vouchers
• Products purchased during clearance or final sale events, unless faulty
• Products damaged due to misuse, negligence, or failure to follow care instructions

If you receive a damaged or defective item, please refer to Section 6 of this policy for specific instructions on how to proceed.

4. How to Initiate a Return

To start a return, please follow these steps:

• Contact our team by email at reach-us@thryxelleinrozer.world or via our contact form within the 30-day return window
• Include your order number, the product(s) you wish to return, and the reason for the return
• Our team will review your request and respond within 2 business days with return instructions
• Once approved, you will receive a return reference number and the return shipping address
• Pack the product securely in its original packaging and include the return reference number inside the parcel
• Ship the parcel to the address provided using a trackable delivery service

Please do not send returns to our office address without first obtaining a return reference number. Unauthorised returns may experience delays in processing.

5. Return Shipping Costs

Return shipping costs are handled as follows:

• Change of Mind Returns: The customer is responsible for all return shipping costs. We recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit
• Faulty or Incorrect Products: We will cover the full cost of return shipping. A prepaid shipping label will be provided upon approval of your return request
• Orders Over £50: For orders with an original value exceeding £50, we offer a courtesy return label for change-of-mind returns within the first 14 days

Original shipping charges paid at the time of purchase are non-refundable unless the return is due to an error on our part.

6. Damaged or Faulty Products

If you receive a product that is damaged, defective, or significantly different from the description on our website, please contact us within 48 hours of delivery. To process your claim efficiently, please provide:

• Your order number and date of delivery
• A clear description of the damage or defect
• Photographs clearly showing the issue (if applicable)
• Photographs of the packaging, especially if there is visible external damage

Upon verification, we will offer you one of the following options: a full refund (including original shipping costs), a replacement product sent at no additional charge, or store credit for the full value of the product. The choice is yours.

7. Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. The inspection process typically takes 3 to 5 business days from the date we receive the returned product.

• Approved Refunds: Refunds will be processed to your original payment method within 5 to 10 business days of approval
• Partial Refunds: In some cases, a partial refund may be issued if the product shows signs of use or is returned without its original packaging
• Store Credit: If you prefer, we can issue the refund as store credit, which will be valid for 12 months from the date of issue

Please note that your bank or payment provider may take additional time to process the refund. If you have not received your refund after the stated timeframe, please contact your bank first, then reach out to us for assistance.

8. Exchanges

If you wish to exchange a product for a different item, we recommend initiating a return for the original product and placing a new order for the desired item. This ensures the quickest processing time. If the new item is unavailable, we will issue a full refund once the original product is received and inspected.

9. Late Returns

Return requests received after the 30-day return window will be considered on a case-by-case basis. While we are unable to guarantee acceptance of late returns, we will do our best to find a satisfactory resolution. Please contact our team to discuss your specific situation.

10. Consumer Rights

This Return Policy does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under these regulations, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. This is in addition to, not instead of, the rights provided in this Return Policy.

11. Contact Us

If you have any questions about our Return Policy or need assistance with a return, please do not hesitate to reach out:

• Address: Kingly Court, Carnaby St, London, W1B 5PW, United Kingdom
• Phone: +44 20 3362 3366
• Email: reach-us@thryxelleinrozer.world

Our team is available Monday to Friday, 9:00 to 18:00, and Saturday, 10:00 to 15:00. We aim to respond to all enquiries within one business day.