Our Returns Policy

We are happy to offer a refund/exchange for an unwanted item returned within 30 days of receipt. Please be aware that we must receive returns within 30 days of delivery – this is irrespective of your chosen payment method.

Please note that all items must be returned in a saleable condition:

Unopened, with all original product packaging and hygiene seals untouched. We are unable to offer a refund, replacement or exchange on items that are not re-saleable.

If your order qualified for a free gift, it must also be returned before your refund or replacement can be processed.

What happens if I receive an incorrect product/order?

We pick and pack all orders with the utmost care however, as each parcel is prepared manually, errors can occasionally occur.

If you have received the wrong product or parcel, please contact us using any  contact methods in our Contacts Page.

Please ensure you’ve included the following information:

  1. The email address you used to place your order.
  2. Your order number.
  3. Details of the item(s) missing from your order.
  4. A clear picture of the invoice and products received.

Receiving Your Refund

Once we have received your package, providing the items have been returned in a re-saleable condition your refund will be issued without delay.
Your refund will be confirmed by email, and funds will be returned to your original payment method. This can take up to 10 days to show on your statement from the time of issue. Please be aware that this varies by bank and payment methods, and that PayPal transactions show immediately.
If your card has expired since placing the order, please contact Customer Service to make alternative arrangements.
If you have any questions regarding your theinnaterose account, you can contact our customer service team directly via support@theinnaterose.com.
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