Returns and refunds

Faulty, damaged or wrong items

If something arrives broken, leaking, faulty, or isn't what you ordered, email us a photo within 30 days of delivery. Please tell us as soon as you can. We'll offer you a replacement or a full refund, whichever you prefer, including what you paid for delivery.

Often we won't need the item back. If we do, we'll tell you how to send it and pay the postage.

After 30 days, you still have rights under the Consumer Rights Act 2015. We'll repair or replace a faulty item, and if that doesn't work, refund you. Nothing on this page reduces your legal rights.

Changed your mind?

You can cancel your order for any reason within 14 days of the day you receive it. If your order came in more than one parcel, the 14 days start when the last one arrives.

1. Tell us within the 14 days. Email support@sensybliss.co.uk with your order number and the items you're returning. You can also use the form at the bottom of this page, but you don't have to.
2. Send the items back within 14 days of telling us, to:
   Sensy Bliss
   [ADDRESS TO ADD before launch]
   Please include a note with your order number. Pack items carefully, especially glass, candles and crystals.
3. Postage: you pay to send change-of-mind returns back. We recommend a tracked service and keeping your proof of postage, because the item is your responsibility until it reaches us.

You can try items as you would in a shop. If an item has been used more than that, for example a candle has been burned or a bath bomb has got wet, we may take a fair amount off your refund to reflect its lower value.

Items we can't take back once opened

For health and hygiene reasons, the 14-day right to change your mind doesn't cover these items if their seal or wrapping has been opened after delivery:

• skincare, body care, bath products, soaps, perfume oils and lip products
• essential oils, fragrance oils, blends and roll-ons
• earrings, body jewellery and anything else worn in a piercing

This only affects changing your mind. If any of these items is faulty or not what you ordered, you're fully covered, opened or not.

Your refund

• We refund you within 14 days of getting the items back, or of you showing us proof that you posted them, whichever comes first. Faulty items are refunded as soon as we've agreed what went wrong.
• If you return your whole order, we also refund what you paid for delivery. If you return part of an order, the delivery charge isn't refunded.
• Refunds go back the way you paid: to your card, or to Klarna if you paid with Klarna (Klarna then updates your payments). Banks can take 5–10 days to show a refund.
• If you paid with a gift voucher, we put that part back on the voucher and refund anything else to your card.

Cancelling before your order is sent

Orders go to our warehouse within minutes of payment, so we can't always stop one in time. Email us straight away and we'll try. If it has already been sent, you can return it as described above.

Gift vouchers

We'll refund a gift voucher that hasn't been used if you ask within 14 days of buying it. See the full gift voucher terms.

Cancellation form (optional)

You don't need to use this. An email in your own words is fine. If you'd like to use it, copy it into an email to support@sensybliss.co.uk or post it to the address above.