As a business to business wholesale website, Naturally Balmy is not bound by the terms of the distance selling regulations. If you need to cancel your order please contact us in writing within 24 hours of receipt of your order confirmation e-mail (or, for express orders, within 2 hours after the purchase). After this time, your order may have gone out, so shipping costs cannot be refunded. The return would also be at your own expense. See below for further return terms & conditions.
Returns are entirely at our discretion. Due to the nature of the products we offer we cannot accept returns on opened or otherwise used items unless the product is genuinely faulty, which we will need to investigate thoroughly. Regrettably, we cannot accept returns on opened fragrances, flavours & essential oils under any circumstances once opened, as smell is highly subjective, and varies for each individual.
No refunds whatsoever can be given on products / services more than 30 days after original purchase (including safety assessments).
Exchanges / Store Credit
We are pleased to be able to waive the restocking fee on your return if you only require an exchange or store credit rather than a refund. However, shipping charges are still non-refundable, and extra shipping will need to be paid for if required.
Any discrepancies in your order need to be reported to us within 5 working days of receiving your order, otherwise regrettably we cannot offer any reimbursements or adjustments.
Due to the changing nature of our products, our ingredients need to be stored in the correct conditions, i.e. in a cool, dark, place away from direct sunlight, in a controlled temperature. We cannot accept liability for oils / butters / creams etc going rancid if you have stored your purchase for more than 14 days, as we will have had no control over how they have been stored.