returns & refunds policy

Order Cancellations 
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.

Please note, bespoke / pre-made products such as our Wholesale Lip Balms and Pre-assessed cosmetic bases cannot be returned, as they're made to order. Please let us know before you return any goods by using the contact form on the website or by email to: Please return goods to: Naturally Balmy, 8 Benson Road, Nuffield Industrial Estate, Poole, Dorset BH17 0GB.

If we have authorised a return, purchases may be returned within 5 working days from the day they are received providing they are unopened, unused and undamaged. If a refund is required (rather than an exchange or credit), we reserve the right to charge a 15% restocking fee for any returned items which require us to re-measure them. This is due to the fact that every product is measured or weighed to order, so the restocking fee covers the time and cost of preparing the goods to order, processing the return and restocking the pre-measured items. You will be responsible for the return shipping costs and original postage fees. If you return an entire 'Free Shipping' order (whereby no shipping was charged) we reserve the right to charge the cost of shipping the items to you and will deduct that cost from your refund. You are also responsible for any loss or damage the return post may incur, so it is recommended that you use a signed for service and pack the goods well.

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.

Order Discrepancies / Errors 
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.