THE RETURNS PROCESS
To process the return please email [email protected] and include your order number and the details of the product(s) you would like to return. A member of our Customer Service team will then issue you with a returns label via email to the email address attached to the original order, unless specified otherwise. Returns without a label cannot be processed.
Please safely pack the Product/s to be returned in the original mail order box, unused and unopened with the seal intact, together with the original shipment document. Unfortunately, we cannot accept any return of Product/s where the seal has been broken, or the Product/s used, or damaged by you after receipt, and are not in a condition for resale.
Our Customer Service Team will arrange collection with you for a specific date and time (Collection from a safe place can also be arranged). Currently Covid restrictions are not permitting customers to drop items off at a depot but this will be an option as soon as restrictions are lifted.
Once the prepaid returns label arrives affix it to the box and the package will be collected, as arranged, by our courier company. We will notify you when we have received your returned products.
The returns label is for a specific collection and if that collection is missed another label will need to be issued. This does not apply to packages being dropped off at the depot.
POLICY ON INTERNATIONAL RETURNS
If you are an international customer and wish to return your purchase, you may do so in line with the Returns Process. However, we regret that we cannot reimburse postage costs for items returned from outside mainland UK.
Unfortunately, we do not offer exchanges on any items, however you can request a refund. Please see Receiving a Refund.
WHAT IF THERE ARE PROBLEMS WITH YOUR ORDER?
If your order is incomplete or the Product(s) damaged, please contact our Customer Service team as soon as possible by email to [email protected]. For missing packages marked delivered to the address on the order, we require a minimum of 2 business days to file a claim with the carrier before sending a replacement. We are unable to assist with items that arrived broken, missing items, and missing packages outside of the 30-day return policy timeframe and without a photo of the broken items and/or package.
PRODUCT(S) PURCHASED THROUGH AN AUTHORISED RETAILER
If the Product(s) were not purchased directly through Rhug Organic & Natural Limited (website www.rhugwildbeauty.com), we are unfortunately not able to process a return. However, if you have specific questions please email us at [email protected] and we will do our utmost to assist.
RECEIVING A REFUND
Your refund will be credited to the original purchaser’s bank card. Crediting refunds to this account should take no more than 14 working days from our receipt of the Product(s) or cancellation notification but may, in exceptional circumstances, take longer. All reimbursements of funds relating to returns will be processed through our Head Office. All Product(s) purchased during sale periods can be returned and refunded in accordance with these Terms.
We monitor return and refund activity and reserve the right to limit or refuse a return or charge a return processing fee if we find that our policies have been abused.
WHAT HAPPENS TO REWARDS POINTS?
Where applicable, any Rewards points associated with returned items will be deducted from your points total and will no longer be available for redemption.