This policy outlines how we handle requests for product replacement, credit, or exchange of our handcrafted creams and balms made from natural ingredients. Our aim is to ensure you receive every jar and tin in perfect condition so you can enjoy the nourishing benefits of pure botanicals. Please read the sections below to understand which situations qualify for remedial action, how to submit a request, and what remedies are available.
1. Policy Scope
This policy applies exclusively to our physical skin care products—hand‑poured herbal creams, botanical balms, and artisan salves crafted with ingredients such as rosehip oil, shea butter, manuka honey, and essential oils. It covers issues arising from manufacturing defects, transit damage, and order inaccuracies. This policy does not cover products that have been altered after delivery, misuse of formulations, or expectations based solely on personal preference or skin reaction.
2. Qualifying Issues
Requests will be considered if any of the following conditions occur:
- Transit Damage: Containers arriving cracked, dented, or leaking due to packaging failure or shipping mishandling.
- Manufacturing Defects: Creams that separate, harden excessively, or balms that exhibit mold or unusual discoloration not consistent with natural variation.
- Incorrect Shipment: Products delivered that differ from your order—for example, receiving a brightening cream instead of a soothing balm.
- Missing Components: Omission of items included in the product bundle such as spatulas, sample pouches, or protective seals.
Requests based solely on changes of mind, perceived efficacy, or personal sensitivity not linked to a defect are not eligible.
3. How to Submit a Request
To initiate a review, please provide:
- Order Reference: Include your purchase number and date of order.
- Description of the Issue: A brief explanation of what went wrong (e.g., “jar cracked in transit,” “balm contains foreign particles”).
- Supporting Evidence: Clear photographs of damaged containers, spoiled product appearance, or incorrect items received.
Send these materials through the customer‑service channel you used at checkout. Prompt, detailed submissions help us resolve your request efficiently.
4. Review & Verification
Upon receipt of your request, our quality‑assurance team will:
- Validate Purchase: Confirm that the items in question were part of your order.
- Assess Evidence: Examine photographs, videos, or written descriptions to determine whether the issue falls under a qualifying condition.
- Inspect Returned Goods: If needed, request return of the affected item for in‑house examination to verify the defect or damage.
We strive to complete this review without undue delay and will keep you informed of progress.
5. Available Remedies
If your request is approved, you may choose one of the following options:
- Direct Replacement: A fresh jar or tin of the same product shipped at no additional cost.
- Product Exchange: Selection of an alternative cream or balm of equivalent value if the original is unavailable.
- Store Credit: A credit matching the purchase price, redeemable toward any future order of physical products.
Partial solutions—such as supplying only missing spatulas or sample sachets—are also available for requests involving incomplete bundles.
6. Return Shipping
For approved returns, we will provide a pre‑paid shipping label or reimburse your reasonable return postage. Please repack the item securely in its original or equivalent packaging to prevent further damage. Include all components (jars, lids, spatulas, instruction leaflets) so that the replacement or inspection can proceed smoothly.
7. Customer Responsibilities
To help us resolve your issue efficiently, please:
- Test Upon Arrival: Inspect your product immediately after it arrives to identify any damage or defects.
- Maintain Packaging: Keep original boxes, inserts, and seals until the issue is resolved.
- Follow Usage Guidelines: Use products as directed in accompanying leaflets; issues arising from misuse are not covered.
8. Policy Evolution
As our handcrafted skincare line grows and new formulas are introduced, this policy may be updated to reflect improved packaging techniques or refined quality‑control procedures. The version linked at the time of your purchase will remain the reference for your order.
Thank you for choosing our artisanal skincare range. We are committed to ensuring that every balm and cream you receive meets the highest standards of quality, so you can enjoy the natural radiance of healthy, beautiful skin.
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