This policy explains how returns, cancellations and refunds work when you buy from Elite Terpenez. Elite Terpenez is the trading name of ELITETERPENES LTD, a company registered in England and Wales (company number 16599313). Our registered office is Hamill House, 112-116 Chorley New Road, Bolton, England, BL1 4DH. Our shop is for customers aged 18 or over. Nothing in this policy takes away your legal rights as a consumer. If you are buying for business purposes, see the business customers section of our terms. Read it together with our terms and conditions.
Your right to cancel
If you are a consumer, you have the right to cancel your order within 14 days of the day you, or someone you name, receive the goods. This right comes from the Consumer Contracts Regulations 2013. You do not need to give a reason.
- To cancel, tell us clearly by email at info@eliteterpenez.co.uk or through our contact page, and include your order number.
- Send the goods back to us within 14 days of telling us that you are cancelling.
Cancelling before your order is dispatched
If you want to cancel an order that has not yet gone to the carrier, contact us as soon as you can at info@eliteterpenez.co.uk with your order number. We will do our best to stop it, but we cannot promise to if it has already been prepared. If we manage to cancel it, we will refund you in full.
Items that cannot be returned
The right to cancel does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken after delivery. For this reason, a bottle that has been opened cannot be returned for a change of mind. Please keep bottles sealed until you are sure you want to keep them.
The right to cancel also does not apply to goods made to your specification or clearly personalised, such as custom blends or bulk orders prepared specially for you. If an opened bottle is faulty, wrong or not as described, you can still return it. See the section on faulty, damaged or wrong items below.
For safety reasons, please do not return a leaking or damaged bottle without contacting us first. We will tell you how to pack and send it. See our safety and compliance page for spill and handling guidance.
How to return an item
- Contact us first at info@eliteterpenez.co.uk with your order number, so that we can match your return to your order.
- Pack the goods securely, in their original packaging where you can, and keep proof of postage.
- Send the parcel to: ELITETERPENES LTD, Hamill House, 112-116 Chorley New Road, Bolton, England, BL1 4DH.
Unless the goods are faulty, damaged or not as described, you pay the cost of returning them. You are responsible for the goods until they reach us, so we suggest using a tracked service. We may reduce your refund if the value of the goods has been reduced because you handled them more than was necessary to check them.
Faulty, damaged or wrong items
If goods are faulty, damaged, not as described or not what you ordered, your rights under the Consumer Rights Act 2015 apply. These include the right to reject the goods within 30 days of delivery for a refund. After that, you have the right to a repair or replacement, or in some cases a refund.
Please contact us as soon as you can at info@eliteterpenez.co.uk with your order number and, if possible, photos of the item and its packaging. We will put it right in line with your legal rights. If you return goods because they are faulty, damaged or wrong, we will refund the cost of returning them.
Refunds
- Refunds are made to the original payment method that you used for the order.
- When you cancel under your right to cancel, we will refund the price of the goods and the standard delivery cost you paid. We will do this within 14 days of receiving the goods back, or of receiving proof that you have sent them back, whichever is earlier.
- If you paid by bank transfer or by cryptocurrency, we will contact you to confirm the account or wallet details to send the refund to. Cryptocurrency payments cannot be reversed, so please check any details you give us carefully.
- The time it takes for a refund to show in your account depends on your bank or payment provider.
Orders delivered outside the UK
The right to cancel and your rights for faulty items apply as set out in our terms and conditions and under the laws that apply to you. To return goods from outside the UK, contact us first so that we can tell you how to send them back. Delivery, import duties and taxes for orders outside the UK are explained in our shipping policy.
Returns FAQ
Can I return a bottle I have opened?
Not for a change of mind, because opened bottles cannot be resold for health protection and hygiene reasons. If the bottle is faulty, wrong or not as described, you can return it and your statutory rights apply.
How long do I have to cancel?
If you are a consumer, you have 14 days from the day you receive the goods to tell us you want to cancel, and a further 14 days to send the goods back. This applies to sealed, unopened goods.
Who pays for the return?
If you cancel because you changed your mind, you pay the cost of sending the goods back. If the goods are faulty, damaged or wrong, we refund the cost of returning them.
When will I get my refund?
We aim to refund within 14 days of receiving the goods back or proof that you have sent them, whichever is earlier. How long it takes to show in your account depends on your bank or payment provider.
How do I start a return?
Email info@eliteterpenez.co.uk with your order number, or use our contact page, before you send anything back.
Contact us
ELITETERPENES LTD, trading as Elite Terpenez, Hamill House, 112-116 Chorley New Road, Bolton, England, BL1 4DH.
Email: info@eliteterpenez.co.uk