Refund policy

Returns and Refunds Policy

Johnson's Bazaar Ltd, trading as The Essence Avenue. Company number 12712640. VAT number GB371186201. Contact us by email: customerservice@theessenceavenue.co.uk

Your right to cancel (14 days)
You can cancel your order for any reason. You do not need to give a reason.
The cancellation period ends 14 days after the day you receive the goods. If your order arrives in more than one delivery, it ends 14 days after the day you receive the last item.
You can also cancel before your order arrives. You do not need to wait for it.

How to cancel
Tell us clearly that you want to cancel. You can:
- email customerservice@theessenceavenue.co.uk with your name, order number and the items you want to cancel, or
- use the cancellation form below. Using the form is optional.
We will confirm by email that we have received your cancellation.

Cancellation form (optional)
To: Johnson's Bazaar Ltd, customerservice@theessenceavenue.co.uk
I/We [delete as appropriate] hereby give notice that I/We cancel my/our contract of sale of the following goods: [list the goods].
Ordered on [date] / received on [date] [delete as appropriate].
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is on paper):
Date:

Sending the goods back
After you tell us you are cancelling, send the goods back without delay. This must be within 14 days of telling us.
We do not publish a returns address. Contact us at customerservice@theessenceavenue.co.uk first and we will email you a returns address. Waiting for our reply will not cost you your right to a refund.
For a change of mind, you pay the cost of sending the goods back.
Please keep your proof of postage. It helps if there is a problem.
Please wrap bottles and jars securely so they do not leak or break. Perfume and similar products can be flammable.
If you are not sure how to send an item, email us first. You do not need our permission to cancel.

Sealed and opened products
Some goods cannot be returned for a change of mind. This applies only when all three of these are true:
1. The goods were supplied sealed.
2. They are not suitable to send back for health protection or hygiene reasons once the seal is broken.
3. You broke or removed the seal after delivery.
Sealed items that are still sealed can be returned. Please keep them in their original packaging.
If you have handled goods more than you needed to in order to check them, we may take an amount off your refund for the loss in value. We will tell you if we do. We do not charge a fixed restocking fee.
None of this affects your rights if an item is faulty, damaged or not as described.

Refunds for cancelled orders
We refund you without delay. We refund no later than 14 days after the earlier of these two days:
- the day we receive the goods back, or
- the day you give us proof that you have sent them back, for example a postage receipt.
If you cancel before we have dispatched the order, we refund no later than 14 days after you tell us.
We refund to the payment method you used. There is no charge for this.
We refund the delivery price you paid up to the cost of our Standard delivery. If you chose Express, we refund the Standard price. The extra Express amount is not refunded on a change of mind. If you cancel the whole order, delivery is refunded on that basis.

Faulty, damaged or not as described
If an item is faulty, damaged, not as described or the wrong item, email customerservice@theessenceavenue.co.uk. Give your order number. Send photos where you can.
You have legal rights to a refund, repair or replacement. You can reject faulty goods for a refund within 30 days of delivery. After 30 days you may still have the right to a repair or replacement and, in some cases, a price reduction or a refund.
We pay the reasonable cost of returning faulty or wrongly supplied goods. Contact us first and we will tell you how to return them.
If you are entitled to a refund for faulty goods, we pay it without delay and within 14 days of agreeing that you are entitled to it.
Nothing in this policy affects your legal rights.