Return and Refund Policy

Last updated: 30 October 2026

Thank you for choosing The Rare Botanical. If you need help with your purchase, please contact sales@therarebotanical.com.

The Rare Botanical is operated by The Rare Botanical Ltd, of The Retreat, Derby Road, Ripley Derbyshire, DE5 3HR.

This policy applies to purchases made by consumers. It does not affect your statutory rights.

1. Your 14-day right to cancel

For online purchases, you have the right to cancel your order without giving a reason.

The cancellation period ends 14 days after the day you, or someone you nominate, receives the goods. Where an order is delivered in separate consignments, the period normally ends 14 days after you receive the final item.

To cancel, email sales@therarebotanical.com with your order number and a clear statement that you wish to cancel. You may use the cancellation form below, but this is optional.

You must send the goods back within 14 days of notifying us of cancellation. You are responsible for the direct return delivery cost for a change-of-mind return.

2. Inspecting products and deductions

You may handle goods as reasonably necessary to establish their nature, characteristics and functioning, as you would in a shop.

Opening packaging does not automatically remove your cancellation rights. However, we may reduce your refund to reflect an actual reduction in value caused by handling beyond what is necessary to inspect the goods.

Examples may include:

• Fragrance oil consumed or spilled.

• Oil residue or contamination inside a diffuser.

• Scratches, damage or staining caused during use.

• Missing accessories or components.

• Damage to presentation packaging beyond what was necessary to open and inspect the product.

We do not apply automatic cleaning charges, fixed penalties or restocking fees to statutory cancellations. Any deduction will reflect the actual loss in value, and we will explain its amount and reason.

Please return accessories and packaging where available. Original packaging is not a condition of exercising your statutory rights.

3. Fragrance oils

Please keep oils sealed until you decide whether to keep them.

Opening an oil does not automatically remove your statutory cancellation rights. However, using, contaminating or spilling the contents may reduce its value and result in an appropriate deduction under Section 2.

Choosing a fragrance from our standard range does not make it a personalised or custom-made product.

Your rights where goods are faulty, damaged or not as described remain unaffected.

4. Diffusers, complimentary oils and bundles

If you cancel a complete diffuser purchase, please return the diffuser, its accessories and the complimentary oil supplied with it.

If you cancel a complete bundle, please return all items included in that bundle.

For partial returns, contact us so we can explain the refund applicable to the items being returned, taking account of the amount actually paid and your statutory rights.

We do not automatically charge the full retail price of a complimentary oil when processing a return. Any deduction must be lawful and justified.

5. Pre-orders

Pre-orders are paid in full when ordering.

You may cancel an unshipped pre-order by emailing sales@therarebotanical.com for a full refund. Where no goods have been dispatched, we will issue the refund within 14 days of receiving your cancellation.

Your normal online cancellation rights also apply after delivery. Pre-order discounts do not reduce your statutory rights.

If dispatch is delayed, we will contact affected customers. Nothing in this policy limits your rights where delivery does not take place within an agreed time frame.

6. How to return an item

1. Email sales@therarebotanical.com with your order number and the items you wish to return. A reason is helpful but is not required for a statutory change-of-mind cancellation.

2. We will provide return instructions.

3. Package the goods securely, including any accessories and complimentary items belonging to the purchase being cancelled.

4. Retain proof of posting.

Returns address:
The Rare Botanical Ltd, The Retreat, Derby Road, Ripley, DE5 3HR

Please contact us before posting fragrance oils or battery-powered diffusers so we can provide suitable transport instructions. Do not send leaking products or damaged batteries through the post without appropriate guidance.

Where safe and consistent with the product instructions, empty oil from a diffuser before returning it. Do not pour oils down drains.

Contacting us for instructions does not make your statutory cancellation dependent on our approval.

7. Return delivery costs

For change-of-mind returns, you are responsible for the direct cost of returning the goods.

Where goods are faulty, damaged on arrival, incorrect or otherwise do not conform to the contract, we will arrange or cover reasonable return delivery costs.

8. Refunds

For statutory change-of-mind cancellations, we will refund you within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

Refunds will be made to your original payment method unless you expressly agree otherwise. We do not charge a refund processing fee.

Refunds reflect the amount actually paid after discounts, subject to any lawful deduction explained in Section 2.

If you cancel an entire order, we will refund the original delivery charge up to the cost of the least expensive standard delivery option available for that order. Any additional amount paid for an upgraded service, such as Express delivery, is not refundable for a change-of-mind cancellation.

Sale items, discounted bundles and pre-orders have the same statutory rights as full-price purchases.

9. Faulty, damaged or incorrect goods

Please email sales@therarebotanical.com with your order number and a description of the problem. Photographs may help us investigate, but they are not a condition of your statutory rights.

If goods are faulty, not as described or unfit for purpose, you will normally have a right to reject them for a full refund within 30 days of delivery.

After this period, you may still be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.

Where a fault becomes apparent within six months of delivery, it is generally presumed to have existed at delivery unless we establish otherwise or that presumption is incompatible with the nature of the goods or fault.

Where a refund is due following rejection of faulty goods, we will issue it without undue delay and within 14 days of agreeing that you are entitled to it.

Your statutory rights are against The Rare Botanical and do not depend on making a claim directly with the manufacturer or carrier.

10. Exchanges and warranties

For a change-of-mind exchange, contact us first. We may arrange a return and refund so you can place a new order.

Any manufacturer’s warranty supplied with a product is additional to your statutory rights. Those rights do not automatically end when a warranty expires.

11. Optional cancellation form

You may email the following information to sales@therarebotanical.com:

To: The Rare Botanical
Business address: The Retreat, Derby Road, Ripley, DE5 3HR

I hereby give notice that I cancel my contract for the sale of the following goods:

Products:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Date:

Signature, only if submitting this form on paper: