Refund/Cancellation/Exchange Policy

Date of last update.

For all the details of how we deal with returns and refunds, please see our full Terms of Service [INSERT LINK TO T&Cs]. We summarise the main points for you below.

You have a legal right to cancel your order under the Consumer Contracts Regulations 2013 within 14 days from the day you received the products]. Your right to return goods does not apply to:

  1. goods made to your specification; or
  2. personalised goods (such as by being engraved); or
  3. where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery

You have the right to cancel your order and obtain a refund (or exchange) within 14 working days from the date of delivery. In order to return your online order to us, please print and complete our Returns Note which can be found here. In order to cancel, call our Customer Service at xxxx or email us at xxxx. Please ensure you obtain a proof of postage when you do so (in case you need to show you have returned the goods, in the unlikely event that we do not receive the returned parcel).
Please note you may have other rights to cancel your order in addition to those above, please see [INSERT LINK TO SECTION 12 OF THE T&Cs] for further details.
We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to you and ask you to cover the delivery costs.
Where you have bought a gift card, you have fourteen (14) days after the day we email you to confirm we accept your gift membership purchase to change your mind. However, once the gift card has been redeemed (even if the full amount has not been used), you cannot change your mind, even if the fourteen (14) day period is still running. For more information about gift membership, see [INSERT LINK TO GIFT CARD SECTION IN T&Cs].

Products purchased through a partnered retail location, such as a department store or airport must be returned in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us.
Products purchased through Forest Essentials Online must be returned to us, in accordance with our Terms and Conditions [INSERT LINK] and not through any partnered retail location or partnered online channel partner. 
All returns must be returned to us within 14 days of your request to cancel and you must pay the cost of return unless the products are faulty or misdescribed
All returned products must be in a saleable condition, unused and in their original packaging. Prior to returning your products to us, you are obliged to keep and take reasonable care of them. If an item is returned to us damaged or in an unsaleable condition, we won’t be able to give you a refund and we may have to send it back to you and ask you to pay for the postage. Alternatively, we (at our sole discretion) may choose to reduce your refund to reflect any reduction in the value of an item.
In the unusual event your purchased product is faulty, please contact us and return the product for a full refund.

We will make any refunds due to you as soon as possible.  If you are exercising your right to change your mind then  your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
We will refund you the price paid for the products and delivery. We may reduce the amount of the refund to reflect any reduction in the value of the goods. If a refund is made before we inspect the goods, you are liable to pay us an appropriate amount.
Refunds will only be made against the original credit/debit card used. If you used vouchers to pay for the products, we will refund using vouchers to be redeemed on the website. As the postal system is outside of our control, please be informed that the products are returned at your own risk.

Because we want to offer you the quickest delivery possible, we may not be able to amend or cancel your order once it has entered our system. If you wish to change or cancel your order prior to dispatch please call our Customer Services Team on xxx  with your order number to discuss what practical options are available to you. Please note as we generally process orders very quickly and dispatch orders within 1-2 days therefore it may not be possible to prevent your order from being dispatched.
However, should you change your mind about a product you will be able to return your items for a full refund within 14 days of receiving your item provided that the item has not been used and/or unsealed.



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