Returns, Cancellations & Skin Safety Policy
Effective Date: 01/02/2026
At Essence of Gaia Ltd, we are committed to quality, safety, and fairness. Please read this policy carefully before purchasing, as it outlines your legal rights and our return conditions.
1. Your Legal Right to Cancel (UK Consumers)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
To cancel, you must notify us in writing within 14 days of delivery by emailing: orders@essenceofgaia.org
Please include your full name, address, contact number and email address
Once you notify us, you have a further 14 days to return the goods.
2. Return Eligibility Conditions
Due to the hygienic and personal nature of skincare products, returns are only accepted under the following strict conditions:
• Products must be unopened, unused, and unaltered
• Safety seals (if applicable) must be intact
• Items must be returned in original packaging
• Products must be in a fully resaleable condition
• Proof of purchase is required
We reserve the right to deduct from your refund any reduction in value resulting from handling beyond what is necessary to establish the nature and characteristics of the goods.
Opened or used skincare products cannot be returned unless confirmed faulty.
We unfortunately don't offer exchanges, or refund for dissatisfaction of a product. Refunds will go onto the card which was used when you made your purchase. We are not able to refund any postage charges.
3. Return Shipping Responsibility
Customers are responsible for all return postage costs unless the item is confirmed faulty or incorrect. • We do not reimburse return shipping for unwanted items. • Original shipping charges are non-refundable. • We are not responsible for returned goods lost or damaged in transit. We strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
4. Faulty, Damaged, or Incorrect Goods
If your item arrives damaged, faulty, or incorrect: • You must notify us within 48 hours of delivery • You must provide photographic evidence • The item must not be used beyond reasonable inspection If confirmed faulty, we will: • Offer a replacement or full refund We reserve the right to inspect returned items before issuing a refund. Please take extra care to read our instructions on how to use as it advises on how best to preserve your cream for the entirety of it's shelf life. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to misuse or negligence.
5. Patch Test & Skin Reaction Disclaimer
Our products are formulated using natural ingredients; however, individual skin sensitivities and allergies may occur.
Before using any product, you must:
• Conduct a patch test on a small area of skin
• Wait 24 hours before full application
By purchasing and using our products, you acknowledge that:
• You are responsible for checking ingredient lists for known allergies
• You use the products at your own discretion
• Skin reactions may occur due to individual sensitivities
We are not liable for adverse reactions where a patch test was not conducted, where known allergens were disregarded, or where products were used contrary to instructions.
Nothing in this clause excludes liability for products proven to be defective under UK consumer law.
6. Refund Process
Once returned goods are received and inspected:
• Refunds will be processed within 14 days
• Refunds will be made to the original payment method
• We may withhold refund until goods are received or proof of return is provided
7. Non-Returnable Items
We cannot accept returns for:
• Opened or used skincare products (unless faulty)
• Products damaged through misuse, improper storage, or failure to follow instructions
• Items returned outside the cancellation window
8. Limitation of Liability
To the fullest extent permitted by law:
• Our liability is limited to the purchase price of the product in question
• We are not liable for indirect or consequential losses
Nothing in this policy excludes or limits liability for death, personal injury, fraud, or any liability that cannot legally be excluded under UK law.
9. Contact Information
For all returns or cancellation requests, contact: orders@essenceofgaia.org
Essence of Gaia Ltd
Website: https://essenceofgaia.org
Email: orders@essenceofgaia.org
Return Address: Holly Bank, Kennington Rd, Ashford, Kent TN24 0NH