Change-of-mind cancellation
For most eligible online purchases, consumers normally have 14 days after receiving an order to tell us they wish to cancel. After notifying us, they normally have a further 14 days to return the goods. Contact Michelle@ohsessential.com before sending anything back.
How to request a return
- Email Michelle@ohsessential.com with your name, order number, item, reason and whether you seek a return, replacement or other remedy.
- Include photographs if an item is damaged, faulty or incorrect and this is reasonably possible.
- Wait for return authorisation and instructions. Do not send goods to the registered office unless support expressly confirms it as the return address.
Condition and packaging
For a change-of-mind return, take reasonable care of the goods and return all included parts. You may inspect goods as you would in a shop, but a deduction may be made for loss in value caused by unnecessary handling. Use suitable protective packaging; original packaging is helpful but is not automatically required where alternative secure packaging is reasonable.
Return postage
For a change-of-mind return, the customer normally pays the direct return cost if this was disclosed before purchase. The approved policy must state any estimated cost for items that cannot normally be returned by post. OHS Essential pays necessary return costs for goods that are faulty, damaged, misdescribed or incorrectly supplied.
Faulty or incorrect goods
UK consumer law provides remedies when goods are not of satisfactory quality, fit for purpose or as described. Contact us promptly. Depending on the circumstances, you may be entitled to rejection, repair, replacement, price reduction or refund. This policy does not shorten those rights.
Refund method and timing
Approved refunds are made to the original payment method. For a valid cancellation, refunds are normally issued within 14 days after we receive the goods back or you provide evidence of return, whichever is earlier. If no goods were supplied, the period runs from notice of cancellation. Banks may take additional time to display a refund.
Where legally required, the refund includes the original standard delivery charge. Any extra cost for an enhanced delivery option may be excluded.
Exceptions
Change-of-mind cancellation may not apply to goods made to your specification or clearly personalised, sealed goods unsuitable for return for health or hygiene reasons once unsealed, or other statutory exceptions. An exception will be identified before purchase and does not remove rights for faulty or misdescribed goods.
Model cancellation instruction
To cancel, email: ‘I hereby give notice that I cancel my contract for the sale of [product], ordered on [date] and received on [date]. Name: [name]. Address: [address]. Order number: [number].’ Send it to Michelle@ohsessential.com before the deadline.