Returns, Refunds & Cancellation Policy
Last updated: August 2026
At OLEUM, we want you to be completely satisfied with your purchase. This Returns, Refunds & Cancellation Policy explains your rights when purchasing from our online store.
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Your Right to Cancel
If you are a consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
To exercise your right to cancel, you must inform us clearly of your decision within the 14-day cancellation period.
After notifying us of your cancellation, you must return the eligible goods to us within a further 14 days.
2. Exceptions to the Right to Cancel
The statutory right to cancel does not apply to certain types of goods.
Depending on the product, this may include:
- goods that are liable to deteriorate or expire rapidly;
- goods made to your specifications or clearly personalised;
- sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed.
Where a product falls within one of these statutory exceptions, we will not normally be able to accept a change-of-mind return.
This does not affect your rights if a product is faulty, damaged, incorrectly supplied or not as described.
3. Food Products
OLEUM sells food products including oils, honey, herbs, spices and other natural food products.
Where your statutory cancellation right applies, products must be returned in a condition that allows us to assess them appropriately.
For food safety and hygiene reasons, please do not open, consume or unnecessarily handle a product that you intend to return.
Certain food products may be exempt from the statutory right to cancel where they are liable to deteriorate or expire rapidly.
Opening a product does not remove your statutory rights where the product is faulty, unsafe, damaged or not as described.
4. Cosmetics, Balms & Hygiene-Sensitive Products
Certain sealed products may not be eligible for a change-of-mind return once opened where they are not suitable for return due to health protection or hygiene reasons.
This may apply to certain cosmetics, balms, skincare and personal care products.
This restriction does not apply where the product is faulty, damaged, unsafe or not as described.
5. Condition of Returned Goods
You may inspect an eligible product in the same way that you reasonably would in a physical shop.
If you handle the goods beyond what is necessary to establish their nature, characteristics and functioning, we may be entitled to reduce the refund to reflect any loss in value caused by that handling.
Where possible, please return products in their original packaging.
6. Faulty, Damaged or Incorrect Products
Under the Consumer Rights Act 2015, goods must be:
- of satisfactory quality;
- fit for purpose; and
- as described.
If you receive a product that is faulty, damaged, incorrect or not as described, please contact us as soon as possible.
Please provide:
- your order number;
- details of the problem; and
- photographs of the product and packaging, where appropriate.
Depending on the circumstances and your statutory rights, you may be entitled to a refund, replacement or other appropriate remedy.
Your statutory rights include a 30-day short-term right to reject qualifying faulty goods, subject to the Consumer Rights Act 2015.
7. Refunds Following Cancellation
Where you validly exercise your statutory right to cancel, we will refund the payments received from you, including the cost of our standard delivery option where required by law.
If you selected a more expensive delivery method than our standard delivery service, we are not required to refund the additional delivery cost.
We may withhold the refund until we have received the goods back or you provide evidence that you have returned them, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed.
8. Return Delivery Costs
For change-of-mind cancellations, you will normally be responsible for the direct cost of returning the goods, provided you were informed of this responsibility before purchasing.
If goods are faulty, damaged, incorrectly supplied or not as described, we will handle reasonable return costs in accordance with your statutory rights.
Please contact us before returning faulty or incorrect goods so that we can provide appropriate instructions.
9. Returning Your Order
Before returning an item, please contact us with:
- your full name;
- order number;
- product you wish to return; and
- reason for the return.
We will provide you with the relevant return instructions and return address.
We recommend obtaining proof of postage and using a tracked delivery service when returning goods.
Please do not send a return without including sufficient information for us to identify your order.
10. Cancelling Before Dispatch
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible.
If we are able to stop the order before dispatch, we will cancel it and arrange a refund.
If your order has already been dispatched, your statutory cancellation and return rights described above will apply.
11. Refund Processing
Once a refund has been issued, the time taken for the funds to appear in your account will depend on your bank, card issuer or payment provider.
We will process statutory refunds within the time limits required by applicable UK consumer law.
12. Contact Us
If you have any questions regarding cancellations, returns, damaged products or refunds, please contact OLEUM using the contact details provided on our website.
When contacting us about an existing order, please include your order number wherever possible.
OLEUM
Pure Nature. Made by Hand.
Your statutory rights are not affected by this policy.