For Wellness Consultation Services
Advance Cancellation Benefits:
- Cancel 48+ hours before appointment: Full refund or free rescheduling
- Cancel 24-48 hours before: 50% refund or paid rescheduling option
- Cancel less than 24 hours: No refund, but can reschedule for 25% fee
- No-show appointments: Non-refundable
Emergency Situations: Medical emergencies, family crises, or travel disruptions documented within 7 days may qualify for full refund consideration regardless of timing. Supporting documentation required.
Multi-Session Package Refunds: Unused sessions in packages can be refunded minus 20% administrative fee if requested within package validity period. Must complete less than 50% of total sessions to qualify.
Service Delivery Issues: Technical failures on our end during video consultations result in immediate free rescheduling or full refund. Client-side technical issues do not qualify for refunds but we offer complimentary technical support.
For Physical Wellness Products
Standard Return Conditions: Return unopened products within 14 days of delivery. Items must be unused, in original packaging with all seals intact. Custom-made products cannot be returned unless defective.
Non-Returnable Items:
- Opened essential oils, supplements, or personal care products (health safety regulations)
- Custom aromatherapy blends made to your specifications
- Products damaged by customer misuse
- Items returned after 14-day window
Return Shipping: Customer pays return shipping costs unless return is due to our error, defective product, or shipping damage. We recommend trackable shipping methods for return protection.
Refund Processing:
- Product refunds: Purchase price minus 15% restocking fee (waived for our errors)
- Original shipping costs: Non-refundable unless our error
- Processing time: 7-10 business days after receiving returned items
- Refund method: Original payment method used
Defective Product Handling
Quality Issues: Report defective products within 48 hours of delivery with photographic evidence. We replace defective items immediately and investigate quality control processes.
Shipping Damage: Damaged packages must be reported immediately upon delivery with photos of both packaging and product damage. We coordinate with shipping carriers for damage claims.
Wrong Product Shipped: Our shipping errors result in immediate replacement shipment plus return pickup of incorrect items at no cost to you.
International Order Returns
Customs Considerations: International returns may face customs restrictions or additional fees. Some countries prohibit return of natural wellness products. We work with customers to find alternative solutions when returns aren’t possible.
Cost Implications: International return shipping often costs more than domestic returns. For small orders, we may offer partial refunds or store credit instead of full return processing.
Subscription Service Refunds
Active Subscriptions: Cancel subscriptions 48 hours before next billing cycle to avoid charges. Shipped subscription boxes cannot be returned once opened but defective items are replaced.
Billing Disputes: Unauthorized subscription charges are fully refunded within 24 hours of notification. We investigate all billing discrepancies promptly.
How to Request Returns or Refunds
Step 1: Email [email protected] or [email protected] with order number and reason for return.
Step 2: Include photos for damaged/defective items. Provide documentation for emergency service cancellations.
Step 3: Receive return authorization number and shipping instructions within 2 business days.
Step 4: Ship items using provided instructions. We process refunds after inspection.
Refund Timeline and Methods
Service Refunds: 5-7 business days after cancellation approval Product Refunds: 7-10 business days after receiving returned items
Defective Item Replacements: 1-2 business days for new shipment Emergency Refunds: 24-48 hours for documented emergencies
All refunds return to original payment method. Bank processing times may add 2-5 additional business days.
Dispute Resolution
If you disagree with our refund decision, request escalated review within 30 days. Provide additional documentation or circumstances for reconsideration.
Unresolved disputes may be referred to Dubai Department of Economic Development consumer protection services or professional mediation.