Refund policy

Returns

Our returns policy lasts 30 days from the date of purchase. If 30 days have passed, unfortunately we are unable to offer a refund or exchange.

Eligibility for Returns

To be eligible for a return:

  • Items must be in the same condition as received
  • Original packaging must be included
  • Fragrance oils may be lightly tested only (e.g. a drop or two)

We do not accept heavily used items unless they are faulty or damaged.

Damaged or Faulty Items

If your item arrives damaged or faulty, we may offer a replacement or refund subject to photographic evidence of the issue.

Without clear photos, we are unable to accept the return.

Please contact us as soon as possible at:
📧 contact@neiaoil.com

Non-Returnable Items

The following items are non-returnable:

  • Gift cards
  • Refunds
  • Items returned outside the 30-day window

Refunds

Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund.

If approved, your refund will be processed and automatically applied to your original payment method. Processing times may vary depending on your bank or payment provider.

Late or Missing Refunds

If you haven’t received your refund yet:

  • Check your bank account again
  • Contact your card provider (processing times can vary)
  • Contact your bank

If you’ve completed all of the above and still haven’t received your refund, please contact us at:
📧 contact@neiaoil.com

Exchanges

We only replace items if they are faulty or damaged.

If you need to exchange an item for the same product, please email us with your order number and details:
📧 contact@neiaoil.com

Gifts

If the item was marked as a gift and shipped directly to you, a gift credit may be issued, or the original purchaser refunded as normal.

If the item was not marked as a gift, or was shipped to the purchaser first, the refund will be issued to the original buyer, who will be notified.

Return Shipping

 Please contact us before returning any items — we will provide return instructions

  • Customers are responsible for return shipping costs
  • Shipping costs are non-refundable
  • Return shipping costs may be deducted from your refund

Delivery times for exchanged items may vary depending on your location.

For items valued over £75, we recommend using a tracked shipping service or shipping insurance. We cannot guarantee receipt of untracked returns.