Returns Policy
Return & Refund Policy & Eligibility
We want you to love your order, but if something isn’t right, we’re here to help.
Please read our return and refund policy carefully.
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Eligibility Window
Our refund and return policy is valid for 15 days from the date of purchase. After this period has passed, unfortunately, we are unable to offer a refund or exchange.
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Return Eligibility Criteria
To qualify for a return or refund:
Items must be unused, unopened, and in the same condition that you received them.
Items must be in their original packaging.
You must provide a valid proof of purchase (receipt or order confirmation). We may request a copy for processing.
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Issues with Orders
If you experience any problems with your order (including missing or incorrect items), please contact us within 5 business days of delivery at instinctivedirection@hotmail.com.
If we have the missing item in stock, we’ll send a replacement.
This may take up to 14 days, depending on availability.
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Non-Returnable Items
Due to hygiene and safety regulations, we cannot accept returns on:
Health and personal care products, including essential oil roller blends, salts, bath salts etc
Baltic Amber jewellery and all ear jewellery.
Items where packaging or handling compromises resale integrity
Sale items are final sale and not eligible for a refund.
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Exchanges
Exchanges may be considered on a case-by-case basis at the discretion of Instinctive Direction.
To request an exchange for the same item, please contact us at instinctivedirection@hotmail.com
Gifts
If your item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the value of your return. Once we receive the item, we’ll issue a gift certificate.
If the item wasn’t marked as a gift or was shipped to the gift giver, we will refund the original purchaser.
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Damaged Items
If your item arrives damaged, please contact us. We reserve the right to replace damaged items or ship a new item to fulfil your order.
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Cancelled Orders
Orders cancelled after 24 hours of processing will incur a 4.5% transaction fee (charged by our payment processor).
Once an item has shipped, cancellation requests will be treated as a return and shipping charges will apply.
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International Orders
Please email instinctivedirection@hotmail.com for international shipping quotes and eligibility before placing an order.
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Return Procedure
To arrange a return, please email us at instinctivedirection@hotmail.com
Once approved, you’ll receive a return address.
Return shipping is the responsibility of the customer.
For items over $75, we recommend using a trackable shipping method or purchasing shipping insurance.
We are not responsible for items lost or damaged in return transit, and this will void refund eligibility.
All returned items must be securely packaged. If an item is damaged upon return or does not meet our return requirements, your refund may be denied.
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Refund Processing
Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund.
If approved:
A credit will be applied to your original payment method
Processing may take several business days, depending on your bank or provider
Shipping fees are non-refundable and will be deducted from the final refund amount.
If Your Refund Is Denied:
You will be contacted to discuss your options. If you wish to have the non-returnable item sent back to you, you will be responsible for any associated shipping fees.