Returns & Refunds

We want you to feel confident shopping with Open Your Senses. If you have a question about an order or need help with a return, please get in touch. We'll explain the next steps as clearly as we can.

1. Your consumer rights

Your statutory rights under UK consumer law are not affected by this policy. If a product is faulty, damaged, not as described or otherwise fails to meet your legal rights, you may be entitled to a repair, replacement or refund, depending on the circumstances.

2. Changed your mind?

For most goods bought online, you can cancel your order within 14 days of receiving the goods. You generally then have another 14 days to return them.

Some legal exceptions apply, including certain personalised goods and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where the relevant legal conditions are met.

Please email us before returning an item so we can guide you through the process.

3. Product condition

If you are considering returning an item because you have changed your mind, please take reasonable care of it while deciding whether to keep it.

Any hygiene-related restrictions will be applied only where permitted by law. They do not remove your rights if a product is faulty or not as described.

4. Damaged, faulty or incorrect orders

If your order arrives damaged, an item appears faulty, or you receive the wrong product, please contact us with your order number and a description of the problem. Photographs may help us understand what has happened.

We will discuss the appropriate next steps in line with your consumer rights.

5. How to request a return

Please contact us before sending an item back. Include your order number, the product concerned and the reason for your request. We'll reply with instructions.

6. Refunds and return postage

Where a refund is due, it will be processed in accordance with applicable consumer law. Who pays return postage depends on the reason for the return and the circumstances.

We will explain any applicable return arrangements when you contact us.

7. Contact us