Returns and cancellation rights
At Hayati Essence, we want customers to understand their rights before placing an order. This information applies to UK consumer purchases made online and does not affect your statutory rights.
Change-of-mind cancellation
For most goods ordered online, you have the right to cancel within 14 days of receiving your order, without giving a reason. If your order arrives in separate deliveries, the cancellation period generally runs from receipt of the last item.
To cancel, email Hayatiessence@gmail.com with your name, order number and a clear statement that you wish to cancel. You may use the model cancellation wording below, but you do not have to use a particular form.
After telling us you are cancelling, you have another 14 days to return the goods. Please contact us for the appropriate return address and return instructions before posting an item.
Refunds
For an eligible cancellation, we refund the goods and the cost of the least expensive standard outbound delivery option offered for your order. Any extra charge for premium delivery is not refundable under the statutory change-of-mind right. Refunds are normally made using the original payment method unless otherwise agreed.
We will issue the refund within 14 days after we receive the goods back or you provide satisfactory evidence that you have returned them, whichever is earlier. We may make a lawful deduction for loss of value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning.
Where we made this clear before purchase, the customer ordinarily pays the direct cost of returning goods when cancelling because they have changed their mind. For faulty or misdescribed goods, different rules apply.
Sealed hygiene goods
The change-of-mind cancellation right does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons when they have been unsealed after delivery, but only where the legal exception applies. An opened package does not automatically remove statutory rights. We will assess the goods and circumstances as required by law.
Faulty, damaged or incorrect products
If your item is faulty, damaged, not as described or the wrong product, contact Hayatiessence@gmail.com with your order number and details of the issue. Your rights under the Consumer Rights Act 2015 remain unaffected. We will explain the appropriate repair, replacement, refund or return arrangements in accordance with the law.
Model cancellation notice
To: Hayati Essence, Hayatiessence@gmail.com
I hereby give notice that I cancel my contract for the following goods: [product(s)]. Ordered on: [date]. Received on: [date]. Name: [name]. Address: [address]. Date of notice: [date].