Refund policy

Effective Date: 1 August 2026

Thank you for shopping with TaliEssence.

We take great pride in handcrafting each product in small batches using carefully selected ingredients. As our products are cosmetic and personal care items, we follow strict hygiene and safety standards to protect all of our customers.

Please read this Returns & Refund Policy carefully before placing an order.

1. Your Consumer Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws.

If your order arrives faulty, damaged, not as described, or incorrect, you may be entitled to a repair, replacement, refund or other remedy available under the laws applicable in your country of purchase.

2. Order Cancellations

United Kingdom

Orders may be cancelled within 24 hours of purchase, provided production or dispatch has not yet begun.

Once an order has entered production, been packed or dispatched, cancellations can no longer be accepted.

European Union

Customers located within the European Union have the right to withdraw from eligible purchases within 14 days of receiving their order without giving a reason.

This right does not apply to sealed cosmetic or personal care products that have been unsealed after delivery for reasons of health protection or hygiene.

To exercise your right of withdrawal, please contact us before returning your order.

United States, Canada & Australia

Orders may be cancelled within 24 hours of purchase, provided production or dispatch has not yet begun. 

Once production or dispatch has started, cancellations are no longer possible.

3. Cosmetic Hygiene Policy

For the safety, health and protection of all customers, cosmetic and personal care products cannot be accepted for return once they have been opened, used or unsealed.

We cannot accept returns or exchanges for products that have been:

  • Opened
  • Used
  • Tested
  • Swatched
  • Applied to the skin or lips
  • Altered in any way

This policy helps ensure that every customer receives products that have not previously been opened or handled.

4. Eligible Returns

We will gladly resolve any genuine issue where a product:

  • Arrives damaged during transit
  • Arrives broken
  • Has a manufacturing defect
  • Is faulty
  • Is significantly different from the product ordered
  • Was supplied incorrectly

Please contact us as soon as possible if one of these situations applies.

5. Reporting a Problem

Please notify us within 48 hours of delivery if your order has arrived damaged, faulty or incorrect.

Please include:

  • Order number
  • Full name
  • Description of the issue
  • Clear photographs of:
    • The product
    • The packaging
    • Any damage
    • The shipping label (where applicable)

Providing complete information allows us to investigate your claim quickly.

6. Damaged or Faulty Products

Where appropriate, TaliEssence may offer one of the following:

  • Replacement product
  • Replacement of the affected item only
  • Store credit
  • Partial refund
  • Full refund

The resolution offered will depend on the circumstances of each claim.

7. European Union Returns

Customers residing in the European Union may return eligible unopened and unused products within 14 days of receiving their order.

Returned products must:

  • Be unopened
  • Be unused
  • Remain in their original packaging
  • Be in a resaleable condition

Customers are responsible for return shipping costs unless the product is faulty, damaged or supplied in error.

Opened cosmetic products cannot be returned under the hygiene exemption.

8. Allergies & Skin Sensitivities

Every individual's skin is unique.

Although our products are manufactured using carefully selected ingredients, individual reactions may occur.

Refunds or replacements cannot be provided because:

  • You experience an allergic reaction
  • You have sensitive skin
  • You develop irritation after use
  • The product is unsuitable for your skin type

Customers are responsible for reviewing the full ingredient list before purchasing.

9. Patch Testing

We strongly recommend carrying out a patch test before full use.

Apply a small amount of product to a discreet area of skin and wait 24 hours.

Discontinue use immediately if irritation occurs and seek medical advice where appropriate.

10. Scent Preferences

Fragrance is highly personal.

Refunds or exchanges cannot be provided because:

  • You dislike the fragrance
  • The scent is stronger than expected
  • The scent is lighter than expected
  • The fragrance differs from your personal preference

Product descriptions are intended to help customers choose suitable fragrances, however scent perception varies between individuals.

11. Handmade Products

Every TaliEssence product is handcrafted in small batches.

As a result, slight natural variations may occur in:

  • Colour
  • Texture
  • Consistency
  • Fragrance intensity
  • Surface appearance

These variations are normal and are not considered defects.

12. Incorrect Shipping Address

Customers are responsible for ensuring their delivery information is accurate before completing their purchase.

If an incorrect address is supplied:

  • We cannot guarantee changes once processing has begun.
  • Additional shipping charges may apply if the parcel must be resent.

13. Lost or Missing Parcels

If tracking shows your parcel has been delivered, please first:

  • Check with household members
  • Check any safe places
  • Check with neighbours
  • Contact the delivery company

Once a parcel has been marked as delivered by the courier, TaliEssence cannot accept responsibility for theft occurring after delivery.

14. Return to Sender

If a parcel is returned because:

  • The delivery address was incorrect
  • Delivery was refused
  • The parcel was not collected

We may:

  • Refund the product cost only (excluding shipping), or
  • Resend the parcel once additional shipping costs have been paid.

15. Non-Returnable Items

Unless faulty, damaged or supplied incorrectly, the following items cannot be returned:

  • Perfume oils
  • Solid perfumes
  • Lip balms
  • Cosmetic products
  • Opened products
  • Used products
  • Gift cards
  • Digital products
  • Clearance items
  • Sale items
  • Complimentary promotional items

16. Refund Processing

If your refund is approved:

  • Refunds will be issued to your original payment method.
  • Processing times vary depending on your payment provider or bank.
  • Original shipping charges are non-refundable unless the return is due to an error by TaliEssence or the product is faulty.

17. Refused Refund Requests

Refund requests may be refused where:

  • The product has been opened
  • The product has been used
  • The product has been damaged after delivery
  • The issue resulted from misuse
  • The claim is fraudulent
  • Insufficient evidence has been provided
  • The request falls outside this policy

18. Contact Us

If you experience any issue with your order, we'd love the opportunity to make things right.

Please contact us with:

  • Your order number
  • Full name
  • Description of the issue
  • Supporting photographs (where applicable)

Email: taliessence@outlook.com

Customer Account: https://shopify.com/106635821388/account

19. Our Commitment

Every TaliEssence product is handcrafted with care, attention to detail and quality in mind.

While we cannot accept returns on opened cosmetic products due to hygiene and consumer safety requirements, we are committed to resolving genuine issues promptly, fairly and in accordance with applicable consumer protection laws.

Thank you for supporting TaliEssence.