RETURN & REFUND POLICY

We hope that you are delighted with your Chandrika Thomas London purchase. If you need to return an item, please read our Returns & Refund Policy below.

 

Change of Mind Returns

If you change your mind about an online purchase, you may cancel your order within 14 days of receiving your goods, subject to any applicable exclusions under UK consumer law.

To request a return, please contact us at info@chandrikathomas.co.uk within 14 days of receiving your order. Once you have notified us that you wish to cancel, the goods must be returned to us within 14 days.

For change-of-mind returns, you are responsible for arranging and paying the cost of returning the goods to us. Return postage costs will not be reimbursed.

 

Condition of Returned Items

Products must be returned in a condition consistent with the reasonable examination of the product and in their original packaging. You will also need to provide your receipt or other proof of purchase.

You may handle a product only to the extent reasonably necessary to establish its nature, characteristics and functioning.

We do not accept discretionary returns, refunds, exchanges or replacements for products that have been used where the reason for the return is a change of mind.

Where you exercise a statutory right to cancel, and a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, resulting in a reduction in its value, we reserve the right to make an appropriate deduction from the refund to reflect that diminished value, where permitted by law.

This does not affect your statutory rights. If a product is faulty, damaged, misdescribed or otherwise does not conform to the contract, your statutory rights and remedies will continue to apply.

 

How to Make a Return

Before returning an item, please contact us at:

info@chandrikathomas.co.uk

We will provide you with instructions on how and where to return your item.

Please do not send products back to us without contacting us first.

Returns should be sent to:

Chandrika Thomas London
298 Sandycombe Road
Kew, Richmond
Kew Gardens
TW9 3NG
United Kingdom

For change-of-mind returns, you are responsible for arranging and paying for the return postage.

We recommend using an appropriate tracked or insured delivery service. You are responsible for the returned goods until they are received by us.

 

Original Delivery Charges

For a change-of-mind return, the cost of sending the goods back to us is your responsibility and will not be reimbursed.

If you return only part of an order because you have changed your mind, the original delivery charge will not normally be refunded.

If you exercise your statutory right to cancel your entire eligible online order, we will refund the standard delivery charge originally paid where required by UK consumer law.

If you selected a delivery service that cost more than our standard delivery option, we are only required to refund an amount equivalent to our standard delivery charge where applicable.

 

Exchanges and Replacements

If you change your mind and would prefer a different fragrance, size or product, please contact us at info@chandrikathomas.co.uk.

Any discretionary exchange or replacement is subject to product availability and the condition of the returned item.

We do not offer discretionary exchanges or replacements for used products where the reason is a change of mind.

For an eligible change-of-mind exchange:

• You are responsible for the cost of returning the original product to us.

• You are responsible for the delivery cost of sending the replacement product to you.

• Any difference in price between the original and replacement products must be paid before the replacement is dispatched.

These conditions do not limit your statutory rights where a product is faulty, damaged, misdescribed or otherwise does not conform to the contract.

 

Gifted Items

If a product was purchased as a gift and the recipient wishes to request a return, exchange, replacement or refund, the original purchaser must contact us directly at info@chandrikathomas.co.uk.

We will process any return, exchange, replacement or refund with the original purchaser, as they are the person who placed the order with us.

We may ask for the original order number or other proof of purchase so that we can locate and verify the order.

Where a refund is due, it will be issued to the original payment method used to place the order. We are unable to issue a refund directly to the gift recipient.

Our standard return conditions, including product condition requirements and applicable return and delivery costs, will apply to gifted items.

If a gifted item is faulty, damaged, incorrect or otherwise does not conform to the order, the original purchaser should contact us so that we can assess the issue and provide the appropriate remedy.

Nothing in this section affects any rights available under applicable UK consumer law.

 

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If an item is defective or damaged, or you have received the wrong product, please contact us as soon as possible at info@chandrikathomas.co.uk.

Please provide your order number, details of the issue and, where appropriate, photographs showing the damage, fault or incorrect item.

We will assess the issue and provide the appropriate remedy in accordance with your statutory rights.

Where we have supplied a faulty, damaged or incorrect item, we will cover reasonable return costs where required by law.

A product will not automatically be excluded from a statutory remedy simply because it has been used where the fault or other issue was discovered through or after reasonable use.

Nothing in this policy limits your statutory rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.

 

Sale, Promotional and Complimentary Items

Purchasing an item at a reduced or promotional price does not remove any statutory cancellation or consumer rights that apply to your purchase.

Where an order includes a complimentary gift, complimentary product, sample or other promotional item that was supplied because the order met the conditions of an offer, the complimentary or promotional item forms part of that offer.

If you cancel or return the qualifying purchase, any complimentary or promotional items supplied as part of that offer must also be returned to us.

Complimentary and promotional items must be returned unused and in their original condition, where applicable.

If a complimentary or promotional item has been used, damaged, opened beyond what is reasonably necessary to examine it, or is not returned, we reserve the right, where permitted by law, to make an appropriate deduction from the refund to reflect any resulting reduction in value.

The amount of any deduction will be determined reasonably by reference to the circumstances and the actual reduction in value. It will not exceed the amount permitted by applicable law.

Where only part of an order is returned and the remaining purchase no longer meets the qualifying conditions of the original promotion, the terms of that promotion will apply and we may require any associated complimentary or promotional item to be returned.

This section does not affect your statutory rights, including your rights where the qualifying product or complimentary item is faulty, damaged, misdescribed or otherwise does not conform to the contract.

 

Gift Cards

Gift cards are subject to any statutory rights that apply to their purchase.

Where products purchased using a gift card are eligible for a refund, the relevant amount will normally be returned to the original gift card or otherwise processed in accordance with the original payment method and applicable law.

 

Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@chandrikathomas.co.uk.

If your order has not yet been dispatched, we will endeavour to cancel it and process the appropriate refund.

If your order has already been dispatched, you will need to follow the return procedure set out above.

 

Refunds

Once your return has been received, or you have provided evidence that the goods have been returned where applicable, we will process any refund due in accordance with UK consumer law.

Where a refund is due, it will be made to your original payment method.

Your bank, card provider or payment service may require additional processing time before the refunded amount appears in your account.

For change-of-mind returns, the cost of returning the product to us will not be refunded.

For partial change-of-mind returns, the original delivery charge will not normally be refunded.

Where you exercise your statutory cancellation right in relation to your entire eligible online order, the standard original delivery charge will be refunded where required by law.

If the returned product has been handled or used beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may make an appropriate deduction from the refund for any resulting reduction in value, where permitted by law.

 

Contact Us

If you have any questions about a return, exchange, cancellation or refund, please contact us:

Email: info@chandrikathomas.co.uk

Returns Address:
Chandrika Thomas London
298 Sandycombe Road
Kew, Richmond
Kew Gardens
TW9 3NG
United Kingdom

Nothing in this Returns & Refund Policy affects your statutory rights under applicable UK consumer law.