Returns and refunds

Last updated: 23 September 2026

When you buy from us, two things protect you. Our own 30-day promise, wherever you live. And, if you live in the European Union or the United Kingdom, your legal right to withdraw within 14 days. Where both apply, you get whichever is better for you.

Our 30-day promise

You have 30 days from the day your order arrives to send it back. For this promise, the item needs to meet these conditions:

  • Opened is fine. Smell it, and with resins try one piece. Beyond that first try, it comes back unused.
  • The original packaging and any tags are intact.
  • Your order number is all we need as proof of purchase.

We charge no restocking fee. If the item arrived damaged, faulty or wrong, the return costs you nothing and the label is on us. If you have changed your mind, the return postage is yours.

Three things fall outside this promise: skincare, for hygiene; a custom order, made for one person; and an essential oil once it has been used, though opening one and smelling it is fine. Sale items and gift cards are outside it too. If you are unhappy with any of these, write to us anyway and we will do our best to make things right.

How to send something back

  1. Email returns@sacrasoul.com with your order number and the items you are sending back.
  2. We reply with the return instructions. If the return is on us, we include a prepaid label.
  3. Pack the items well and send them within 14 days of writing to us, to: Sacrasoul LLP, c/o Grupa Lewandowski Sp. z o.o., ul. Stanisława Murzynowskiego 18/103, 10-684 Olsztyn, Poland.
  4. We refund you (see below).

Writing to us first means we can send the right label and match your parcel to your order quickly.

Refunds

We refund you within 14 days of receiving your message, to the payment method you used and at no cost to you. We may wait until the parcel is back with us, or until you send us proof that you have posted it, whichever comes first. Your bank may take a few more days to show the money.

Your legal right to withdraw (EU and UK)

If you live in the European Union or the United Kingdom, you can withdraw from your purchase within 14 days without giving any reason.

  • When the 14 days start. On the day you, or someone you name other than the carrier, receive the goods. If your order arrives in several parcels, on the day the last one arrives. For a subscription, on the day the first delivery arrives.
  • How to withdraw. Tell us before the 14 days are up. A clear message to returns@sacrasoul.com is enough. You may use the model form below, but you do not have to. It is enough to send your message before the period ends.
  • Sending the goods back. Send them to the return address above, without undue delay and at the latest 14 days after you tell us. It is enough to send them before the 14 days end. If you have changed your mind, the direct cost of returning them is yours.
  • Your refund. Within 14 days of receiving your message, we refund the price of what you return and, when you return the whole order, the standard delivery cost too. If you chose a more expensive delivery than our standard one, we refund the standard cost. We use the payment method you used unless you agree to another, and you pay no fee for the refund. We may withhold the refund until we have received the goods back, or until you have supplied proof that you have sent them, whichever is earlier.
  • Trying what you bought. You may handle the goods as you would in a shop, to see what they are and how they smell. You are only liable for a loss in their value caused by handling beyond what was needed for that. An essential oil you have used, rather than just smelled, can still be returned within the 14 days, but we may deduct the value it has lost.
  • Exceptions. The right does not apply to goods made to your specifications or clearly personalised, or to sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery.

These rights come from Directive 2011/83/EU as applied in your country (in Poland, the Consumer Rights Act of 30 May 2014) and, in the United Kingdom, from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

— To Sacrasoul LLP, 32 Kinburn Street, London SE16 6DW, United Kingdom, returns@sacrasoul.com:
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
— Ordered on (*)/received on (*),
— Name of consumer(s),
— Address of consumer(s),
— Signature of consumer(s) (only if this form is notified on paper),
— Date

(*) Delete as appropriate.

Faulty or not as described

Please check your order when it arrives, and write to returns@sacrasoul.com as soon as you notice anything damaged, faulty or wrong, with your order number and a photo if you can. We will acknowledge your message and reply within 7 days of receiving all the details, and in any case within 14 days of receiving your complaint.

Whatever our promises say, the law also protects you. In the European Union we are responsible for any lack of conformity that becomes apparent within two years of delivery, and for longer where the law of your country gives more: you can ask for a repair or a replacement and, where that is not possible or does not put it right, a price reduction or a refund. In the United Kingdom, your rights under the Consumer Rights Act 2015 apply. None of this costs you anything.

Exchanges

The quickest way to get something else is to return your item and place a new order.

Contact

Sacrasoul LLP, 32 Kinburn Street, London SE16 6DW, United Kingdom. returns@sacrasoul.com · +44 20 8050 8027