FAULTY, DAMAGED OR INCORRECT PRODUCTS

In the unfortunate event of your receiving a faulty, damaged or incorrect product please contact our customer care team by e-mailing us at: hello@theretreatengland.com, quoting your order reference within 48 hours of receiving your parcel.

Our team will advise where the product(s) in question should be returned. Please use the original packaging the product was sent in. You will be responsible for the cost of returning the item(s) to us until we have examined the product(s) and found them to be faulty, damaged or incorrect, at which time a refund of postage will be processed. On receipt and examination of the faulty, damaged or incorrect product we will either forward a replacement using the original method of delivery selected or process a refund, according to your wishes.

RETURNS

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. You have the right to return an item in it's original condition and packaging within 14 days of receipt. Just email us directly and we’ll take you through the process.

REFUNDS

Refunds for faulty, damaged or incorrect products will be made via the original method of payment used. We will notify you by e-mail when the refund has been processed, please allow up to 14 days for the credit to appear. If the funds do not appear please check with your bank in the first instance. In the unlikely event they are unable to assist please email the details to: hello@theretreatengland.com so that we may fully investigate.

YOUR STATUTORY RIGHTS

By Law, customers located in the European Union have the right to withdraw from their purchase of an item within seven working days of the date an item is delivered. Should you wish to cancel your purchase please do not open the package and email: hello@theretreatengland.com quoting your order number, stating that you wish to exercise your right to cancel your order, within the seven working day cooling off period. We will forward details of where your unopened parcel should be returned to and you will be responsible for the cost of returning the item(s) to us. On receipt of the goods we will process a refund via the original method of payment used.