Terms and Conditions of Sale — Retail International

Quinessence Aromatherapy Ltd of Forest Court, Linden Way, Coalville, Leicestershire LE67 3JY, United Kingdom is referred to below as "Quinessence".

Quinessence reserve the right to change these Terms and Conditions at any time. Any such changes will take effect when posted on the website and it is your responsibility to read the Terms and Conditions on each occasion you use this website and your continued use of the website shall signify your acceptance to be bound by the latest terms and conditions. Trade customers - please familiarise yourself with our Trade Terms & Conditions after your online account has been approved.


All orders are accepted at the sole discretion of Quinessence and are subject to your credit or debit card being authorised for the transaction. All transactions are conducted through a secure web server (see the Privacy and Security page for more information).

When you place an order via this website you will be sent an auto-generated Order Acknowledgement by email detailing everything you have ordered. This email is not an order confirmation or order acceptance from Quinessence. Acceptance of your order and the completion of the contract between you and Quinessence will take place on dispatch to you of the products ordered unless Quinessence notifies you that your order has not been accepted or you have cancelled it.

It is your responsibility to check that the name, address and postcode details you have supplied are accurate and complete, since we are unable to offer any Refunds for orders either lost or delivered to the wrong address due to an error on your part. See 'Refunds' below.

Order Cancellations

If you cancel your entire order through no fault of Quinesssence, a 5% charge will be deducted from your refund payment to cover the costs incurred by Quinessence for Credit Card/Paypal processing fees and administration.

Back Orders

As the manufacturer of Quinessence brand products we are able to maintain high levels of stock all year round. On the rare occasion an item is not available, we will back order it for you and give you the option to cancel the item/order if you would rather not wait for it to be delivered. Back ordered items are not charged until they are shipped.


All prices on this site are in British Pounds Sterling (£ GBP). If your delivery is outside of the European Union you will not be charged Value Added Tax (VAT).

Shipping Charges & Options

Prices on this website for customers outside of the European Union include the cost of delivery to your door. The only charge at the Checkout is for a trackable 'Signed for' Service which is required so you can track your shipment. For orders over £45.00 (GBP) in value this service is provided free of charge. Due to delays with deliveries to China, we urge customers in this region to monitor the progress of their parcel.


From the time of receiving your order we aim to have it processed, dispatched and in your hands as quickly as possible. Orders are usually processed and dispatched within 24 hours of receipt, or up 48 hours during exceptionally busy periods and after Public holidays. The time it takes your order to arrive after we have dispatched it is determined by the distance of your country from the UK and the efficiency of your country's internal mail network.

Customers who reside outside of the EU should normally receive orders between 7 to 15 business days after dispatch. Customers in China please note that deliveries may take longer due to internal delays in the Chinese postal network and this is beyond the control of Quinessence. During the lead up to holidays the number of orders we receive increases significantly, as does the volume of parcel traffic in the mail network, and this may cause delays. This should be taken into consideration when placing orders before a Public Holiday, and especially within 2 weeks of the Christmas Holidays.

Delivery will be via one of our contracted Carrier Services who will require a signature of receipt, or by Royal Mail who may also require a signature of receipt. Royal Mail handle packages up to 2 kilos in weight, and orders over this weight are shipped by a Carrier Service who do not deliver on weekends. Please note we can only deliver to P.O. Box Numbers by special arrangement - please email us to request this.

If there is a possibility that nobody will be at home during the day, you must provide an alternative delivery address where there will be somebody available to sign for delivery - for example a neighbour or your works address. If there is nobody at the delivery address to accept delivery, the Carrier Service will leave a card for you to re-arrange delivery within the next 48 hours. It is your responsibility to monitor such circumstances and co-operate with the delivery service.

Failed Deliveries

Due to the increasing costs of transport and storage, Carrier Services now make only one further attempt to deliver your order, after which there may be a charge for any further attempts. If you fail to contact the Carrier Service within 48 hours to arrange re-delivery, your parcel will be returned to Quinessence. Should your parcel be returned to Quinessence under such circumstances, there would be a further delivery charge to re-send your order.

If you cancel your order and request a Refund after a failed attempted delivery, the original cost of shipping your order, plus any other costs incurred by Quinessence in retrieving your parcel, will be deducted from your Refund.

Damages, Shortages and Errors

Check your package carefully upon delivery and if there is any sign of damage, include the words “Damaged” on the document that you sign to accept delivery. If your parcel is damaged, do not refuse to accept delivery or this will jeopardize any claims for compensation against the shipper. All damages incurred during transit must be reported immediately to Quinessence by email and also the Carrier Company or Royal Mail. Do not throw away the carton or any packaging materials since the Carrier Company or Royal Mail will need to inspect them before paying compensation.

Any shortages or errors must be reported by email to Quinessence within 3 days of delivery, and all packaging materials must be kept for inspection by the Carrier Company or Royal Mail in case your parcel has been tampered with in transit. No claims for damages, shortages or errors will be entertained if they have not been reported to Quinessence within this period.


Quinessence wants you to be completely happy with your purchase, so if for any reason you are not 100% satisfied we are happy to offer a refund, exchange or replacement on any item returned to us within thirty days of your receipt of goods, provided they are still in their original packaging, undamaged and in an unused condition. Whilst we understand that you may need to open a product to evaluate the fragrance, for reasons of hygiene and safety we are unable to accept the return of any product that has been used. All returned goods will be closely examined, measured and weighed upon receipt in accordance with this policy.

If you are returning an item because of an error on our part we will be happy to refund all delivery charges incurred. Otherwise all goods are returned at your own expense. Should you wish to exchange or return an item, please email us and we will issue you with a Returns Authorisation Number (RAN). Goods returned without a RAN will be subjected to a 15% administration and restocking fee. See this page for instructions how to Return an item.


We will notify you via e-mail of your refund once we've safely received, checked and processed the returned item(s). If you are returning an item that was not due to an error on our part, the cost of shipping that item to you will be deducted from your refund. If you are requesting a Refund for a failed delivery that has been returned to Quinessence due to an incorrect address, postcode or other information you provided, the cost to Quinessence of shipping your order will not be refunded.

In the unlikely event that you wish to return an entire order through no fault on our part, the full cost of documentation, packing and shipping will be deducted from your refund. You will be notified of this cost when we issue you with your Returns Authorisation Number. You can expect a refund in the same form of payment originally used for purchase within 14 business days of our receiving your return.

Import Duties

Overseas customers may be subject to import duties which are levied once your order arrives in your country. Additional charges for customs clearance must be borne fully by you since we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country and you should contact your local customs office for further information. If you refuse to pay any such charges and Customs return the parcel to Quinessence, all costs incurred in connection with this, plus our original shipping charge to your address and a 15% restocking fee will be deducted from your refund. It is always cheaper for you to pay the Import Duties rather than bear all the associated cost with re-importing the parcel back into the United Kingdom.

Use of this site

Every effort is taken to ensure that the information contained in this website is correct and up-to-date. However, Quinessence disclaim all warranties and representations as to the accuracy of any information contained if at any time it becomes inadvertently out-of-date or incomplete. Quinessence cannot be held responsible for any loss or damage that may arise from the use of this information.

Quinessence is not responsible for this site's accuracy or the reliability of the access to this site. Neither will we assume responsibility for the content of any other website to which this site links to. These links are provided for your convenience only.

These conditions are governed and construed by English law. English courts will resolve any disputes. These Terms and Conditions do not affect your statutory rights as a customer.

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