Refund policy
Return & Refund Policy
We want you to be happy with your purchase from Desert Emerald. In addition to your statutory rights, we offer a 15-day return policy, which means you have 15 days after receiving your item to request a return.
Returns
To be eligible for a return under our 15-day returns policy, your item must be unused, unopened, in the same condition that you received it and, where applicable, with its original seals and packaging intact. You will also need your receipt or proof of purchase.
To request a return, please contact us at desertemeraldinfo@gmail.com before sending any item back. If your return is accepted, we will provide you with the return address and instructions on how and where to send your parcel.
Please do not send returns without contacting us first, as unauthorised returns may not be accepted.
UK Cancellation Rights
If you purchase online as a consumer in the United Kingdom, you generally have the right to cancel your order within 14 days of receiving the goods, subject to applicable legal exceptions. After notifying us of your cancellation, you normally have a further 14 days to return the goods.
Nothing in this policy affects your statutory rights under UK consumer law.
Perfumes, Cosmetics & Personal Care Products
For health and hygiene reasons, certain sealed cosmetics, personal care products and similar goods may not be eligible for cancellation or return once their seal has been broken where the applicable legal hygiene exception applies.
Perfumes and other products must be returned unused and in a condition consistent with your applicable cancellation and return rights.
These restrictions do not affect your statutory rights if an item is faulty, damaged, not as described or otherwise does not conform to the contract.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, defective, incorrect or not as described. Please include your order number and, where appropriate, photographs showing the issue so that we can investigate and resolve it.
Your statutory rights in relation to faulty or misdescribed goods are not affected by this policy.
Non-returnable Items
Certain goods may be excluded from our voluntary returns policy, including personalised or custom-made products, gift cards, and products that cannot be returned for health or hygiene reasons where the relevant legal exception applies.
Please contact us if you are unsure whether your item can be returned.
Sale Items
Sale or promotional items remain subject to your statutory consumer rights. Any additional voluntary return rights offered by Desert Emerald will be stated at the time of purchase.
Exchanges
If you would like a different product, please contact us. Where appropriate, the simplest option may be to return the eligible item and place a new order once the return has been accepted.
Return Shipping
For change-of-mind returns under our voluntary returns policy, the customer is responsible for the cost of returning the item unless we tell you otherwise.
Where goods are faulty, damaged, incorrect or not as described, we will handle reasonable return costs in accordance with your statutory rights.
We recommend using a tracked postal service when returning an item. Desert Emerald cannot be responsible for returned parcels that are lost before reaching us.
Refunds
Once we receive and inspect your return, we will notify you of the outcome. If a refund is due, it will be issued to your original payment method.
Please allow time for your bank, card provider or payment provider to process the refund after it has been issued.
Where you exercise a statutory right to cancel an online order, any refund due, including applicable standard delivery charges, will be handled in accordance with UK consumer law.
Contact
For return or refund enquiries, please contact:
Desert Emerald
Email: desertemeraldinfo@gmail.com
We will provide the appropriate return address and instructions after your return request has been reviewed.