Refund policy

Returns & Refunds Policy (Restora Holistics)

Effective date: 12/02/2026
Website: restoraholistics.co.uk
Customer support: contact@restoraholistics.co.uk

We want you to be happy with your order. This policy explains how returns and refunds work for our sealed honey products and natural skincare & haircare.

1) Your right to cancel (online orders)

If you are a customer in the UK/EEA, you usually have the right to cancel your online order within 14 days of receiving it.

To cancel, email us at contact@restoraholistics.co.uk within 14 days of delivery. If your items are eligible for return, you must send them back within 14 days of telling us you want to cancel.

Note: Some items are excluded for hygiene and food safety reasons (see Section 2).

2) Items we can’t accept back (food safety & hygiene)

Because we sell food and personal care products, we cannot accept returns for:

  • Any honey/food products that have been opened, unsealed, or have a broken tamper-evident seal

  • Any skincare/haircare products that have been opened, used, or have broken seals

  • Items returned without original packaging where this affects hygiene/saleability

  • Items that are damaged due to misuse, accident, or improper storage after delivery

This does not affect your rights if an item is faulty, damaged, or not as described.

3) If your order arrives damaged, faulty, leaking, or incorrect

If something arrives damaged, leaking, faulty, or you receive the wrong item, please contact us at contact@restoraholistics.co.uk within 48 hours of delivery (or as soon as possible), including:

  • Your order number

  • Photos of the item and outer packaging (including the shipping label)

We will offer a replacement or a full refund, depending on the situation and your preference. If the issue is our fault, we’ll cover reasonable return shipping costs (if a return is needed).

4) Change-of-mind returns (eligible items only)

We can accept a change-of-mind return only if the item is:

  • Unused, unopened, and in resaleable condition

  • Sealed and tamper-evident seal unbroken (where applicable)

For change-of-mind returns:

  • You are responsible for return postage

  • We recommend using a tracked service, as we can’t refund items lost in transit back to us

5) International orders (important)

We ship internationally. Return eligibility is the same: items must be unopened, unused, and sealed.

For international change-of-mind returns:

  • Return shipping costs, duties, taxes, and fees are the customer’s responsibility

  • Original shipping fees and any import charges are non-refundable

  • If a parcel is refused or unclaimed and returned to us, we can refund eligible items minus any return shipping/fees charged to us

6) Refunds

Once we receive and inspect your return (if a return is required), we’ll email you with the outcome.

If approved:

  • Refunds are processed to the original payment method within 14 days

  • If the return is due to our error (faulty/damaged/incorrect), you’ll receive a full refund including standard delivery where applicable

  • For change-of-mind returns, refunds cover the item price only (and standard delivery only when legally required)

7) Exchanges

We don’t offer standard exchanges. The quickest option is to return an eligible item for a refund and place a new order.
If your item is faulty/damaged/incorrect, we’ll arrange a replacement where possible.

8) Allergens and sensitivities

Some products may contain allergens (e.g., nuts) or be made in environments that handle allergens. Please check product descriptions and ingredients before purchasing.

We cannot refund opened products due to allergy/sensitivity concerns if seals are broken, unless the item is faulty or not as described.

9) How to start a return

Email contact@restoraholistics.co.uk with:

  • Your full name

  • Order number

  • The item(s) you want to return and the reason

  • Photos (required for damage/fault/leaks)

We’ll reply with the next steps.