Refund policy

As a small, independent business, customer service is extremely important to Apothaka® and I want you to be delighted with my products, which is reflected in my return policy.

If you're not happy with your purchase, you can return unopened items for a refund or exchange within 14 days of receipt. I'm unable to refund items that have been opened. Contact me at hello@apothaka.com within 48 hours of receiving your order, quoting your order number and your reason for returning any items. Please wait for an acknowledgement which will explain how to return your items.  Orders can also be cancelled and refunded prior to them being shipped if you contact me to request this, though this won't be possible once the order has been processed.

To qualify for any refund or exchange, the products must be returned and received unopened in their original packaging and in the same condition of dispatch/receipt. For refunds, I will refund the original price paid and the cost of the standard delivery if you paid for delivery (but not any additional cost of premium delivery option chosen).

Please note that unless the products are deemed faulty / damaged, the cost for returning products is the responsibility of the customer. All returns must be sent by Royal Mail Signed For delivery so that you can obtain a tracking number. The items can't be treated as returned & eligible for a refund / exchange until I have received them and checked the condition of the items. 

Replacements / refunds will be processed within 14 days of receipt and checking of the returned items. Refunds can only be made via the original payment method. If gift cards have been used for payments, the refund will be applied back to the gift card. Refunds for products given as a gift can only be given to the original purchaser.

If a free gift was included this must be returned with your item or the value of the gift will be deducted from the refund. 

If you used a promotional/discount code and your order no longer qualifies, the promotional/discount value will be deducted from your refund. 

If your order value after returning your item(s) no longer qualifies for free shipping, delivery charges will be deducted from your refund.

Gift cards, samples, sale items and free items are non-returnable.

International customers please note: refund values are given based on the UK Pound Sterling amount originally paid (NOT the customer's local currency equivalent). I cannot be held responsible for any resulting currency fluctuations that occur between the order confirmation and the processing of a refund.

Damaged or missing items:

I always ensure that orders are carefully checked and packed in a condition suitable for posting, and that they should reach you undamaged. However, if this is not the case, please contact me at hello@apothaka.com within 48 hours of receiving your order, quoting your order number and details of the problem. If your order is damaged, please send photos and keep the original packaging materials so that I can investigate the issue with the postal service or the relevant carrier. Please wait for an acknowledgement which will explain how to return your items.  

To qualify for a refund or exchange on faulty / damaged products, the products must be returned unused (with the seals intact) in their original packaging and in the same condition of dispatch/receipt within 30 days.

I will cover the costs of returning any faulty / damaged items. All returns must be sent by Royal Mail Signed For / tracked delivery so that you can obtain a tracking number. The items can't be treated as returned & eligible for a refund / exchange until I have received and checked them. 

Replacements / refunds will be processed within 14 days of receipt of the returned items.

Lost items:

Delivery times / customs processing times are highly variable and out of my control so please ensure you allow up to 6 weeks from the shipping date for parcels sent via standard delivery before contacting me in the unlikely event that you haven't received your order (unfortunately I'm unable to take any action before then).  

EU Customers
Right of Withdrawal If you are based in the EU, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, use the withdrawal button on our website or contact us at hello@apothaka.com with your name, order number and a clear statement that you wish to withdraw. Once we receive your withdrawal request, we will send you a confirmation by email. You must return the items within 14 days of notifying us. We will refund the full purchase price including standard delivery costs within 14 days of receiving the returned items.
Please note: return shipping costs are the responsibility of the customer unless the items are faulty or damaged. Sealed hygiene products cannot be returned once the seal has been broken.