Isaro Design And Wellness

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Refund Policy

Effective Date: 24/02/2025

We operate in compliance with EU consumer protection legislation. Whether you have purchased one of our self-care digital products, physical products, or enrolled in a workshop, your rights are important to us. This Policy explains your eligibility for refunds and the process for making a refund request.

2. Definitions

  • Self-Care Digital Products: Digital downloads, online courses, e-guides, or any other digital content provided for self-care purposes.
  • Body Products: Physical self-care items, such as skincare products, wellness items, and similar tangible goods.
  • Candles: A specialised category of body products. Our candles are crafted for self-care and ambience, and like other physical products, specific conditions apply for refunds.
  • Workshops: In-person or online events, courses, or sessions designed to promote self-care and personal development.

3. Refund Eligibility

3.1 Self-Care Digital Products

  • Standard Refunds: Due to the nature of digital content, once the product has been accessed, downloaded, or otherwise consumed, we are unable to offer a refund.
  • Exception: If a technical fault or error renders the digital product unusable, please contact us within 14 days of purchase. We will, at our discretion, offer a replacement or refund.

3.2 Body Products

  • Standard Refunds: You have a right to return physical goods within 14 days of delivery if they are in their original, unused condition, and in the original packaging.
  • Exceptions: For products that have been opened or used, refunds may not be available unless the product is faulty or not as described. In such cases, please contact us within 14 days of receipt.

3.3 Candles

  • Refund Conditions: As a specialised product, refunds for our candles follow the same principles as other body products, with an emphasis on hygiene and safety.
    • Unopened & Unused: Candles must be returned unopened and in their original packaging to qualify for a refund.
    • Faulty or Misdescribed: If a candle is found to be faulty or not as described, please contact us within 14 days of receipt. In such cases, we will, at our discretion, offer a replacement or refund.
    • Opened Candles: Once a candle has been opened or if the seal is broken, it may no longer be eligible for a refund unless a manufacturing defect is confirmed.

3.4 Workshops

  • Standard Refunds: For workshop enrolments, you may request a cancellation and refund up to 7 days before the scheduled start date.
  • Late Cancellations: Requests received within 7 days of the start date may incur a cancellation fee or, in certain circumstances, be non-refundable.
  • Exceptional Circumstances: Should the workshop be cancelled by us, you will be offered either a full refund or the opportunity to rebook at a later date.

4. Process for Requesting a Refund

To request a refund, please follow these steps:

  1. Submit Your Request: Contact our Customer Service team at info@IsaroDesignandWellness.com with your order number and details of your request.
  2. Assessment: We will review your request and, if applicable, ask for further evidence or details to help us verify the issue.
  3. Resolution: We aim to respond within 14 business days. If your request is approved, refunds will be processed using the original method of payment. Please note that any bank or credit card fees may not be refundable.

5. Non-Refundable Items

Certain products or services may be non-refundable:

  • Digital Products: Once downloaded or accessed, unless there is a verifiable technical fault.
  • Personalised Items: Products that have been customised or personalised, unless there is an error on our part.
  • Workshops: Fees for workshops cancelled less than 7 days before the start date, subject to our discretion.

6. Additional Terms

  • Faulty or Misdescribed Goods: If you receive a body product or workshop service that is faulty or not as described, please contact us immediately. We will work with you to arrange a return, replacement, or refund in accordance with your statutory rights.
  • EU Consumer Rights: This Policy is designed to be consistent with your rights under EU consumer law. Nothing in this Policy shall be construed as limiting your legal rights.

7. Contact Us

If you have any questions about our Refund Policy or require further assistance, please do not hesitate to reach out to our friendly Customer Service team at info@IsaroDesignandWellness.com. We are here to help and ensure your experience with our products and services is both positive and fulfilling.

We appreciate your business and are committed to providing quality products and services that empower your self-care journey. Thank you for choosing us.