Returns & Refund
Winters Bloom Returns & Refund Policy
Last updated: August 2026
We hope you love everything you order from Winters Bloom. If something isn't quite right, we're here to help.
In addition to your statutory rights, we offer a 30-day returns period on eligible items.
Please contact us at awinters@wintersbloom.com before returning an item so that we can help you with your return.
Change-of-mind returns
For most items purchased online, you have a legal right to tell us that you wish to cancel your order within 14 days of receiving it. You then have a further 14 days to return the goods to us.
Winters Bloom extends this by allowing eligible products to be returned within 30 days of delivery, subject to the conditions below.
For returns made after the statutory cancellation period but within our 30-day goodwill returns period, items must be:
- unused;
- in a resaleable condition;
- complete with any accessories; and
- returned with their original packaging where reasonably possible.
Your statutory right to inspect an online purchase is not affected by these conditions. UK customers are entitled to handle goods in broadly the same way they could reasonably inspect them in a shop.
Personalised and made-to-order products
We are unable to accept change-of-mind returns for products that have been personalised, customised or made specifically to your requirements.
This includes personalised cards or gifts where names, wording, dates or other custom details have been added at your request.
Please check all personalisation carefully before placing your order.
If we have made an error, or your personalised product arrives faulty, damaged or different from what you ordered, please contact us and we will put things right.
Personalised and custom-made goods are excluded from the ordinary change-of-mind cancellation right, but customers retain their rights where goods are faulty or misdescribed.
Lip balms, roll-ons and personal-care products
For hygiene and safety reasons, certain personal-care and topical products may not be eligible for a change-of-mind return once a hygiene or tamper seal has been broken, where the product is unsuitable for return for health-protection or hygiene reasons.
This may include products such as:
- lip balms;
- topical essential-oil roll-ons; and
- other sealed personal-care products.
If the product is supplied sealed, please inspect the outer packaging before opening it if you think you may wish to return it.
This restriction only applies where the product genuinely qualifies for the hygiene exception and has been unsealed after delivery.
It does not affect your rights if a product is faulty, damaged, unsafe or not as described.
For you: when the Ancient Wisdom stock arrives, check whether the Honey lip balms and Hop Hare rollers actually have tamper/hygiene seals. If they don't, I would remove those products from this particular exclusion rather than trying to classify them as automatically non-returnable.
Handmade and natural products
Some Winters Bloom products are handmade, hand-finished or made using natural materials.
Crystals, gemstones, wood, stone, dried botanicals and similar natural materials may vary slightly in colour, shape, pattern, markings or size.
Small variations of this nature are part of the character of these products and are not normally considered defects.
If you believe your item is genuinely damaged or faulty, however, please contact us.
Seeds and plantable products
Where products contain seeds or plantable materials, germination can be affected by factors including weather, temperature, soil, watering, storage and planting conditions.
For this reason, we cannot guarantee successful germination.
This does not affect your statutory rights where the product itself is faulty or has been incorrectly described.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty or incorrect, please contact us at:
Please include your order number and, where possible, photographs showing the problem. This helps us resolve things as quickly as possible.
Depending on the circumstances, we will arrange an appropriate refund, replacement or other remedy in accordance with your consumer rights.
You will not be expected to pay reasonable return postage costs where goods are faulty, damaged or have been supplied incorrectly.
Your rights in relation to faulty or misdescribed goods are separate from our change-of-mind returns policy and cannot be taken away by these terms.
Returning an eligible item
To begin a return, email:
Please include:
- your name;
- your order number;
- the item you wish to return; and
- whether the item is faulty or you have simply changed your mind.
Please do not send an item back before contacting us.
For ordinary change-of-mind returns, the customer is responsible for the direct cost of returning the item unless we have agreed otherwise.
We recommend obtaining proof of postage when returning goods.
Refunds
Once we have received and checked your return, we will confirm that your refund has been processed.
Refunds will normally be made to the original payment method.
Where you exercise your statutory right to cancel an eligible online order, we will also refund the cost of the least expensive standard delivery option we offered for that order where required by law.
If you chose a more expensive or express delivery service, we are not required to refund the additional amount above our standard delivery charge.
Refunds due following cancellation will be processed within the applicable legal timeframe. Current UK guidance requires eligible refunds to be made within 14 days of the returned goods being received.
Please remember that your bank or payment provider may take additional time to display the refund in your account.
Reduced value caused by handling
Customers are entitled to inspect products bought online.
However, if a returned item has been handled beyond what would reasonably be necessary to establish its nature, characteristics and functioning, and that handling has reduced its value, we may make an appropriate deduction from the refund where permitted by law.
Your statutory rights
Nothing in this policy affects your statutory consumer rights.
If you have any questions about a return, please email:
We will always do our best to help. 🌿