Shipping & Return

Return & Refund Policy

We want you to love your purchase! If for any reason you're not completely satisfied, we offer a 20-day return policy for eligible products.

 

a.  Returns must be initiated within 20 days of receiving your order.
b.  Items must be unused, unopened, and in their original packaging.
c.  Opened essential oils and custom blends cannot be returned for hygiene and safety reasons. 

 

If your return is due to an error on our part (wrong or defective product), we will cover the return shipping cost. Otherwise, return shipping is the customer’s responsibility.

 

Items That Cannot Be Returned

-  Opened essential oils or custom blends (for hygiene & safety reasons).

 

-  Products not in their original packaging or showing signs of use.

 

-  Items returned beyond the 20-day window.

 

How To Return An Item

Step 1: Contact us at [your email/contact page] to request a Returns Authorization Number (RAN).

 

Step 2: Pack your return securely in its original packaging to prevent damage.

 

Step 3: Ship the return to:
Symbiosis Living
29A, 3/F, 23 Wharf Street
London, England SE8 3GG, United Kingdom

 

Step 4: Once we receive and inspect your return, your refund will be processed within 14 business days.

For your protection, we recommend using a tracked shipping method. We are not responsible for lost or damaged return shipments.

 

Refund Process

-  Refunds will be issued to the original payment method.

 

-  If the return is not due to our error, the original shipping cost will be deducted from your refund.

 

-  We will notify you via email once your return is processed.

 

Order Cancellations

-  We process and ship orders quickly—usually within 24 hours. If you need to cancel or change your order, contact us immediately.

 

-  Once an order has shipped, it cannot be canceled.

International Shipping & Import Duties

We currently offer shipping to customers in the United Kingdom and Hong Kong.  We are expanding thoughtfully, with care for quality and consistency — and hope to include more countries in the near future.  If you're based elsewhere and would love to invite our scents into your space, please feel free to send us a message — we'd be delighted to hear from you.

 

For now:

UK Shipping - We offer Royal Mail delivery across the UK, including:

- Standard Delivery (2nd Class)
- Faster Delivery (1st Class)
- Free UK shipping is available on qualifying orders

 

Hong Kong Shipping - We currently offer three Royal Mail international services:

- Tracked Delivery (International Tracked/Signed) — best for peace of mind
- Standard Delivery — simple and reliable
- Economy Delivery — the most affordable, but slower

 

All international rates are automatically calculated at checkout based on your order weight and address.

 

Few Notes on International Shipping:


We want every delivery to feel as smooth and thoughtful as the items inside.  To help with that:

Customs and import duties (if applicable) are the responsibility of the customer.  These are set by your country’s authorities and may vary — we recommend checking with your local customs office before ordering.


If you choose not to accept or pay customs fees, and the parcel is returned to us, we will deduct any shipping and return charges from your refund.


On rare occasions, certain items may not be eligible for international shipping due to local restrictions. If there’s ever an issue, we’ll let you know promptly and work with you to find a solution.


We appreciate your understanding — and as always, if you have any questions or special shipping needs, feel free to reach out.   We’re expanding gently, and warmly welcome your curiosity.