Refund policy

Returns & Exchanges

We're here for you

Look, we get it. Sometimes things don't work out the way you hoped, and that's completely okay! Maybe the scent wasn't quite your vibe, or you accidentally ordered two of the same thing (been there lol), or you just changed your mind. Whatever the reason, we want you to feel good about your experience with us—even if that means returning something.

Here's everything you need to know about our returns process, laid out as clearly and kindly as we can.

The basics

We happily accept returns on full-priced items within 14 days of receiving your order.

Here's what we need:

Items must be unopened and in their original condition
Natural skincare and beauty products can't be returned if they've been used (hygiene reasons—we have to protect everyone's wellbeing here!)
Unless something is actually faulty, of course. Then we absolutely want to make it right.

A few important notes:

Items purchased during sale promotions aren't eligible for return
Products must have been purchased directly from inessem.com
If you bought from one of our wholesale partners or retailers, you'll need to contact them directly for their return policy

Before you return

Please reach out to us first at hello@inessem.com

Honestly, we'd love to chat with you before you send anything back! Sometimes we can help troubleshoot (like if you're not sure how to use a product), suggest a different product that might be a better fit, or just talk through what's going on. We're real humans over here who genuinely care about finding you the right solution. Plus, it helps us learn and improve!

That said, if you've already made up your mind, no pressure at all. We'll guide you through the return process and make it as smooth as possible.

How to return something

Email us at hello@inessem.com within 14 days of receiving your order
Let us know what you'd like to return and why (just a sentence or two is fine!)
We'll send you return instructions and our return address
Pack up your unopened items securely in their original condition
Send them back to us (you'll be responsible for return shipping costs)
Once we receive your return, we'll process your refund in the same form you originally paid

We'll get your refund sorted as quickly as possible—usually within a few business days of receiving your items back.

Faulty or incorrect items

Something arrived damaged or wrong? We're so sorry!

We quality-check everything before it leaves our hands, but we're human and sometimes things slip through or get damaged in transit. If you've received something faulty or incorrect, please contact us at hello@inessem.com ASAP with:

Your order number
A brief description of what's wrong
A photo if possible (helps us understand what happened!)

We'll make it right, whether that's sending you a replacement or processing a full refund. This is on us, not you.

Why these policies exist

We know return policies can feel a bit restrictive sometimes, so we want to be transparent about why ours is the way it is.

The hygiene thing: Once a natural skincare or beauty product has been opened and used, we can't resell it or guarantee its integrity. The purity and potency of our botanical ingredients matter deeply to us, and we need to protect that for everyone.

The small batch reality: We're a small business making products in small batches with real care and intention. Every product represents actual ingredients, actual time, and actual love from our team. We're not a massive corporation with endless inventory—we're people doing our best to create something meaningful and sustainable.

The environmental impact: We're trying to build a business that honours the earth, and that means being mindful about waste and returns. We'd rather help you find the right product upfront than have things bouncing back and forth unnecessarily.

We genuinely want you to love what you order from us. These products are made with so much care—from the farmers growing the lavender and eucalyptus, to our team blending and bottling each batch, to the moment it arrives at your door. There's a whole ecosystem of effort and love in every bottle.

So if you're unsure about something, please just ask us first! We can answer questions about scent profiles, usage, ingredients, whatever you need. We can also send you detailed descriptions or help you choose between products. We're here to help you find your perfect match, not just to sell you something.

And if you do need to return something? No judgment, no guilt. We just want to make the process as easy and kind as possible for everyone involved.