Refund policy

Returns and cancellations

We hope you will be happy with your ME by Heni order. If you change your mind about an online purchase, you may cancel it by contacting us within 14 days of receiving your order. You do not need to provide a reason.

To request a return, please use our Contact page and include your name, order number and the email address used for the order. We will provide the return instructions and return address.

After notifying us, you must return the products within a further 14 days. Unless the product is faulty, damaged or incorrect, you are responsible for the return postage cost. We recommend obtaining proof of postage.

Please do not use the soap and return it in its original packaging where possible. You may inspect the product as you would in a shop. If handling beyond what is reasonably necessary reduces its value, we may make an appropriate deduction from the refund.

Refunds

We will issue your refund within 14 days of receiving the returned products or receiving evidence that they have been sent back, whichever happens first.

The refund will include the price paid and the cost of our least expensive standard delivery option. Any additional amount paid for an upgraded or express delivery service will not be refunded.

Refunds will be made to the original payment method.

Faulty, damaged or incorrect products

If your order arrives faulty, damaged, incorrectly supplied or not as described, please contact us as soon as possible. Include your order number and photographs if available.

We will arrange an appropriate refund, replacement or other remedy and cover reasonable return costs where required. Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.

Cancelling before dispatch

If you want to cancel an order before it has been dispatched, please contact us as soon as possible. If the order has already been dispatched, the standard return process above will apply.

Contact

Please submit return and refund requests through the Contact page on the ME by Heni website.