Refund & Returns Policy

At OXALA HEART, we respect your rights under UK and EU consumer law. This policy outlines your legal rights and our returns process.

1. Your Right to Cancel (14-Day Cooling-Off Period)

If you purchase goods online, you have the legal right to cancel your order within 14 days of receiving your items, for any reason.

To exercise your right to cancel:

You must inform us within 14 days of delivery.
You then have a further 14 days to return the item(s).

2. Conditions for Returns

To be eligible for a return:

Items must be unused and in original condition.
Items must be returned with original packaging (where possible).
You may inspect the goods as you would in a shop, but excessive handling may reduce the refund value.

3. Non-Returnable Items (Legal Exceptions)

The right to cancel does not apply to:

Sealed goods that are not suitable for return for health or hygiene reasons once unsealed, including:
Rapé (hapé) and similar plant-based products.
Oils, sprays, and apothecary items.
Custom-made or personalised items.
Perishable goods.
Digital products, once downloaded or accessed.

If these items are unopened and sealed, they may still be returned within 14 days.

4. Refunds

Once we receive your returned item(s), we will:

Inspect the goods.
Process your refund within 14 days.

Refunds will include:

The cost of the item.
Standard delivery cost (if the full order is returned).

We may make deductions if items show signs of use beyond what is necessary.

5. Return Costs

Customers are responsible for return shipping costs unless:

The item is faulty.
The item was incorrect.

We recommend using a tracked service, as we are not responsible for lost returns.

6. Faulty or Incorrect Items

If your item is:

Damaged.
Faulty.
Incorrect.

Please contact us within 30 days of delivery.

You are entitled to:

A replacement.
A full refund.

We will cover return shipping in these cases.

7. How to Return an Item

To initiate a return:

Email: info@oxalaheart.com
Provide your order number and reason for return.
Send items to the return address below.

8. Return Address

OXALA HEART
64 Fondant, 2 Taylor Place
London, E3 2PJ
United Kingdom

(This address is for authorised returns only and is not a public storefront.)

9. Contact

Email: info@oxalaheart.com

Website: www.oxalaheart.co.uk

TERMS AND CONDITIONS

Product Use & Safety Notice

All products sold by OXALA HEART are intended for external, aromatic, or cultural use only.

They are not sold as food, supplements, or medicines.

Not for Human Consumption

Products available on this website are not intended for human consumption.

They must not be ingested, inhaled, or otherwise used internally.

Any use of products is entirely at the customer’s own discretion and responsibility.

No Medical or Therapeutic Claims

Nothing on this website is intended to:

Diagnose, treat, cure, or prevent any disease.
Provide medical or psychological advice.

Any references to traditional, ancestral, or cultural practices are provided for informational and educational purposes only.

Always consult a qualified professional regarding any health concerns.

Personal Responsibility

By purchasing from OXALA HEART, you confirm that:

You are using products at your own risk.
You understand the nature of the products.
You accept full responsibility for their use.

Age Restriction

You must be 18 years or older to purchase from this website.

Cultural & Traditional Context

Our products are inspired by traditional practices from various cultures.

They are offered with respect for their origins, but no specific outcomes or effects are guaranteed.

Limitation of Liability

To the fullest extent permitted by law:

OXALA HEART is not liable for misuse of products.
We are not responsible for any adverse effects resulting from improper or unintended use.

Nothing in this section excludes your statutory rights under UK law.

Privacy Policy (UK & EU GDPR Compliant)

Privacy Policy

At OXALA HEART, we are committed to protecting your personal data and respecting your privacy.

This policy explains how we collect, use, and protect your information in accordance with the UK General Data Protection Regulation (UK GDPR) and the EU General Data Protection Regulation (EU GDPR).

1. Who We Are

OXALA HEART
64 Fondant, 2 Taylor Place
London, E3 2PJ
United Kingdom

Email: info@oxalaheart.com

We are the data controller responsible for your personal data.

2. What Data We Collect

We may collect and process the following data:

a) Information you provide

Name
Billing and shipping address
Email address
Phone number
Order details

b) Automatically collected data

IP address
Browser type and device information
Website usage data (via cookies)

3. How We Use Your Data

We use your data to:

Process and deliver your orders.
Communicate with you about your purchase.
Provide customer support.
Improve our website and services.
Comply with legal obligations.

4. Legal Basis for Processing

We process your data under the following lawful bases:

Contract – to fulfil your order.
Legal obligation – for tax and compliance.
Legitimate interests – to improve services and prevent fraud.
Consent – for marketing communications (where applicable).

5. Marketing Communications

We will only send marketing emails if:

You have given consent.
You have previously purchased and have not opted out.

You can unsubscribe at any time by clicking the link in emails or contacting us.

6. Sharing Your Data

We only share your data with trusted third parties where necessary, including:

Payment providers.
Delivery companies.
Website hosting providers (e.g. WordPress/Hosting services).

All third parties are required to respect your data and comply with GDPR.

7. International Transfers

Some of our service providers may be located outside the UK/EU.

Where this occurs, we ensure appropriate safeguards are in place, such as:

Standard Contractual Clauses (SCCs).

8. Data Retention

We retain your data only as long as necessary:

Order and financial data: up to 6 years (legal requirement).
Marketing data: until you withdraw consent.

9. Your Rights

Under UK/EU data protection law, you have the right to:

Access your personal data.
Correct inaccurate data.
Request deletion (“right to be forgotten”).
Restrict processing.
Object to processing.
Data portability.
Withdraw consent at any time.

To exercise your rights, contact: info@oxalaheart.com

10. Cookies

We use cookies to improve your experience on our website.

Cookies help us:

Understand how users interact with our site.
Improve functionality.

You can control cookies through your browser settings.

11. Data Security

We take appropriate technical and organisational measures to protect your data from:

Loss.
Misuse.
Unauthorised access.

12. Complaints

If you are unhappy with how we handle your data, you can contact us.

You also have the right to lodge a complaint with:

UK:

Information Commissioner’s Office (ICO)
www.ico.org.uk

EU:

Your local data protection authority.

13. Changes to This Policy

We may update this Privacy Policy from time to time.

The latest version will always be available on this page.

14. Contact

OXALA HEART
Email: info@oxalaheart.com
Website: www.oxalaheart.co.uk