Returns and refunds

Last updated 26 October 2026

Your 14-day right to cancel (Consumer Contracts Regulations)

If you live in the UK you have the right to cancel your order for any reason within 14 days of the day you (or someone you name) receive the goods, without giving a reason. To cancel, tell us clearly before the 14 days end, for example by email to hello@whoosa.com. You can use the model form below, but you do not have to.

You must send the goods back to PO Box 333, Freshwater NSW 2096, Australia without undue delay and no later than 14 days after telling us you are cancelling. You pay the direct cost of returning the goods. We will refund what you paid, including the cost of standard delivery (if you chose a more expensive delivery option, we refund only the standard rate), within 14 days of receiving the goods back or proof you sent them, whichever is sooner, using your original payment method. We may reduce the refund for any loss in value caused by handling the goods more than was needed to check them.

Hygiene exception: the right to cancel does not apply to sealed goods that are not suitable for return for hygiene reasons once unsealed after delivery. This covers our body spray, body butter and bath soak once the seal or packaging seal has been broken. If an item is unsealed, you cannot cancel for it, but your rights for faulty items below still apply.

Model cancellation form

To Christopher Mayo trading as Whoosa (sole trader), PO Box 333, Freshwater NSW 2096, Australia, hello@whoosa.com: I hereby give notice that I cancel my contract of sale of the following goods: [items], ordered on [date] / received on [date]. Name: [ ]. Address: [ ]. Signature (if on paper): [ ]. Date: [ ].

Faulty, damaged or wrong items (Consumer Rights Act 2015)

Goods must be as described, fit for purpose and of satisfactory quality. If they are not, you can reject them for a full refund within 30 days of delivery, or ask for a repair or replacement after that, and in some cases a refund or price reduction later. Email hello@whoosa.com with your order number and photos; we pay the return costs for faulty items. These rights are not affected by this policy or the hygiene exception.

Our extra 30-day returns

After the 14-day cancellation period, we also accept unopened, sealed items within 30 days of delivery on the same terms (you pay return shipping, original shipping not refunded).

Refund method and timing

Refunds go back to your original payment method through Stripe. We process the refund within 5 business days of receiving and checking the returned item (or, for faulty items where no return is needed, of approving the claim). Your bank or card issuer may take a further 5 to 10 business days to show it. We email you when the refund is issued. We cannot refund to a different card or as cash.

Exchanges

We do not do direct swaps. Return the item as above and place a new order.