Refund policy

Return & Refund Policy

Introduction Each item from Exotic Matter • Niche Creators is crafted with intention and care. We want you to love your purchase. If an item does not meet your expectations, we are here to assist you with transparency and integrity.

Return Window & Eligibility You have 14 days from the date of delivery to request a return for eligible items. To qualify for a return, items must be:
  • Unused, unworn, and unwashed.
  • In their original packaging with all tags attached.
  • Accompanied by proof of purchase (order number).

Non-Returnable Items Due to the nature of our creations, the following items are final sale and cannot be returned or exchanged unless damaged upon arrival or defective:
  • Unique Pieces & Originals: One-of-a-kind objects, textiles, jewellery, and fine art paintings are singular creations. Once sold, they cannot be restocked.
  • Hygiene-Sensitive Items: Perfumes, skincare, and body care products cannot be returned once the seal is broken or packaging is opened.
  • EMNC: The Portfolio: This set includes a printed publication and a Discovery Set of personal care samples. Due to hygiene regulations, it is non-returnable once the outer seal is broken.

EMNC: The Portfolio — Sealed Integrity Protocol Each Portfolio set is closed by hand with an artisanal wax seal, ribbon, and paper wrapping—a tamper-evident closure that can only be opened intentionally.
  • Once the wax seal is broken or wrapping removed, the set is considered opened and is non-returnable.
  • If your set arrives with visible external damage (crushed box, torn paper, or broken wax seal upon delivery):
    1. Do not open the set.
    2. Photograph the packaging and seal before touching or attempting to open.
    3. Contact us at hello@exoticmatterhq.com within 24 hours of delivery. We will assess the evidence and, if transit damage is confirmed, arrange a replacement with care.

How to Start a Return
  1. Email us at hello@exoticmatterhq.com with your order number and reason for return.
  2. If your return is approved, we will provide instructions and a return shipping label (if applicable).
  3. Send your package to:

EMNC (O Sable France LTD)
Enterprise House, Ocean Way
Southampton, SO14 3XB
United Kingdom

Items sent back without first requesting a return will not be accepted.
Return Shipping Costs

    Standard Returns: The cost of return shipping is the responsibility of the customer.
    Defective or Wrong Items: If the return is due to our error (defective, damaged, or incorrect item), we will cover the return shipping costs.

Damages & Issues
Please inspect your order immediately upon reception. If an item is defective, damaged, or incorrect, contact us at hello@exoticmatterhq.com so we can evaluate the issue and make it right. Statutory rights for faulty goods remain unaffected.

Exchanges
The fastest way to ensure you get what you want is to return the original item (if eligible) and place a separate purchase for the new item once the return is processed.
European Union Customers: 14-Day Right of Withdrawal
If you are located in the European Union, you have the right to cancel your order within 14 days of receipt, for any reason. This right does not apply to:

  •     Sealed hygiene-sensitive items (perfumes, skincare, EMNC: The Portfolio) once opened.
  • Bespoke or singular creations (Unique Pieces, Originals).
  • Items that have been used, washed, or altered.

Refund Processing
Once we receive and inspect your return, we will notify you of the approval. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card issuer to post the refund.

Contact Us
For any questions regarding returns or refunds, please contact us at hello@exoticmatterhq.com.