We want you to love your purchase! We offer a 30-day return policy starting from the day your package is delivered. If you need to make a return, we’re happy to process a full refund or exchange in accordance with your statutory rights.
To help us process your return smoothly, please ensure items are returned in proper condition, securely wrapped, and matching the exact specifications recorded prior to dispatch.
1. Brand New Sealed Products & Change of Mind
If you purchase a brand-new sealed item, you have the right to change your mind and return it, provided it is returned unopened, unused, and in its original sealed packaging with all protective wrapping and seals intact. You will need to cover the return postage cost.
The Hygiene Exception: For health and hygiene reasons, once the cellophane seal or protective packaging is broken or unsealed for a change of mind, the item is no longer eligible for return, refund, or exchange.
Note: This does not affect your statutory consumer rights regarding defective or incorrect products.
2. Pre-Loved & Unsealed Products
We do sell pre-loved and unsealed fragrances, we maintain a rigorous pre-dispatch inspection process to protect both our business and our customers:
- Visual Inspection: Photographs are taken of the product and packaging prior to shipment.
- Batch Verification: Batch numbers are recorded in our system.
- Weight Check: Each bottle is precisely weighed and documented before dispatch.
Return Conditions for Unsealed/Pre-Loved Items:
- Returned items must be received in the exact condition, weight, and original packaging in which they were dispatched.
- Batch Code Stickers: Any product returned with batch code stickers showing signs of tampering, damage, removal, or alteration will be automatically rejected for refund or exchange.
3. Our Right Under Distance Selling (Consumer Contracts Regulations)
In accordance with the Consumer Contracts Regulations:
- Unsealed & Pre-Loved Items: We reserve the right to deduct an appropriate amount from your refund if unsealed goods show signs of unreasonable use, heavy handling, or damage beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the items (equivalent to what is permitted in a physical store). Where an unsealed item is returned used or damaged, we may reduce your refund to reflect any diminished value of the goods.
- Sealed Items: Breaking the protective cellophane seal or hygiene packaging on a sealed product exceeds what is permitted for a standard shop inspection under health and hygiene regulations. Therefore, sealed items returned with broken seals due to a change of mind are ineligible for a change-of-mind return, and we reserve the right to refuse the refund or return entirely.
(Note: This does not affect your statutory rights regarding defective, damaged, or incorrect products.)
4. Change of Mind, Scent Preference, & Performance
- Performance & Scent Perception: Performance, longevity, batch scent variations, and personal olfactory preferences do not constitute a product defect.
- Return Postage: If you are returning an unsealed item due to a change of mind, because you feel the fragrance does not smell like a previous bottle, or because you find the scent weak or lacking in longevity/performance, you are responsible for covering the return postage charge.
5. Gift Sets
Gift sets frequently feature presentation packaging that is unsealed.
- Change of Mind: Gift sets may be returned for a change of mind only if all items within the set (including body lotions, aftershave balms, shower gels, and fragrances) remain completely unopened, unused, and in their original pristine condition.
- Hygiene & Use: Because gift sets contain cosmetic and skin-contact products, if any individual item within the set shows signs of being opened, squeezed, pumped, tested, or used, we reserve the right to decline the return or deduct an appropriate amount to reflect diminished value due to hygiene reasons. (This does not apply to defective or damaged gift sets).
6. Damages, Defectives, or Incorrect Items
Please inspect your order immediately upon receipt. If an item is defective (e.g., a broken atomizer, leaking bottle, or genuinely spoiled juice), damaged in transit, or incorrect, please contact us right away so we can make it right.
- To help resolve issues quickly, please attach clear photos or videos of the issue when contacting support.
- If you return an item claiming it is faulty, but our inspection finds it to be fully functional and as described (e.g., claiming a scent is “faulty” purely due to subjective performance/longevity), we reserve the right to deduct any pre-paid or refunded return postage costs from your final refund amount.
7. Refunds Process
Once we receive and inspect your return, we will notify you of its approval or rejection.
- Processing Time: If approved, your refund will be automatically processed to your original payment method within 5–7 business days. Please note that bank processing times vary. PayPal refunds may be instant, though they can occasionally hold funds for a brief period.
- The Product Must Be Returned: A physical return of the item is required to qualify for a refund on physical goods.
8. Customer Duty & Packaging
A smooth and quick return requires your cooperation:
- Safe Transit: You must ensure the returned item is securely and professionally packaged to prevent damage in transit.
- Returns that are received damaged due to poor packaging will be sent back to you at your own cost, and a refund will not be issued.
9. Exchanges
The fastest way to secure a replacement or different item is to return your current item for a refund, and place a separate new order for the desired item once the return is processed.
10. Missing Parcels & Delivery Failures
- Missing Parcels: In the event a parcel goes missing in transit, we will investigate and resolve the issue in accordance with Royal Mail’s official timeframes and claims procedures.
- Failed Collection or Incomplete Address: If a customer provides an incomplete delivery address or fails to collect their item from their local Royal Mail sorting office, causing it to be returned to us, we reserve the right to deduct the actual direct cost of the return postage incurred from the refund. (Note: Transaction/payment gateway fees are never deducted).
11. PayPal Disputes
Once you open a PayPal dispute, all communication must take place directly within that platform. If a return is accepted as part of the resolution process, PayPal will provide you with the necessary return instructions.
12. Contact Details
If you need to return an item, please contact us first quoting your order number and full name:
- Telephone Number: +447950946914
- Email: yourfragranceonline@hotmail.com