Returns & Refunds

Returns & Refunds

We want you to be completely satisfied with your order. Here’s how our returns process works:

1. Notification

  • Notify us within 30 days of receiving your order if you wish to return an item.
  • If you change your mind or are not satisfied, return unopened products within 30 days for a full refund of the purchase price.
  • Postage charges are non-refundable.

2. Condition of Items

  • Must be returned in original, sealed packaging and in a resalable condition.
  • Damaged or missing items may reduce your refund.
  • Faulty items should be returned clean and unused for safety and review purposes.

3. Faulty or Incorrect Items

  • We cover return shipping if the item is damaged, faulty, or incorrect.
  • Do not dispose of faulty items without written confirmation, as we may require them returned.
  • Items returned more than 3 months after purchase will not be refunded or replaced and will be disposed of.

4. Hygiene Restrictions

  • No refunds or exchanges for grooming, cosmetic, or electrical items if:
    • Seals or tags are removed
    • The item shows signs of use
  • Refunds or exchanges are allowed only for faulty items.

5. Processing

  • Returns are processed within 5 working days of receipt.
  • Your statutory rights are not affected.

Cancellations

  • Orders can be cancelled within 14 days of receipt.
  • To cancel, contact us as soon as possible:
    • Email: info@scentwarehouse.co.uk (subject line: “CANCEL”)
    • Phone: +44 (0)161 877 1222 (office hours)
  • If your order has already shipped, we can provide a pre-paid return label.
  • Refunds will be issued to the original payment method once the returned items are received.

How to Make a Return

  1. Package items securely in their original packaging.
  2. Contact customer service to receive a pre-paid return label via email.
  3. Include a brief note with:
    • Your name
    • Address
    • Order number
    • Reason for the return