RETURN & REFUND POLICY

Last updated: 13 August 2026

We want customers to be satisfied with purchases from Fragrance Stockroom. This policy explains our returns, cancellations, damaged-item and refund procedures.

Nothing in this policy limits any statutory consumer rights that cannot legally be excluded.

1. Change-of-Mind Returns

For online purchases, please notify us within 14 days of receiving your order if you wish to cancel your purchase.

Once you notify us of cancellation, you should return the applicable goods within a further 14 days. This reflects the statutory framework applying to UK distance purchases.

To start a return, contact:

order@fragrancestockroom.co.uk

Please include your order number and the item you wish to return.

Do not send an item back until you have received our return instructions, as this helps ensure the return reaches the correct location and can be identified.

2. Condition of Change-of-Mind Returns

Please return goods in the condition in which you received them wherever reasonably possible, including the original retail packaging.

You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

Where handling goes beyond what would reasonably be permitted in a retail shop and causes the value of the product to decrease, we may be entitled to make an appropriate deduction from the refund where permitted by law.

Because fragrance products can lose substantial resale value once used, sprayed, damaged or materially altered, please avoid spraying or extensively using a fragrance if you intend to return it because you have changed your mind.

Certain sealed goods may be exempt from statutory cancellation rights after being unsealed where the applicable legal requirements for health protection or hygiene goods are satisfied. The UK Regulations contain a specific exception for qualifying sealed goods unsuitable for return for health-protection or hygiene reasons once unsealed.

We will apply any such exception only where legally applicable.

3. Damaged, Defective or Incorrect Items

If you receive a product that is:

• damaged in transit;
• leaking or broken;
• defective;
• materially not as described; or
• different from the item you ordered,

please contact order@fragrancestockroom.co.uk as soon as possible.

For visible transit damage, we ask you to notify us preferably within 48 hours of delivery and provide:

1. a photograph of the outer shipping box and shipping label;
2. a photograph clearly showing the damaged or incorrect product; and
3. where relevant, a photograph of the bottle, seal, cap or damaged area.

Please also provide your order number.

The 48-hour period allows us to investigate carrier damage quickly. It is not a contractual deadline that removes your statutory rights if you contact us later.

UK law provides separate remedies for faulty goods, including a short-term right to reject qualifying faulty goods within 30 days.

4. EU 14-Day Withdrawal Right

Where we sell and deliver goods to an EU consumer and applicable EU distance-selling rules apply, you will generally have 14 days from receiving the goods to exercise your right of withdrawal without giving a reason.

This right is separate from a claim for faulty, damaged or incorrect goods.

Mandatory exceptions or limitations under applicable EU or national consumer law may still apply to particular goods.

Nothing in this policy removes any mandatory consumer rights provided by the law applicable to you.

5. Items That May Not Qualify for a Change-of-Mind Return

Subject always to applicable statutory rights, we may be unable to accept certain change-of-mind returns involving:

• personalised or custom-made products;
• gift cards where legally non-refundable;
• goods that have been materially used, damaged or altered after delivery;
• sealed products where a statutory exception applies after the seal has been broken;
• other goods excluded from cancellation rights under applicable law.

Sale or discounted products are not excluded from statutory rights merely because they were sold at a reduced price.

If a sale item is faulty or you otherwise have a statutory right to return it, those rights still apply.

6. Faulty Products Are Different From Change-of-Mind Returns

Restrictions that may apply to change-of-mind returns do not remove your rights where a product is faulty, damaged, incorrectly supplied or materially not as described.

For example, opening packaging where reasonably necessary to discover a defect does not automatically prevent you from making a valid statutory claim.

7. Return Shipping Costs

For a standard change-of-mind return, you will normally be responsible for the direct cost of returning the product unless we agree otherwise or applicable law requires us to pay it.

Where we have supplied a faulty, damaged or incorrect product, we will provide an appropriate return solution or reimburse reasonable return costs where required.

Please retain proof of postage when returning goods.

8. Responsibility for Returned Goods

Please package returned fragrance products securely.

Fragrances may be subject to carrier restrictions because they can contain alcohol or other flammable ingredients. Please follow the return instructions we provide and use an appropriate permitted delivery method.

We are not responsible for goods lost during an independently arranged return where responsibility legally remains with the customer, so we recommend obtaining proof of postage and appropriate tracking.

9. Refunds

Once returned goods have been received, or you provide acceptable evidence of return where applicable, we will inspect the return and process the refund as required by law.

For qualifying statutory cancellations, refunds will be made without undue delay and within the applicable legal timeframe.

UK rules generally allow a trader to withhold reimbursement for returned goods until the goods are received back or the consumer supplies evidence of having sent them back.

Refunds will normally be made to the original payment method.

Your bank or payment provider may require additional processing time after we issue the refund.

10. Original Delivery Charges

Where you validly cancel the entire order under statutory distance-selling cancellation rights, we will refund the standard outbound delivery charge where required by law.

If you selected a more expensive premium or expedited delivery option, we may only be required to refund the cost equivalent to our least expensive standard delivery method.

11. Partial Returns

If you return only part of a multi-item order, treatment of the original delivery charge will depend on the circumstances and applicable law.

12. Exchanges

We do not currently process direct exchanges.

If you wish to purchase a different product, please return the original qualifying item for a refund and place a new order separately.

13. Refused or Uncollected Deliveries

If an order is returned to us because delivery was refused, the address provided was incorrect, or the parcel was not collected, we will contact you regarding the available options.

Any deductions or re-delivery charges will be made only where legally permitted and appropriate in the circumstances.

14. Contact Us About a Return

Email: order@fragrancestockroom.co.uk
Telephone: 0208 194 1662

Please include your order number in all return enquiries.