Refund policy

Returns, Refunds & Cancellations Policy

Last updated: 24 October 2026

At Fragrance Decanters, we take care to prepare and package every order to a high standard. Due to the nature of fragrance products and the importance of hygiene, product integrity and customer safety, we operate a strict returns policy.

Please read this policy carefully before placing your order. Nothing in this policy affects your statutory consumer rights under UK law.

1. Change-of-Mind Returns

If you change your mind about a purchase, please contact us before returning any items.

For voluntary change-of-mind returns, products must generally be:

Unused and unopened.
In their original sealed condition, with any hygiene seals intact.
Returned with their original packaging and any included components.
In a condition that allows us to verify that they have not been used, tampered with or altered.

Fragrance decants that have been opened, sprayed, used or tampered with are not eligible for voluntary change-of-mind returns where the law permits us to exclude them on hygiene or other applicable grounds.

Once opened or used, fragrance products may no longer be suitable for resale. We therefore do not accept them as ordinary change-of-mind returns where an applicable legal exception applies.

For online orders, statutory cancellation rights may apply. An exception may apply to sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed. Whether this exception applies depends on the product and circumstances.

Where a statutory cancellation right applies, you must notify us within the legally applicable cancellation period and return the goods within the required timeframe. We will not refuse a valid statutory cancellation solely because it falls outside a shorter voluntary returns window.

2. Fragrance Decants and Full Bottles

Please choose your fragrance and size carefully before purchasing.

Decants: We recommend starting with a smaller size if you have not previously tried a fragrance. We cannot offer a voluntary refund simply because you dislike the scent, find that it smells different on your skin or decide that you would prefer another fragrance.

Full bottles: Any change-of-mind return must meet the applicable conditions above, including requirements relating to seals, packaging and product condition.

Nothing in this section removes your legal rights if an item is faulty, damaged, incorrect or not as described.

3. Faulty, Damaged or Incorrect Orders

If your order arrives damaged, faulty or different from what you ordered, please contact us as soon as reasonably possible at:

support@fragrancedecanters.co.uk

Please include:

Your order number.
A description of the issue.
Clear photographs of the product, packaging and any visible damage, where applicable.

Photographs help us investigate the issue and resolve it efficiently. We may request additional information where reasonably necessary.

Please report problems promptly after discovering them so we can investigate and, where appropriate, raise a delivery claim. Any reporting timeframe we request does not remove your statutory rights.

Depending on the circumstances and applicable law, we will arrange an appropriate remedy, which may include a refund, replacement or another legally required solution.

Faulty, damaged or incorrect goods are not excluded from your legal rights simply because they have been opened or inspected.

4. Fragrance Authenticity and Scent Differences

We take the authenticity of our fragrances seriously and aim to ensure that products are accurately represented.

Fragrance perception can vary between individuals and may be influenced by skin chemistry, storage, temperature, batch variation and individual sensitivity to particular notes.

A difference in personal preference or scent perception does not, by itself, establish that a product is faulty or not as described.

If you have a genuine concern about authenticity, product condition or whether the item supplied matches your order, please contact us with your order number and details so we can investigate.

5. Order Cancellations

If you wish to cancel an order, contact support@fragrancedecanters.co.uk as soon as possible and include your order number.

We will try to accommodate cancellation requests received before the order has been processed or dispatched. However, cancellation cannot be guaranteed once fulfilment has begun.

If an order has already been dispatched, the applicable cancellation and returns rules will apply. This does not affect any statutory cancellation rights you may have.

Where a cancellation is accepted before dispatch, we will refund payments due in accordance with applicable law. We will not apply a cancellation or payment-processing fee where the law prohibits it.

6. Delivery Problems and Missing Orders

If your order has not arrived within the expected delivery timeframe, please contact support@fragrancedecanters.co.uk with your order number.

We will review the tracking information and, where appropriate, investigate the matter with the delivery provider.

If tracking shows that a parcel has been delivered but you have not received it, please let us know promptly so we can investigate. We may request relevant details to assist the investigation.

A tracking status marked as delivered does not automatically remove your legal rights where an order has not actually been delivered to you or to a person you authorised to receive it.

We will assess delivery issues fairly and in accordance with applicable law.

7. Incorrect Delivery Address

Customers are responsible for checking that their delivery details are accurate before completing an order.

If you notice an error, contact us as soon as possible. We will try to amend the address if the order has not yet been dispatched, although changes cannot be guaranteed.

If an order is returned to us because of an incorrect or incomplete address, we will contact you to discuss the available options. Any additional delivery charge for resending an order will be communicated before we proceed and applied fairly and in accordance with applicable law.

Nothing in this section excludes our responsibilities where the problem is caused by an error on our part or where consumer law requires a different outcome.

8. How to Request a Return

To request a return or report a problem with an order:

Email support@fragrancedecanters.co.uk.
Include your order number and explain the reason for your request.
Wait for our response and return instructions before sending any goods back.
If a return is authorised, package the item securely and follow the instructions provided.

Please do not send fragrance products back without first contacting us. Fragrance may be subject to specific postal and transport restrictions, so you must use a return method permitted for the item.

We recommend obtaining proof of postage and using a suitable tracked service where available.

For voluntary change-of-mind returns, the customer is responsible for return postage where permitted by law and where this responsibility has been communicated before purchase. If an item is faulty, incorrect or otherwise qualifies for a remedy for which we are responsible, we will meet any return-cost obligations imposed by law.

9. Refund Processing

Where a refund is approved or legally due, it will normally be made to the original payment method unless another arrangement is agreed or permitted by law.

For statutory cancellations, refunds will be processed within the applicable legal timeframe. This may depend on when returned goods are received or when you provide evidence that they have been sent back, as permitted by law.

For other agreed refunds, we will explain the expected processing timeframe.

Your bank or payment provider may take additional time to display the funds in your account.

10. Our Legal Obligations

This policy is intended to explain our returns procedures clearly and fairly. It does not limit any rights you may have under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable consumer protection legislation.

Where the law provides a right to cancel, reject, return or obtain a refund, that right takes precedence over any conflicting provision in this policy.