Returns & Refunds
We Want You to Love Every Order
At Elements of Fragrance, we're proud of every product we make. But we understand that sometimes things don't work out — and when that happens, we want to make the process as straightforward as possible.
This policy sets out your rights and our process for returns, refunds, and exchanges.
Your Statutory Rights
As a UK consumer, you are protected by the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy affects those rights.
Under the Consumer Contracts Regulations, you have the right to cancel your online order and return products within 14 days of receiving them, for any reason.
Under the Consumer Rights Act, if a product is faulty, not as described, or not fit for purpose, you have the right to:
- A full refund within 30 days of purchase
- A repair or replacement within 6 months of purchase
What Can Be Returned
| Item | Returnable? | Condition Required |
|---|---|---|
| Unopened, unused fragrance products | ✅ Yes | Sealed, in original packaging |
| Opened fragrance products (change of mind) | ❌ No | Hygiene reasons — cannot be resold |
| Faulty or damaged products | ✅ Yes | Report within 30 days of receipt |
| Incorrect items received | ✅ Yes | Contact us within 14 days |
| Gift sets (unopened) | ✅ Yes | Sealed, in original packaging |
Please note: For hygiene reasons, we are unable to accept returns on opened fragrance products unless they arrive faulty or damaged. We recommend checking product descriptions carefully before ordering, and using our Fragrance Buying Guide to find your perfect scent.
How to Return an Item
Step 1 — Contact us first Before sending anything back, please email us at [hello@elementsoffragrance.shop] with:
- Your order number
- The item(s) you wish to return
- The reason for your return
We'll respond within 2 working days with return instructions.
Step 2 — Send your return Pack the item securely in its original packaging where possible and send it to the address we provide. We recommend using a tracked postage service, as we cannot be responsible for items lost in transit back to us.
Step 3 — Refund processed Once we receive and inspect your return, we will process your refund within 5 working days. Refunds are issued to your original payment method.
Return Postage Costs
- Change of mind returns — return postage is the customer's responsibility
- Faulty, damaged, or incorrect items — we will cover the cost of return postage and send a prepaid label
Refunds
- Refunds are processed within 5 working days of receiving your return
- Refunds are made to the original payment method used at checkout
- Please allow up to 10 working days for the refund to appear in your account, depending on your bank or payment provider
- Original delivery charges are only refunded if the entire order is returned and the return is due to our error or a faulty product
Damaged or Faulty Items
If your order arrives damaged or the product is faulty, please contact us within 30 days of receipt at [hello@elementsoffragrance.shop] with:
- Your order number
- A description of the issue
- A photo of the damage or fault
We will arrange a replacement or full refund — whichever you prefer — at no cost to you.
Exchanges
We don't currently operate a formal exchange programme, but if you'd like a different fragrance we're happy to help. Contact us and we'll do our best to find a solution that works for you.
Cancellations
If you wish to cancel an order before it has been dispatched, please contact us immediately at [hello@elementsoffragrance.shop]. We process orders quickly, but if we can catch it before dispatch we'll cancel and refund your order in full.
If your order has already been dispatched, you'll need to follow the returns process above once it arrives.
Contact Us
If you have any questions about a return or refund, please don't hesitate to get in touch. We're a small, family-run team and we take every order personally.
Email: [hello@elementsoffragrance.shop] Response time: Within 2 working days
Elements of Fragrance Shop — Handcrafted in Glossop, Peak District, UK. Your statutory rights are not affected by this policy.