We take great care in creating, packaging and delivering every Scentsuals order. If something isn't quite right, this Returns & Refunds Policy explains how to request a return or refund, along with the conditions that apply.

Returns & Refunds Policy

Last updated: July 2026

At Scentsuals, we want you to love what you receive. If something isn't right, we're here to help. This Returns & Refunds Policy explains how to request a return or refund, along with the conditions that apply.

Our Returns Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be:

In the same condition that you received it
Unused and with tags
In its original packaging
Accompanied by a receipt or proof of purchase

To start a return, please contact us at hello@scentsuals.co.uk.

If your return is accepted, we'll send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

Perishable goods (such as flowers, or plants)
Custom products (such as special orders or personalised items)
Personal care goods (such as beauty products)
Hazardous materials, flammable liquids, or gases
Sale items
Gift cards

Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union — 14-Day Cooling Off Period

If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

Your item must be in the same condition that you received it — unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not.

If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at hello@scentsuals.co.uk.