RETURNS & REFUNDS Date of Last Update: 22nd February 2023
We hope that you are delighted with your order, but if for some reason you are not we have set out below a summary of your rights in the event that you wish to return a product.
Please note that if you made your purchase through a partnered retail location, such as a shop or department store, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should NOT be returned directly to us. Similarly, if you purchased products on the English Scent website, from our Stall at a Market or at our Homestore, you must return them in accordance with the procedure outlined here.
Please note we do not accept returns of any gift cards or customised items or products that show an unreasonable amount of use.
RETURN TO STORE
To return your market or store purchase or online order to our Homestore you will need to provide proof of purchase and funds must will be credited to the same payment method that was originally used. Products ordered with a valid receipt can be returned or exchanged up to 30 days following their purchase date.
RETURNS BY POST
FIRSTLY- Completing the necessary documentation
In order to return your online order to us, please copy your packing slip and refer to the items you wish to return. Alternatively, should you not have access to a printer, please include the original packing slip, noting the items you are returning. Please enclose the copy or original packing slip with your parcel and return to:
11 Hayes Close
Products excluded from this are:
• Gift cards
• Personalised goods
This does not affect your statutory rights.
SECONDLY - Returning the product
Please note that a full refund will not be provided for returned goods that show signs of unreasonable use. Goods must be returned to us at English Scent within 30 days of delivery to you or of you notifying us of cancellation.
When you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit. Please ensure that the returned parcel is properly sealed and contains the copied or original packing slip.
Unless the goods are faulty, you will be required to arrange and pay for the cost of returning them to us.
Customers wishing to return fragrance items should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.
THIRDLY - Processing the refund
Please allow minimum 14 working days from the date your order is returned to us for your refund to be processed.
The refund will be processed to the original payment method used to place the order.
If you have any questions about returns, please call our Care Team on 0750 772 1049
YOUR CANCELLATION RIGHTS
In accordance with the Consumer Contracts Regulations 2013, you may cancel your order and obtain a refund within 28 working days from delivery. Products can be returned for a refund up to 30 days following their purchase date.
Once your order is confirmed, if you wish to cancel your order we advise you will need to contact us via
PHONE on 0750 772 1049
or TEXT on 0750 772 1049
Please ensure you have your purchase order number ready when contacting us. Please note, that for orders placed using Standard Delivery, you will need to contact us with your cancellation request within 3 hours of having placed your order. For any orders placed on expedited shipping services, please contact us immediately to avoid disappointment as processing times will vary from Standard Delivery.
NOTE: As processing times can vary, we advise that we cannot guarantee your order will be cancelled when requested. If this is the case, please see information above on how to return your order to obtain a full refund.
If you require a refund we will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within 14 days after the day on which we receive the products back from you or, if earlier, the day on which you provide us with evidence that you have sent the products back to us, or notify us of cancellation. To qualify for the Standard delivery charge refund you will have contacted us to cancel within 12 hours of purchase time.
REFUNDS WILL ONLY BE MADE AGAINST THE ORIGINAL CREDIT/DEBIT CARD USED
We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
Your right to return goods does not apply to goods (i) made to your specification or (ii) which have been clearly personalised (eg by being engraved) or (iii) which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or (iv) where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
YOUR RIGHTS IF THERE IS A PROBLEM WITH A PRODUCT
In addition to the rights described above (and in accordance with your rights under the Consumer Rights Act 2015), if the goods you receive are damaged or faulty, or not what you originally ordered we will be happy to offer you a refund.
Please notify us as soon as possible by calling PHONE on 0750 772 1049 or TEXT on 0750 772 1049
Please provide the order number and ensure that you keep the box, packing materials including packing note and all items received for inspection via zoom or photographs.