Refund & Returns Policy

At Esme Scents, we want you to be happy with your purchase. If you experience a problem with your order, we are here to help.

This Refund & Returns Policy explains how to request a return or refund and should be read alongside your rights under applicable UK consumer law.

1. Your Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer law.

Depending on the circumstances, you may have the right to cancel your order, return an item, request a repair or replacement, or receive a refund where a product is faulty, damaged, incorrect, or not as described.

2. Changing Your Mind – Online Orders

For most products purchased online, UK consumer law generally gives you the right to cancel your order within 14 days of receiving the goods, without having to provide a reason.

After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.

Products should be returned in suitable condition and, where reasonably possible, with their original packaging.

Please note that certain products may be excluded from cancellation rights where permitted by law, including certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

3. Damaged, Faulty, or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

If you receive an item that is:

• Damaged
• Faulty
• Incorrect
• Missing
• Significantly different from its description

please contact us as soon as possible.

For damaged or incorrect items, we recommend contacting us within 72 hours of delivery so that we can investigate the issue quickly.

Please provide:

• Your order number
• The name of the product
• A description of the problem
• Clear photographs of the product and packaging where applicable

Providing photographs can help us resolve your issue more quickly.

4. Returning a Product

If your return is approved, we will provide you with the appropriate return instructions.

Products should be returned securely packaged to help prevent damage during transit.

Where a product is being returned because it is faulty, damaged, incorrect, or not as described, we will deal with the return in accordance with your statutory rights.

For a change-of-mind return, you may be responsible for the direct cost of returning the goods, where permitted by law.

5. Condition of Returned Products

When returning an item because you have changed your mind, you may handle the goods only to the extent necessary to establish their nature, characteristics, and functionality.

We may be entitled to make a deduction from your refund if the value of the goods has been reduced by handling beyond what would reasonably be allowed in a shop.

Certain products, particularly sealed fragrance, cosmetic, personal-care, or hygiene products, may not be eligible for return once the seal has been broken where the law permits this exclusion.

6. Refunds

Once your return has been received and assessed, we will confirm the outcome of your request.

Where a refund is due, it will normally be made using the same payment method used for the original purchase, unless another method has been agreed.

For eligible cancellations, refunds will generally include the standard delivery charge paid for the original order. Any additional cost resulting from choosing a more expensive delivery option may not be refundable where permitted by law.

Refund processing times may vary depending on your payment provider or bank.

7. Sale & Promotional Items

Products purchased during a sale or promotional event are still covered by your applicable statutory consumer rights.

A reduced price does not remove your rights where a product is faulty, damaged, incorrect, or not as described.

Additional promotional terms may apply to specific offers.

8. Exchanges

Where appropriate, we may offer an exchange for an alternative product.

If you would prefer a refund instead, your statutory rights will continue to apply where relevant.

Please contact our customer service team before sending an item back for an exchange.

9. Items That Cannot Be Returned

Certain products may not be eligible for return where permitted by applicable law.

This can include sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been broken.

This may apply to certain perfumes, personal-care products, cosmetics, or other sealed items.

This does not affect your rights where the product is faulty, damaged, incorrect, or not as described.

10. Returns Outside the Applicable Period

If you contact us after the applicable cancellation or return period has expired, we may not be able to accept the return unless the product is covered by another legal right, such as rights relating to faulty or defective goods.

We will always consider your circumstances and applicable consumer protection laws before making a decision.

11. Contact Us

If you have any questions about a return, refund, damaged product, or order, please contact our customer service team:

Esme Scents
📧 info@esmesalesltd.co.uk

When contacting us, please include your order number and a brief description of your request.

We aim to handle all return and refund enquiries fairly, efficiently, and professionally.

Our Commitment

At Esme Scents, we are committed to providing authentic, high-quality products and a reliable shopping experience.

We value our customers and will always aim to resolve any order or product issue as quickly and fairly as possible, while respecting your rights under applicable UK consumer law.