Returns – right of withdrawal
We understand that sometimes you will need to return items to us and we have made this easy, fast and simple. You can cancel an order:
- If what you have bought is faulty or you have not been sent what you ordered.
- If you are a consumer and wish to return the items because you have changed your mind, you must let us know within the cooling-off period. This ends 14 days after the day you receive the items.
How to Return (This applies to consumers only)
We will exchange or refund all items which:
- Are returned to us within 14 days of receipt.
- Are returned to us in perfect condition, with original packaging.
Your statutory rights are not affected.
To return an order:
- Email us to let us know at email@example.com and provide your order reference.
- Print off and complete the online returns form and send it to the address on the form enclosing the items you are returning.
Please ensure that you wrap the items securely, taking care not to damage the packaging. The address on the form is:
The Scent Scene Company Ltd
Unit 3, Arden Business Park,
Medway City Estate,
Rochester, ME2 4LY, UK.
We reserve the right to deduct an amount from your refund, or ask you to pay us an amount, if you have handled the items inappropriately or used them.
You will be responsible for the cost of returning the items to us, unless it is in the unlikely event that the items are faulty or not what you ordered, in which case please contact us at: firstname.lastname@example.org
We will then advise on how to proceed with the return.
If you have any queries about returning your item(s), please feel free to email at email@example.com.
Refunds (This applies to consumers only)
We will arrange to refund items that are returned according to our returns process set out above. We will refund the cost of the items and the standard cost of delivering them to you if the whole order is returned. Please note this means that we will not refund the cost of enhanced delivery to you, only the portion which is the same as our standard delivery charge. We are not obliged to refund delivery charges if you have kept some of the items from the order.
Refunds will be issued to the original payment card used to place the order.
Faulty Items (This applies to businesses and consumers)
Where any defects in items which under proper use appear within a reasonable period after delivery and which are due to faulty materials, workmanship or design, or where you have been sent an incorrect item, we will either replace the items or issue a refund.
Please contact us using the methods described above, to discuss returning the items and obtaining a refund or replacement.
We reserve the right to inspect any items returned under this section prior to issuing a replacement or refund for those items.
Cancellations (This applies to consumers only)
If you change your mind and decide not to go ahead with your order, and your order has not yet been dispatched, please let us know as soon as possible that you wish to cancel by emailing us at firstname.lastname@example.org and providing your order reference. If your order has already been dispatched, please wait until you receive your order and then follow our returns procedure.