Refund policy

Scent Outlet Returns Policy
Last updated: July 2025

💬 Need to return something? We’ve got you.
We’re not a faceless warehouse or some automated chatbot loop — we’re real people, running a better kind of fragrance outlet. That means giving families access to premium scents for less, while saving perfectly good perfume from going to landfill.
If something’s not quite right with your order, or you’ve changed your mind, here’s everything you need to know — simply explained.

📦 1. Something missing or damaged? Let us know within 72 hours
If your parcel arrives with something missing, damaged, or incorrect:
Hold on to all packaging and the delivery box
Snap a few photos if anything’s damaged
Email us at customerservice@scent-outlet.com within 72 hours of delivery
We’ll put it right quickly — whether that’s a refund, a resend, or a replacement.

♻️ 2. Why we don’t accept returns just for packaging issues
We sell what we call perfectly imperfect stock — fragrances that are brand new and authentic, but may come with a few cosmetic quirks. That’s how we keep our prices amazing, while doing our bit for the planet.
Some examples:
🛍 Store Return – unopened, customer returned
📦 Box Damaged – dented, scratched or torn outer box
🏷 Security Tagged / Displayed – may show price stickers or shelf wear
🔤 Misprinted Packaging – label or box text errors
📪 Unboxed – fragrance bottle only, no retail box
✍️ Engraving Error – incorrect or personalised engraving
We clearly describe these when you buy — so unless there’s a fault with the fragrance itself, we don’t accept returns for packaging condition alone.

🔄 3. Changed your mind? We’ll try to help.
If you’ve had a rethink, no problem. You may return unopened items at our discretion, just check you meet the following:

✅ Item is unopened and unused
✅ Still in original packaging
✅ You're within 14 days of receiving it
✅ You’ve requested an RMA (returns) number first

📧 Just email customerservice@scent-outlet.com and we’ll talk you through it. If approved, we’ll send you the RMA and return instructions.

📦 You’ll need to cover the return postage and ensure it arrives in original condition. We recommend tracked delivery with proof of postage.

💡 Returns for change-of-mind aren’t a legal right, but we do our best to accommodate where we can.

⛔ 4. Items we can’t accept back
Because we sell fragrance (a cosmetic product), we can’t take back items that have been opened, tested, or unsealed — unless there’s a genuine fault.
This includes:
Broken hygiene seals
Removed cellophane wrapping
Used spray mechanisms
This is in line with Consumer Contracts Regulations 2013 (Regulation 28(3)(a)), which excludes opened health and beauty products for hygiene reasons.

🧪 5. Faulty item? We’ll make it right.
If something’s genuinely faulty (leaking, spray not working, fragrance smells off), we want to know and fix it fast.
📧 Email customerservice@scent-outlet.com with:
Your order number
A description of the fault
A photo or short video if you can
Once confirmed, we’ll refund, replace, or repair,  whatever makes the most sense.

📜 6. Your statutory right to cancel
By law, you have a 14-day window to cancel your order under the Consumer Contracts Regulations 2013. That period starts the day after your order is delivered.
If the item is unopened and still sealed:
You’re entitled to a refund of the product and the cheapest delivery method we offered
You’ll need to return the item at your own cost unless it’s faulty
Refunds are processed within 14 days of us receiving the return or your proof of postage
For all returns, you’re responsible for the item until we receive it — including if it gets lost or damaged in the post.

📋 7. Summary of what’s returnable

Scenario	Returnable?	Who pays return postage?
Faulty item	✅ Yes	We do
Wrong item sent	✅ Yes	We do
Missing item	✅ We'll resend or refund	N/A
Unwanted (unopened, sealed)	✅ At our discretion	You do
Opened or tampered item	❌ No	N/A
Box damage (as described)	❌ No	N/A

🙌 Our returns ethos
We’re here to make outlet fragrance a joyful, sustainable, and accessible experience. We’re proud to save quality products from waste, and we’re just as proud to treat customers with kindness, speed, and total transparency.
Need help or not sure where you stand? Drop us a line,  we’re friendly, fair, and on your side.

📧 customerservice@scent-outlet.com