Returns & Refunds Policy

Our Returns Policy

We want you to be completely satisfied with your purchase from UK My Scents Ltd. If you are not happy with your order, please read the information below regarding returns, refunds and damaged goods.

Your Right to Cancel

If you have changed your mind about your purchase, you may return eligible items within 14 days of receiving your order for a refund.

To be eligible for a return:

• Items must be unused and in their original condition.
• Items must be returned in their original packaging where possible.
• You must notify us within 14 days of receiving your order that you wish to return the item.
• Returned items must then be sent back within 14 days of notifying us.

Unless an item is faulty, damaged, or incorrectly supplied, the customer is responsible for return postage costs.

Non-Returnable Items

For hygiene, health protection and product integrity reasons, we cannot accept returns of:

• Any fragrance, perfume, body, cosmetic, or personal care product that has been opened, used, tested, or unsealed.
• Wax melts that have been used.
• Bath bombs that have been used or exposed to moisture.
• Any product returned in a condition that prevents it from being resold.

Where a hygiene seal, shrink wrap, or protective packaging has been removed, the item is no longer eligible for return unless it is faulty.

Bath Bombs

Bath bombs are naturally fragile products and may occasionally develop minor cosmetic imperfections during transit.

Minor crumbling, powder residue, small chips, dents, or surface imperfections do not affect the performance of the product and will not be considered a fault.

If bath bombs arrive substantially damaged or unusable, please report this within 24 hours of delivery in accordance with our Damaged, Faulty or Incorrect Items procedure below.

Damaged, Faulty or Incorrect Items

Please inspect your order immediately upon delivery.

If your order arrives damaged, faulty, or you receive an incorrect item, you must contact us within 24 hours of receipt using the Shopify Inbox chat facility available on our website.

When reporting an issue, please provide:

• Your order number.
• A description of the problem.
• Clear photographs of the product.
• Clear photographs of the outer packaging and any internal packaging.
• Photographs showing any damage sustained.

Please do not dispose of the product or packaging until your claim has been reviewed and resolved. We may require additional photographs or information to assist with our investigation and to support any claim made with the delivery carrier.

Claims reported after 24 hours of delivery may not be accepted.

Where a fault, damage, or fulfilment error is confirmed, we will offer an appropriate remedy, which may include a replacement, refund, or store credit.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed back to the original payment method used for the purchase. Please allow up to 10 working days for your payment provider to complete the transaction after the refund has been issued.

Items Not Received

If your order has not arrived within the expected delivery timeframe, please contact us as soon as possible so that we can investigate with the delivery carrier.

Contact Us

For all returns, damage reports, refund enquiries, and order issues, please contact us via the Shopify Inbox chat facility on our website.

Refused Deliveries and Uncollected Parcels

If an order is refused at delivery or returned to us because it was not collected from the carrier, a refund may be issued once the parcel has been returned to us. Any original shipping costs and return-to-sender charges incurred may be deducted from the refund where permitted by law.