Returns Policy
This policy operates in line with our Terms & Conditions and your rights under the Consumer Contracts Regulations 2013.
If something’s not right or you’re unsure about anything, please contact us - we’re always happy to help.
1. Order Cancellations
Once an order has been placed, we begin processing it quickly to ensure fast dispatch. For this reason, we are usually unable to cancel or make changes to an order once it has been confirmed.
However, this does not affect your statutory right to cancel your order within 14 days of receiving your goods, in accordance with UK consumer law. Please see the Returns section below for details.
If you have any questions before ordering, we recommend contacting us first so we can help you choose with confidence.
2. Faulty or Damaged Items
We’re very sorry if your order arrives damaged or faulty.
If you receive an item that is damaged, leaking, or not as described, please contact us within 14 days of delivery with your order number and, where possible, a photo of the issue.
We will offer a suitable resolution, which may include a replacement, refund, or partial refund depending on the circumstances.
3. Changed Your Mind? (Returns)
We understand that sometimes you may change your mind.
You have the right to cancel your order within 14 days of receiving your items. To exercise this right, the items must be unused, unopened where applicable and in resalable condition, due to the hygiene-sensitive nature of fragrance products.
How to return your item:
- Contact us to let us know you wish to return your order, including your order number.
- Repackage the items securely in their original packaging.
- Send your return to:
Sample Scents Ltd
C4 Goldbank Business Park
Wilton Road
Humberston
DN36 4AW
United Kingdom
You are responsible for the cost of return postage. We recommend using a tracked service, as we cannot be responsible for items lost in transit.
Once your return is received and inspected, we will process your refund to your original payment method within 14 days.
Please note that banks and payment providers may take additional time to show the funds in your account.
Important Notes
- Items must be unused and in resalable condition to qualify for a full refund.
- For hygiene reasons, we cannot accept returns of items that have been opened or used, unless they are faulty.
- If returned items show signs of use or damage, we may apply a partial refund to reflect any loss in value.
- Refunds for items purchased using discount codes will reflect the actual amount paid, not the original listed price.
If you have any questions about this policy or your specific return, please contact our customer care team - we’re here to help.
Last updated: 14th January 2026