Return & Refund Policy

Last updated: 13 August 2026

We want you to be happy with your order. This policy explains how to return an item, the condition products must be in, how exchanges and refunds work, and what to do if something arrives faulty, damaged or incorrect.

How to Return an Item

Please contact us at contact@luxuryscent.co.uk before returning an item, so that we can provide the correct return instructions and process your return efficiently. Please include your order number and any relevant details.

For an eligible non-fault online return, please contact us no later than 14 days after receiving your order. Once you have notified us, the goods must be sent back without undue delay and no later than 14 days after that notification. Contacting us does not complete the return; the goods must also be sent back within the applicable period and meet the return conditions below.

Return Conditions

Items being returned must be unused and in their original condition. Where a product is supplied sealed, it must remain sealed. For a non-fault return, the item must also be returned with all original product or presentation packaging, components and accessories that were supplied with it.

Opening the outer delivery parcel to check your order does not affect the return condition of the product itself. You do not need to keep the outer shipping parcel simply in order to return an item.

Full-Size Fragrances

For a non-fault return, a full-size fragrance must remain unused and unopened, with all security or tamper protection intact. A product that has been opened, used, or had its security or tamper protection broken does not meet these return conditions. Faulty, damaged or incorrect products are dealt with separately below.

Testers & Samples

Separately purchased testers and samples must remain unopened and unused where they are supplied sealed. Once a tester or sample has been opened or used, it cannot be returned unless it is faulty, damaged or incorrect.

Discovery Sets

Discovery Sets contain tester and sample products. For a return not related to a fault, damage or order error, the Discovery Set and all of the tester and sample products inside it must remain unopened and unused.

This is a set-level condition. Once the Discovery Set, or any tester or sample within it, has been opened or used, the set cannot be returned on that basis — an opened tester or sample cannot be set aside so that the rest of the set is returned.

If a Discovery Set arrives faulty, damaged or incorrect, please see the Faulty, Damaged or Incorrect Items section below.

Complimentary Samples

Where a complimentary sample is supplied with a selected full-size fragrance, please try the sample before opening the full-size product. The sample may be used and does not need to be returned. The full-size product must remain unused, unopened and with its security/tamper protection intact for a return. Perfume oils are not included in this arrangement.

Trying a Fragrance and Product Information

Selected products may also be available in 3ml or 6ml tester sizes as another way to try a fragrance before committing to a larger size.

Fragrance perception is subjective. The notes a person notices, as well as perceived strength, projection, longevity and dry-down, may vary depending on individual olfactory perception, skin, application and environment. A difference in personal perception or preference does not by itself mean that a fragrance is faulty or incorrectly supplied.

We remain responsible for objective product information and for supplying the product ordered.

Return Postage

Where we are not at fault, you cover the cost of sending the return back to us, for both UK and international orders. We recommend using a tracked service and keeping proof of postage.

International Returns

For an international return, please follow the return instructions we provide and complete any customs or carrier information accurately. Where it is accurate to do so, the shipment should be identified as returned goods. If reasonable additional charges arise because a return was incorrectly declared, or because reasonable return instructions were not followed, you may be responsible for those actual costs where they can be recovered.

Original Delivery Charge

Where an eligible online cancellation covers the whole order and the applicable return requirements above are met, any standard outbound delivery charge paid for that order is refunded. Any additional amount paid for an upgraded delivery option is not normally refunded.

Return postage is separate and remains your responsibility where we are not at fault.

Return Inspection

We inspect returned items when they arrive to confirm their condition and process the refund or exchange.

If a returned item does not meet the return conditions set out above, we will contact you. Where our assessment confirms that those conditions have not been met, the return will be rejected and you will need to arrange or pay the reasonable postage for the item to be returned to you.

Exchanges

If you'd like to exchange an item and we're not at fault, you'll cover the postage for returning the original item, plus reasonable postage for sending out the replacement.

Sale & Clearance Items

Sale and clearance items are subject to the same return eligibility and product-condition requirements set out in this policy.

For a non-fault return, you are responsible for return postage, and any refund due is based on the price actually paid for the item.

Faulty, damaged or incorrect items are dealt with separately below.

Faulty, Damaged or Incorrect Items

If your order arrives faulty or damaged, or if we've sent the wrong item, please contact us with your order number and an explanation of the issue. Photographs may help us assess and resolve the issue more quickly.

If an item or parcel arrives damaged, please keep the outer packaging, product packaging and any other relevant evidence while we assess the issue.

We'll assess the issue and arrange the appropriate remedy. Where a return is needed because the item is faulty, damaged or incorrect, we'll arrange or cover the reasonable return cost. The return conditions above don't limit your rights where an item is genuinely faulty, damaged or incorrect.

Refunds

Once we've received and checked an eligible return, we normally aim to issue your refund the same working day, or within approximately 1–2 working days where additional checking is needed. Refunds are normally made to the original payment method.

After we issue a refund, your bank or payment provider may take approximately 3–5 working days to display the funds. This timeframe is outside our direct control.

Discovery Sets and the £25 Voucher

Where a Discovery Set is returned for a refund and the £25 voucher issued with it has not been used, the voucher is cancelled and can no longer be redeemed.

Where that voucher has already been used, £25 is deducted from the refund due for the Discovery Set.

This does not apply where the Discovery Set is faulty, damaged or not the item you ordered. The full voucher conditions are set out in our Terms & Conditions.

Related Information

For information about delivery, tracking, customs charges or delivery problems, please see our Delivery Information page.

This policy works together with our Terms & Conditions, which set out the contractual framework behind our returns and refunds process.

Contact Us

To start a return or ask a question, please contact us:

Email: contact@luxuryscent.co.uk
Telephone: 0191 670 2990 (international: +44 191 670 2990)
Hours: Monday–Sunday, 11:00am–7:00pm UK time

If we can't take your call immediately, please leave a message and we'll return your call as soon as reasonably possible.

If you are unable to reach us by telephone, please email us at contact@luxuryscent.co.uk. For an order-related enquiry, please use a clear subject line and include your order number where possible so that we can identify your order quickly.

We aim to respond to emails within 24–48 hours where reasonably possible and will respond as soon as we reasonably can during busier periods.

Returns address:
Luxury Scent, 60 West Road, Newcastle upon Tyne, NE4 9PY, United Kingdom

Please contact us before returning an item.

Nothing in this policy affects statutory consumer rights that cannot lawfully be excluded or limited.