Terms of service

Last updated: 13 August 2026

These Terms explain how we sell to you, when your order becomes a contract, what we each need to do, and what happens if something goes wrong. Please read them before placing an order.

These Terms, together with our Delivery Information and our Return & Refund Policy, apply to your purchase. Our Privacy Policy explains how we handle personal information.

1. Who we are

This website is operated by Luxury Sent Ltd, trading as Luxury Scent.

• Registered in England and Wales, company number 12747575
• Registered office: 101 James Street, Elswick, Newcastle upon Tyne, NE4 7RP, United Kingdom
• Website: luxuryscent.co.uk
• Email: contact@luxuryscent.co.uk

In these Terms, "we", "us" and "our" mean Luxury Sent Ltd trading as Luxury Scent, and "you" means the person placing the order or using the website.

2. Who these Terms are for

Our website is a retail shop for personal, consumer purchases. If you would like to buy for business, resale or wholesale purposes, please email us at contact@luxuryscent.co.uk so we can discuss a separate arrangement — orders placed through the ordinary website are not a wholesale agreement.

Where an order appears to be for resale, or is for an unusually large quantity, we may limit the quantity available or look at the order more closely before accepting it. If we decide not to accept it, we will follow section 7.

If you are under 18, please only use this website and place orders with the involvement and permission of a parent or guardian.

3. Our other policies

Our Delivery Information sets out how delivery works in practice, and our Return & Refund Policy sets out how returns, exchanges and refunds work in practice. Both form part of these Terms and apply to your purchase.

These Terms provide the contractual framework behind them. Where those pages describe a procedure, that procedure applies.

Our Privacy Policy explains how we handle personal information.

4. Products and product information

We prepare our product information with reasonable care. The factual details we state about a product — such as the product supplied, its size and quantity, whether it is an oil or a spray, the concentration where we state one, and what is included — are intended to describe the product we sell.

We prepare fragrance descriptions and note profiles in good faith to give a general indication of the character of a fragrance.

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 product is faulty, incorrectly supplied, or that objective product information is inaccurate.

We remain responsible for objective product information, including supplying the product ordered and correctly stating the factual details described above.

Product photographs are shown to illustrate the product. Screen and display settings can affect how colours appear online.

5. Prices and website errors

The price you pay is the total price shown at checkout for your order, including any applicable taxes and the delivery charge for the service you choose, before you place the order.

Despite our best efforts, a website of this size can occasionally contain a mistake — for example an obvious pricing error, an incorrect promotional detail, a typographical error, an error on a product page, or a technical display fault. Where we identify an error affecting your order before we have accepted it, we may correct the information, contact you to check whether you still wish to proceed at the correct price, or decline the order under section 7. We will not change the price of an order after we have accepted it.

6. Your order and when a contract is formed

Placing an order is an offer to buy from us. It does not, by itself, create a contract.

The automated Order Confirmation email tells you that we have received your order. It is an acknowledgement, not an acceptance.

A contract is formed when we send you a Dispatch Confirmation for your order, or dispatch the goods, whichever happens first. Where an order contains more than one item, a contract is formed only for the items we have confirmed as dispatched.

Between receiving your order and accepting it, we may carry out the reasonable checks described in these Terms.

7. If we cannot accept your order

Before we accept an order, we may decline or cancel it for a genuine reason, including where:

• the product is out of stock or otherwise unavailable;
• there is an obvious pricing or website error affecting the order;
• payment has failed, or has not been authorised;
• a payment, address or security verification issue arises;
• we have genuine grounds to suspect fraud or unauthorised use of a payment method;
• the delivery information given to us is materially incorrect or incomplete;
• the destination, carrier or product restrictions mean we cannot lawfully or safely send the item to that address, including restrictions that apply to alcohol-based fragrance sprays;
• the order raises a genuine quantity or resale concern under section 2;
• we have reasonable grounds for concern under section 18; or
• we are genuinely unable to fulfil the order for operational reasons.

If we decline or cancel an order before acceptance, we will let you know, and if you have already been charged we will arrange for the amount concerned to be returned to you.

8. Availability

All products are subject to availability. We may change our range, withdraw products, and correct availability information on the website. Where an item is unavailable, we will contact you and, if we cannot supply it, deal with the order under section 7.

9. Payment

The payment methods available to you are shown at checkout. We use third-party payment providers to process payments, and your payment may be subject to authorisation, fraud screening and the provider's own security checks.

Before dispatch, we may ask you for reasonable information needed to verify payment, the legitimacy of an order, or the delivery and billing details given to us. If a payment provider or bank takes additional time to complete its own checks, that part of the process is not within our control.

10. The information you give us

Please make sure the information you give us is accurate and complete, and check your order details before submitting them. Depending on your order, this may include your name, delivery address, email address, telephone number, billing and payment details, and any customs or import information reasonably required for an international shipment.

If the information you give us is materially wrong or incomplete and, as a result, your order cannot be delivered, is returned to us, or has to be sent again, we may ask you to pay the reasonable additional delivery costs we actually incur. We will not ask you to pay for an error made by us or by the carrier.

11. Delivery

Our Delivery Information explains how we dispatch and deliver orders, the services we use, and what to do if there is a problem.

Delivery dates and times given on the website, at checkout or by a carrier are estimates rather than guarantees, unless we have specifically agreed otherwise with you in writing. Delays can happen for reasons outside our reasonable control, including those described in section 24.

12. Deliveries that are not accepted or collected

Where we sent your order to the address you gave us, delivery or collection was properly attempted, the parcel was not accepted or collected, and it comes back to us, we will contact you once it has been returned.

If you would like the order sent again, we will ask you to pay the new delivery charge before we resend it.

If you do not want it resent, we will deal with any amount due to you once the goods are back with us and have been checked. In doing so, we may take into account the reasonable delivery and return costs we actually incurred because the delivery was not accepted or collected, where those costs are recoverable. Where you have exercised a legal right to cancel, your cancellation is dealt with under that right.

13. International orders, customs and import charges

For international orders, you are responsible for checking whether the products can lawfully be imported into your destination country, for providing customs information that is reasonably required, and for cooperating with reasonable requests from the carrier or the customs authority.

Unless the delivery option you selected at checkout specifically states that customs duties or import taxes are included, you are responsible for paying any import charges that apply when your order arrives. Where the option you selected does state that duties or import taxes are included, what is covered is determined by what was specifically described as included at checkout for that order. We do not control the decisions or charges of any customs authority.

If a shipment is returned to us because legitimate import charges or customs requirements were refused, or because information we needed from you was not provided, we will contact you. If you ask us to send the order again, any new delivery costs and any import charges will be payable before we resend it. If you do not, we will deal with any amount due to you once the goods are back with us and have been checked, and we may take into account the reasonable carrier, outbound-delivery and return costs we actually incurred as a result, where those costs are recoverable.

Our Delivery Information explains the practical customs process.

14. Returns, refunds and exchanges

Our Return & Refund Policy explains how to start a return, the condition items must be in, exchanges, who pays return postage, how returns are inspected, and how and when refunds are issued. Please contact us before sending anything back.

Product condition

For returns not related to a fault, damage or an order error, the product must meet the conditions in our Return & Refund Policy. Full-size fragrances must be unused and unopened, with any security or tamper protection intact. Separately purchased testers and samples must meet the conditions set out in that policy.

An item that has been opened, unsealed or used beyond those conditions does not meet our return conditions. Where the law permits a refund to be reduced because handling has reduced the value of the goods, we may make a reasonable deduction reflecting the actual loss in value.

Discovery Sets

Discovery Sets are made up of tester and sample products. For a return not related to a fault, damage or an order error, the set and the tester or sample products inside it must remain unopened and unused. Once the set, or any tester or sample within it, has been opened or used, it cannot be returned on that basis.

Complimentary samples

Where a complimentary sample is supplied with a selected full-size fragrance, it is provided so that you can try the fragrance without opening the main product. You are free to use the sample and you do not need to return it. The full-size product still needs to meet the conditions above. Not every product carries a complimentary sample, and perfume oils are not included in this arrangement.

Faulty, damaged or incorrect items

If an item arrives faulty or damaged, or we send you the wrong item, please contact us. We may ask for photographs or other reasonable information so we can assess and resolve it. The conditions above do not limit your remedies in these situations, and our Return & Refund Policy explains the process.

Sale and clearance items

Sale and clearance pricing does not change the return eligibility and product-condition requirements that apply to the purchase.

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

Faulty, damaged or incorrect items are handled under the separate process in our Return & Refund Policy.

15. Discovery Set voucher

When you buy a Discovery Set, we issue a £25 voucher to use towards a full-size fragrance from the range associated with that set.

• One voucher is issued for each Discovery Set purchased.
• The voucher is valid for six months from the date it is issued.
• There is no minimum spend.
• The voucher can be used against an eligible full-size product from the associated range, as identified by us.
• It cannot be combined with another discount, offer or voucher.
• It has no cash value and cannot be exchanged for cash.

The voucher is issued because you bought the Discovery Set. If the Discovery Set is returned to us for a refund:

• where the voucher has not been used, it is cancelled and can no longer be redeemed;
• where the voucher has already been used, its £25 value 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.

16. Other promotions and discounts

We run promotions and offers from time to time. Where an offer has conditions — such as an expiry date, eligible products, or a limit of one promotion per order — we will state them with the offer. Unless we say otherwise, only one discount or promotion can be applied to an order.

Where an obvious error in a promotion comes to light before we accept your order, section 5 applies. We will not remove a validly applied discount from an order after we have accepted it.

17. Order verification and security

We take reasonable steps to protect our customers, our business, our payment providers and our carriers against fraud and unauthorised transactions.

Where there are reasonable grounds for concern about an order, we may carry out proportionate verification, ask you for reasonable confirmation, and hold dispatch while those checks are completed. If a genuine concern remains, section 7 applies.

18. Misuse of our returns and refund process

Where we have reasonable grounds to believe our returns, refund or goodwill processes are being misused, we may carry out reasonable verification, review future orders more closely, or decline a future order before it is accepted.

This does not remove any remedy or right that already applies.

19. Communication with our team

We ask that communications with our team remain respectful. Where communication is abusive, threatening, harassing, discriminatory, coercive or persistently inappropriate, we may require further contact to be made in writing or through a nominated contact channel. This will not prevent us from dealing with any genuine issue relating to your order.

20. Using our website

You may use our website to browse, shop and find information about our products. Please do not:

• use the website for any unlawful or fraudulent purpose, or give us false information;
• introduce malicious code, or attempt to gain unauthorised access to, damage or interfere with the website, our systems or our security;
• use automated systems to extract content from the site in a way that is unreasonable or that affects its operation; or
• infringe our intellectual property rights or those of anyone else.

We may suspend access to the website, or to particular features, where this is necessary — for example for maintenance, security or a genuine breach of this section.

21. Intellectual property

Our brand name, logo, website text, original product descriptions, and the images and other content we own or license are protected. You may use them for your own personal shopping and information purposes. You may not copy, reproduce or use them commercially without our permission.

Brand names, trade marks and manufacturer materials belonging to third parties remain the property of their respective owners.

22. Third-party services and links

We use third-party services to operate parts of our business, including payment providers and carriers, and our website may link to other websites we do not control. Those websites have their own terms and policies.

Using a third-party service does not reduce what we owe you under your contract with us.

23. Our responsibility for loss or damage

If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach — meaning loss or damage that was obvious at the time, or that we both knew might happen.

We are not responsible for:

• loss or damage that was not foreseeable at the time the contract was made;
• loss or damage caused by your own misuse of a product, or by not following instructions or warnings supplied with it;
• business losses, including loss of profit, business, business interruption or business opportunity, as our website is supplied to consumers for personal use; or
• delay or failure to the extent it was genuinely caused by an event described in section 24.

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that we are not permitted to limit or exclude.

24. Events outside our reasonable control

Occasionally an event outside our reasonable control affects our ability to fulfil or deliver an order — for example carrier disruption, severe weather, customs or security delays, industrial action, wider transport disruption, a major systems or network failure, or government restrictions.

Where this happens, we will take reasonable steps to reduce the disruption and will contact you where appropriate. We are not responsible for a delay to the extent it was genuinely caused by such an event and could not reasonably have been avoided.

25. Changes to our website and these Terms

We may update our website, our product range and these Terms from time to time — for example to reflect changes to our services, our operations or the law.

The version of these Terms in force when your contract was formed is the version that applies to that order, unless the law requires otherwise or we agree a change with you.

26. General

If any part of these Terms is found to be unlawful or unenforceable, the remaining parts continue to apply.

If we do not insist immediately that you do something you are required to do under these Terms, or delay in taking steps against you in respect of a breach, that does not mean we have given up those rights.

This agreement is between you and us. No other person has the right to enforce any of these Terms, except where the law provides otherwise.

27. Your rights as a consumer

Nothing in these Terms affects any rights you have as a consumer that cannot lawfully be excluded or limited.

28. Governing law and where disputes are dealt with

These Terms and any contract formed under them are governed by the law of England and Wales. The courts of England and Wales will have jurisdiction over any dispute.

If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the United Kingdom where you live.

Nothing in this section affects any mandatory rights that apply to you under applicable law.

29. Contact us