Last updated: April 2026
1. Overview
At Scented Serenade, we want you to be happy with your purchase. If you are not completely satisfied, you have the right to return your order under the terms outlined below.
2. Your Right to Cancel (UK Consumer Law)
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your items.
You then have a further 14 days to return the goods to us.
3. Eligibility for Returns
To be eligible for a return:
- Items must be unused
- Items must be in their original packaging
- Items must be in a resaleable condition
We reserve the right to refuse a refund if items are not returned in suitable condition.
4. How to Start a Return
To initiate a return, please contact us at:
sales@scentedserenade.co.uk
Please include:
- Your order number
- Details of the item(s)
- Reason for return
5. Return Shipping
- Customers are responsible for return shipping costs
- We recommend using a tracked service, as we cannot be responsible for lost returns
6. Refunds
Once your return is received and inspected:
- We will notify you of the outcome
- Approved refunds will be processed within 14 days
- Refunds will be issued to your original payment method
7. Faulty or Damaged Items
If your order arrives damaged or faulty:
- Contact us within 48 hours of delivery
- Provide photos where possible
We will offer:
- A replacement
OR - A full refund
(Return shipping will be covered by us in this case)
8. Non-Returnable Items
For hygiene and safety reasons, the following may not be returned unless faulty:
- Used candles or wax melts
- Opened fragrance products
9. Exchanges
We do not offer direct exchanges.
If you would like a different item, please return your original purchase and place a new order.
10. Late or Missing Refunds
If you haven’t received your refund:
- Check your bank account again
- Contact your payment provider
If the issue persists, contact us at:
sales@scentedserenade.co.uk
11. Contact
If you have any questions about returns or refunds:
Scented Serenade
Ludlow, Shropshire
United Kingdom
sales@scentedserenade.co.uk