Returns & Refunds Policy
Last updated: October 2025
We want you to love every purchase from Scented Serenade. If you’re not completely satisfied with your order, this policy explains how to return items, request refunds, and what to do if something goes wrong.
1. Your Right to Cancel
Under the UK Consumer Contracts Regulations 2013, you have the legal right to cancel your online order within 14 days of receiving your goods for a full refund, including the original delivery charge (if applicable).
To exercise your right to cancel, please contact us by email at sales@scentedserenade.co.uk within 14 days of receiving your order.
2. Conditions for Returns
- Items must be returned unused, unopened, and in their original packaging.
- Products must be in a re-saleable condition.
- Personalised or custom-made items (e.g., bespoke candle blends or engraved labels) cannot be returned unless faulty or damaged.
- For hygiene reasons, bath and body products can only be returned if unopened and unused.
3. How to Return an Item
- Email sales@scentedserenade.co.uk with your order number and reason for return.
- We will confirm your return and provide the return address.
- Package items securely to prevent damage in transit.
- Return the parcel using a tracked service — we recommend keeping proof of postage.
You are responsible for return postage costs unless the goods are faulty, incorrect, or damaged.
4. Refunds
Once your returned items are received and inspected, we will notify you by email. If approved, a refund will be issued to your original payment method within 14 days of receiving the goods.
If the return does not meet our policy conditions, we may reduce the refund amount to reflect any diminished value caused by handling beyond what is necessary to inspect the product.
5. Faulty or Damaged Items
We take great care in packing and quality control. However, if your item arrives damaged or faulty, please email us within 7 days of delivery at sales@scentedserenade.co.uk with your order number and clear photos of the issue.
We will offer a replacement, repair, or full refund — whichever you prefer — in line with your rights under the UK Consumer Rights Act 2015.
6. Exchanges
If you wish to exchange an item, please follow the return process above and place a new order for the replacement item. This ensures stock availability and accurate tracking.
7. Late or Missing Refunds
If you haven’t received your refund after 14 days:
- Check your bank or PayPal account again.
- Contact your payment provider, as processing times may vary.
- If the issue persists, please email us and we’ll investigate promptly.
8. Gifts
If your order was marked as a gift at checkout and shipped directly to you, you may receive store credit or a replacement instead of a refund to the original purchaser.
9. Contact Us
If you have any questions about this policy or need help with a return, please contact:
Email: sales@scentedserenade.co.uk
Registered Address:
4 Marsh Gate,
Craven Arms,
Shropshire,
SY7 9DU,
United Kingdom