Return and Refund Policy

Returns & Refund Policy

We want you to be happy with your fragrance. This policy explains how returns, refunds, exchanges and problems with orders are handled by WHATS THE FRAGRANCE LTD.

Our additional returns policy does not replace or reduce your statutory consumer rights.

30-DAY RETURNS

In addition to your statutory rights, WHATS THE FRAGRANCE offers a 30-day returns policy.

If your fragrance isn't right for you, you may request a return within 30 days of receiving your order.

We understand that buying fragrance online means you may need to experience the scent first. Under our additional 30-day policy, you may use 1-2 test sprays before deciding.

For a change-of-mind return under this additional policy, the fragrance must not have been used beyond the permitted test amount and should be returned in its original packaging and in suitable condition.

Products that have been substantially used beyond the permitted test amount may not qualify for our additional 30-day returns policy.

HOW TO START A RETURN

Please contact the WHATS THE FRAGRANCE Customer Service Team through our Contact Us page before sending a return.

Please provide your order number, the product you wish to return, and your reason for returning it.

Please do not send your return until you have received return instructions from us.

RETURN POSTAGE

For change-of-mind returns, including where you have tried a fragrance and decided it is not right for you, return postage is your responsibility, where permitted by law.

We strongly recommend using a tracked postal service and keeping your proof of postage until your return has been completed.

If your product arrived faulty, damaged, leaking or incorrect, please contact us before returning it. Where appropriate, we will arrange the return at our cost.

REFUNDS

Once your eligible return has been received and checked, we will process the appropriate refund to your original payment method.

Where statutory cancellation rights apply, refunds will be processed within the timeframe required by applicable UK consumer law.

Where required by law, a statutory cancellation refund will include the cost of our basic outbound delivery option. If you chose a more expensive delivery service, any additional amount above the basic delivery cost may not be refundable.

Where goods are being returned, we may wait until we receive the goods back or receive appropriate evidence that they have been returned before issuing the refund, where permitted by law.

After we process a refund, your bank or payment provider may take additional time to show the funds in your account.

EXCHANGES

If you would prefer another fragrance instead of a refund, let us know when requesting your return.

Exchanges are subject to availability. If your chosen replacement is unavailable, we will contact you to discuss another option or provide an appropriate refund.

FAULTY, DAMAGED, LEAKING OR INCORRECT ORDERS

If your order arrives damaged, faulty, leaking, incorrect or not as described, please contact us as soon as reasonably possible.

Please keep the product and all packaging. We may ask you to provide your order number, photographs of the product, photographs of the packaging and a brief explanation of the issue so we can investigate.

Where the product is faulty, damaged or incorrect, we will provide an appropriate solution in accordance with your consumer rights.

Nothing in this policy limits or excludes your rights under the Consumer Rights Act 2015 or other applicable consumer legislation.

BUNDLES & PROMOTIONAL OFFERS

If products are purchased together as part of a discounted bundle, returning only part of the bundle may affect the discount originally applied.

Where a promotional free gift was provided because your order met a qualifying spend or promotion, and your return means the order would no longer qualify, we may require the unused promotional item to be returned as well.

Any applicable conditions will be explained when your return is arranged.

YOUR STATUTORY CANCELLATION RIGHTS

Our 30-day returns policy is in addition to your statutory rights and does not replace or reduce them.

For qualifying online purchases, UK consumers generally have 14 days after receiving their goods to tell us they wish to cancel, followed by a further 14 days to return the goods.

These statutory rights are subject to the conditions and exceptions provided by applicable consumer law.

NEED HELP?

If you are unsure whether your order qualifies for a return, please contact the WHATS THE FRAGRANCE Customer Service Team before sending anything back.

Please include your order number so we can help you as quickly as possible.

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