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Refunds, Exchanges and Complaints
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At Scent Direct we want you to be delighted every time you shop with us. Occasionally though, we know you or the lucky recipient of your gift may want to return items, so below is our returns policy. |
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Refunds |
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We accept the return of all items, without reason, only if they are unopened and in their original condition. If you return goods, as detailed, within 30 days, we will issue a full refund for the price you paid for the item. |
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Exchanges |
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Perfumes and aftershaves are often very personal which makes them ideal for sending as gifts. However, sometimes you may receive a fragrance that you don't like or you may simply prefer an alternative fragrance or edition size. If this is the case, let us know by email or by telephone (0845 450 2 450) so we can check the availabilty of your desired replacement. Then replace the item in the original packing, seal it carefully, cross out your address leaving the FREEPOST address clearly visible and pop it in the post. You will usually receive your replacement by return. Oh and your secret will be safe with us!
Scent Direct,
FREEPOST NAT11149
Horley
Surrey
RH6 OBR
United Kingdom
For your protection we recommend that you use a recorded-delivery service. This returns policy does not affect your statutory rights. |
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Defective Goods |
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You can always return items if they are defective. Please note we only accept returns of items that have been opened if they are defective. If you are returning an item because of an error on our part or because it is defective, we will be happy to refund the delivery charges incurred in sending the item to you and your costs in returning it to us. To return a defective item please replace the item in the original packaging, enclose a note giving the reason for the return, wrap the package securely and send the package to the FREEPOST address below. In the case of a defective product, please provide a full description of the fault and return the defective item in its original box (if any). Then send the package to the address below:
Scent Direct,
FREEPOST NAT11149
Horley
Surrey
RH6 OBR
United Kingdom
For your protection we recommend that you use a recorded-delivery service. This returns policy does not affect your statutory rights. Please note we will contact you to let you know when we have processed your return. |
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Contract Cancellations |
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Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item within seven working days of delivery without reason. This applies to all our products. However, we regret that we cannot accept cancellations of contracts for the purchase of any item where the item has been unsealed. To cancel this contract, please cross out your address on the delivery label, leaving the FREEPOST address clearly visible and write "Contract cancellation" on the label. Please inform us of your intention to cancel within seven working days of the day after the date that the item was delivered to you. The return address is:
Scent Direct,
FREEPOST NAT11149
Horley
Surrey
RH6 OBR
United Kingdom
For your protection, we recommend that you use a recorded-delivery service. Please note that you may be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty. If we do not receive the item back from you we may arrange for collection of the item from your residence and deduct this cost from the refund. You will receive your refund within 30 days of cancellation.
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Complaints Procedure |
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In the event that you should have a complaint about our products or services please let us know via email to service@scentdirect.com, or by post to our FREEPOST address:
Scent Direct,
FREEPOST NAT11149
Horley
Surrey
RH6 OBR
United Kingdom
or by calling us on 0845 450 2 450 between 9am and 5pm Monday to Friday GMT. We endeavour to respond to all complaints within 5 working days. |
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Refunds, Exchanges and Complaints
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