Refund policy

Returns & Refunds Policy

We want you to be completely satisfied with your purchase. Please read our returns policy carefully before requesting a return.

Changed Your Mind?

If you’ve changed your mind about your purchase, you can request a return within 30 days of delivery.
To be eligible, the item must:

• Be unused and in its original packaging

• Remain unopened with the seal still intact

Please note: We cannot accept returns for any items that have been opened or used, due to hygiene regulations.

Returns Eligibility

We can only accept returns for a full refund if:

• The item is damaged

• The item is defective, or

• You received the wrong item

All returned products must be:

• In original condition, and

• Unopened and sealed (for fragrance products)

Return Inspection and Testing

All returned items will be inspected upon arrival. In some cases, functional testing may be required to verify faults or defects. This process may take up to 7 working days. Refunds will only be issued if the item is confirmed to meet the return criteria stated above.

If an Item Is Returned as Faulty but Is Found to Be Fully Functional

If you return an item stating it is faulty and we find it to be fully functional upon inspection:

• No refund will be issued

• If you would like the item sent back to you, a redelivery fee will apply

• We will hold the item for a limited time and dispose of it if redelivery is not arranged within 14 days of notification

Please ensure the item is genuinely faulty before initiating a return under this reason.

Return Shipping

Customers are responsible for return postage when returning unwanted or non-defective items.
Shipping costs are non-refundable.

We recommend using a trackable shipping service or purchasing insurance, as we cannot guarantee receipt of returned items.

Tampered Returns and Misuse

We reserve the right to reject returns where products show signs of misuse, tampering, intentional damage, or any condition that renders the product unsellable and not due to a manufacturing fault.

Unclaimed Return Disposal

If a returned item is found to be non-faulty and the customer does not arrange redelivery within 14 days of notification, we reserve the right to dispose of or repurpose the item.

Photographic Evidence

We may request photographic evidence of damage or defect before authorising a return. This helps us verify eligibility and speed up the returns process.

Missing Orders / Delivery Issues

If your order hasn’t moved within 5 working days of dispatch, or your tracking shows delivered but you have not received the parcel, please contact us as soon as possible at info@thefragrancecabinet.co.uk. We’ll always do our best to help resolve the issue promptly.

To ensure we can take action, please report any undelivered but tracked parcels within 7 calendar days of the delivery scan. Reports made after this timeframe may fall outside Royal Mail’s investigation window and may no longer be eligible for compensation or replacement.

If a courier investigation is required, Royal Mail typically takes up to 30 calendar days to review and resolve the claim. In some cases, the process may take longer depending on the complexity of the investigation. We’ll keep you updated throughout.

Damages and Issues

If your item is defective, damaged, or you received the wrong item, please contact us within 7 days of receiving your order at info@thefragrancecabinet.co.uk.
Please keep the item and packaging intact, and be ready to provide photos or return the item for inspection if requested.

Exchanges

We do not offer direct exchanges. The quickest way to get the item you want is to:

• Return your eligible item

• Place a new order separately

Refunds

Once your return is received and inspected, we’ll notify you of the result. If approved:

• A refund will be issued to your original payment method

• Please allow time for your bank or card issuer to process the refund

Cancelling an Order

Need to cancel your order? Contact us as soon as possible.
If your order has not yet shipped, we’ll do our best to stop it. Orders that have already been dispatched cannot be cancelled.

Pricing Errors & Order Cancellation

We do our best to ensure all prices listed are accurate. However, if a product is listed with an incorrect price due to a typo, technical error, or human mistake:

• We reserve the right to cancel or refuse the order

• If payment has been made, we’ll contact you to either confirm the correct price or issue a full refund

Policy Misuse and Return Abuse

We reserve the right to refuse future orders or returns from customers who abuse our returns policy, including excessive return claims, false damage reports, or fraudulent activity.

Legal Disclaimer

This returns policy does not affect your statutory rights under the Consumer Rights Act 2015.
If you have any questions, please contact our customer service team at info@thefragrancecabinet.co.uk.