Return & Refund Policy – Scents On Trial
At Scents On Trial, we want you to be satisfied with your purchase. This Return & Refund Policy explains the conditions and procedures that apply when requesting a return, exchange or refund.
Please contact us before sending any item back. Returns must be authorised by our customer services team before they are dispatched to us.
28-Day Return Period
Scents On Trial offers a 28-day return period for eligible products. Within 28 days of receiving your order, you may inspect the items purchased and request an exchange or refund, provided that the products have not been opened, used, tampered with or otherwise altered.
Where an eligible return is accepted, the refund will cover the cost of the returned perfume products, less the original delivery costs and a 15% restocking fee.
Returns requested after the 28-day return period cannot normally be accepted.
Faulty or damaged items must be reported within 48 hours of delivery. Failure to report damage or faults within this period may affect your eligibility for a refund or replacement.
Opened, Used or Tampered Products
For hygiene, product integrity and safety reasons, we cannot normally offer a refund or exchange for products that have been opened, used, tampered with or altered after delivery.
We cannot accept a return simply because you have used the product and decided that the fragrance is not to your personal liking, or because you perceive the fragrance to be different from a previous version you may have experienced.
Fragrance perception can vary between individuals and may also be affected by factors such as skin chemistry, environment, storage, temperature and individual sensitivity to particular fragrance notes. A difference in personal perception does not, by itself, indicate that a perfume sample is faulty.
If you have not previously sampled a fragrance from Scents On Trial, we strongly recommend ordering a smaller sample before purchasing a larger size.
Faulty or Damaged Goods
In the unlikely event that your order arrives damaged or a product is faulty, please contact us as soon as possible. Depending on the circumstances, we may offer a replacement product or refund.
Customers should inspect all items included in their order immediately after delivery. Any visible damage or fault should be reported to us within 48 hours of receipt.
Damage reported more than 48 hours after delivery may be rejected, particularly where we are unable to establish whether the damage occurred during delivery or after the order was received.
Where a damaged or faulty return is accepted, the item should be returned within the applicable return period together with its original packaging, accessories and any relevant documentation supplied with the order.
We may request clear digital photographs of the damaged product, packaging and delivery condition, together with a statement confirming that the item arrived damaged. This information may be required to support a claim or investigation with our courier or delivery provider.
Customers may be required to reasonably cooperate with Scents On Trial and the relevant courier or delivery provider during any investigation into a damaged delivery.
Order Cancellations Before Dispatch
If you cancel an order before it has been dispatched, we will process the refund subject to a 4% deduction from the total amount paid.
This deduction covers non-refundable transaction and payment processing fees incurred by Scents On Trial in processing the original order.
How to Return a Product
All returns must be arranged with Scents On Trial before the product is sent back. Please email our customer services team at returns@scentsontrial.co.uk to request a return and receive the appropriate instructions.
Please do not send a return without contacting us first. Unauthorised returns may cause delays in processing your refund or exchange.
When returning an item, we strongly recommend using a tracked or signed-for delivery service. If you choose an untracked service, the return is sent at your own risk.
Please ensure that sufficient postage has been paid and that the returned product is securely packaged. Padded packaging is recommended to reduce the likelihood of damage during transportation.
Scents On Trial cannot normally accept responsibility for returned goods that are lost or damaged while being transported back to us where the return has not been sent using an appropriate tracked or insured service.
Please retain your postage and tracking receipt until your return has been confirmed and any applicable refund or exchange has been processed.
Returning Perfume Samples
Perfume and fragrance products may be subject to specific postal and transportation requirements. When returning perfume samples, customers should use suitable packaging and follow the requirements of the postal or courier service being used.
Please check the current requirements of your chosen carrier before sending perfume or fragrance products. Where the carrier requires information about the contents of the package or specific packaging or labelling, customers are responsible for complying with those requirements.
Refunds
Once an authorised return has been received and inspected, we will determine whether the item meets the conditions of this Return & Refund Policy.
If the return is approved, the applicable refund will be processed using the original payment method where reasonably possible.
For eligible standard returns, the refund is subject to the applicable delivery-cost deduction and 15% restocking fee stated above.
Refund processing times may vary depending on the payment provider and financial institution used for the original transaction.
What We Do
Scents On Trial provides perfume samples using authentic fragrances decanted from the original perfume bottles into a range of sample sizes.
Our fragrances are transferred into individual plastic spray atomisers using appropriate measuring and decanting equipment. Each sample is individually labelled and supplied in a velvet pouch, with up to five samples per pouch.
- 1ml & 2ml samples: supplied in 2.2ml plastic spray atomisers.
- 5ml samples: supplied in 5ml plastic spray atomisers.
- 10ml samples: supplied in 10ml plastic spray atomisers.
We use plastic spray bottles for our samples to help reduce the risk of breakage during transportation. Each sample is prepared and labelled individually before being dispatched.
Contact Us About a Return
If you need to request a return, exchange, refund or report a damaged or faulty product, please contact our customer services team before sending anything back.
Email: returns@scentsontrial.co.uk
By purchasing from Scents On Trial, you acknowledge that you have read and understood this Return & Refund Policy and agree to follow the return procedures and conditions described above.