Returns and Cancellations
Our products come with a 28-day money-back guarantee. During this period, unused, unopened and untampered items may be returned for a refund or exchange.
Refunds are issued to the original payment method and cover the returned items minus a 15% restocking fee, which contributes towards the materials, handling and quality control involved in preparing made-to-order products. Original postage is non-refundable unless an item is confirmed as faulty or damaged. Where free shipping applied, £2.85 for Royal Mail Tracked 48 may be deducted. Customers are responsible for the postage cost of returning unwanted items.
Orders cancelled before dispatch are subject to a 4% cancellation fee covering the non-refundable Stripe or PayPal processing charge. Please contact us before cancelling, as we may be able to amend your order instead.
Returns cannot be processed after 28 days. Faulty, damaged or missing items must be reported within 48 hours of receipt, otherwise a refund or replacement may not be possible.
Change-of-mind returns are not accepted under any circumstances if a product has been opened, used or tampered with. This does not apply to products confirmed as faulty, damaged or incorrectly supplied.
A used fragrance cannot be returned because it is no longer to the customer’s liking or is perceived to smell different from a previously sampled version. Fragrances may vary slightly between batches, and scent perception differs between individuals. These differences alone are not a product fault.
We strongly recommend ordering a smaller sample first if you have not previously tried the fragrance through our store.
Faulty and Damaged Goods
Faulty, damaged, incomplete or missing items must be reported within 48 hours of delivery. Please stop using the affected item and, where possible, provide clear photographs of the product, packaging and visible damage.
The remedy will depend on the nature of the problem:
- A sample that arrives smashed, cracked, leaking, empty or otherwise unusable will be replaced in full at no additional cost or refunded, as appropriate.
- A missing item or component will be supplied or appropriately refunded.
- A faulty removable spray cap or nozzle will be handled under the Atomiser Faults procedure below.
We may require an item to be returned for inspection. Please wait for our instructions before sending it. Unless agreed otherwise, returns must use Royal Mail Tracked 48 in the Large Letter format and follow our packaging instructions. Once the fault is confirmed, we will reimburse the reasonable cost of that service. Premium or additional postage services are not covered without prior approval.
Do not repair or discard the item or packaging before contacting us, as it may be required for inspection or courier verification. If retaining it would be unsafe, take clear photographs and contact us before disposal where reasonably possible.
Damage reported after 48 hours may be treated as wear and tear, accidental damage or user handling and may not qualify for a refund or replacement.
Atomiser Faults
Atomiser faults must be reported immediately upon discovery and within 48 hours of delivery. Stop using the item and retain the vial, faulty sprayer, remaining fragrance and original packaging. We may request photographs, video evidence or the return of the item.
If the vial and fragrance remain usable and only the removable spray cap or nozzle is faulty, we will provide a replacement sprayer free of charge. Our snap-fit sprayers can normally be replaced without replacing the complete sample.
If a small amount of fragrance was lost before the fault became apparent, we may provide a proportionate partial refund for the evidenced loss, limited to the value of up to 0.5 ml. This does not cover further loss caused by repeated pressing, continued use or attempts to operate the sprayer after the fault was identified.
If the entire contents are alleged to have been lost, retain the vial and sprayer and contact us immediately. A sudden failure that made the complete sample unusable will be assessed under our Faulty and Damaged Goods procedure. We will not provide a replacement or refund where the item has been discarded, cannot be returned when reasonably requested, or there is insufficient evidence to verify the fault and loss.
How to Return a Product in the UK
Contact us before sending any return. Include your order number, the items being returned and the reason. For faulty or damaged items, include photographs where possible. We will provide the return address and applicable postage and packaging instructions. Do not send anything until you have received these instructions.
Return Postage Service
Where we have agreed to reimburse return postage, the item must be sent using Royal Mail Tracked 48 in the Large Letter format. Reimbursement is limited to the actual cost of that service. Larger formats, faster delivery, Special Delivery and other more expensive services are not covered unless approved before posting.
The return must still meet Royal Mail’s packaging and restricted-item requirements. If it cannot be packaged safely within the Large Letter dimensions, contact us before purchasing another service.
Postage for unwanted returns is the customer’s responsibility and is not reimbursed. We recommend using a tracked service with proof of posting. The return remains the customer’s responsibility until delivered to us, so retain the tracking information and receipt until it has been processed.
If a return contains both faulty or damaged items and unwanted items, tell us before sending it. Confirmed faulty or damaged items will be refunded in full without a restocking deduction. Unwanted items remain subject to the 15% restocking fee. The £2.85 free-shipping deduction will not apply where the return includes a confirmed faulty or damaged item.
If including unwanted items increases the parcel beyond the agreed Royal Mail Tracked 48 Large Letter format, the customer may be responsible for the additional cost. Contact us first so that we can confirm the arrangements.
Exchanges are subject to availability. Any price difference or additional delivery charge will be confirmed before processing. Once a return has been received and inspected, we will process any approved refund, replacement or exchange as promptly as possible.
Returning Fragrance Through Royal Mail
Perfume and aftershave are restricted items and must be packaged and declared correctly when returned through Royal Mail.
- Keep each sample in the packaging in which it was supplied.
- Use strong outer packaging and cushion the contents to prevent movement, breakage or leakage.
- Clearly display your name and return address on the outside.
- Present the parcel at a Post Office counter and declare that it contains perfume.
- Ensure that the Post Office applies the required ID8000 label.
Only use a padded envelope if it provides adequate protection and complies with Royal Mail’s requirements. A strong box may be necessary depending on the number and condition of the samples.
Fragrance Fractions cannot accept responsibility for returns that are lost, damaged, refused or disposed of because they were inadequately packaged, incorrectly declared or sent contrary to the carrier’s restrictions.
Product Use and Liability
Fragrance samples are intended for external use. Apply sparingly to clean, unbroken skin and avoid contact with the eyes, mouth and other sensitive areas.
If you have sensitive skin, known allergies or concerns about a fragrance ingredient, review the available ingredient information before use and test a small amount on a limited area of skin first. Stop using the product if irritation or another adverse reaction occurs. Seek medical advice if a reaction is severe or persists.
An individual sensitivity or allergic reaction does not necessarily indicate that a fragrance is faulty. However, please contact us promptly if you experience an unexpected or serious reaction so that we can record the details, identify the relevant batch and take any necessary safety action.
Fragrances may stain clothing or damage delicate fabrics and surfaces. Avoid applying fragrance directly to clothing or other materials. If you choose to do so, test a small amount on an inconspicuous area first.
Store samples upright in a cool, dark place away from direct sunlight, heat and extreme temperatures. Improper storage or handling may affect the fragrance, atomiser and longevity of the product.
Returns and Cancellations
Our products come with a 28-day money back guarantee. During this time, you may inspect the items you’ve purchased, and providing they are unused, unopened, and untampered with, you may return them for a refund or exchange.
Refunds will be issued to your original method of payment and will total the cost of the returned items, minus a 15% Restocking Fee. This fee helps cover the materials, handling, and quality control time involved in preparing made-to-order products. Please note that original postage costs are non-refundable unless the item is confirmed to be faulty or damaged. Where free shipping was applied to an order, the equivalent cost of the postage (£2.85 for Royal Mail Tracked 48) may be deducted from refunds on returns, except in cases of faulty or damaged items. Customers are also responsible for the cost of returning unwanted items.
For orders cancelled before dispatch, a 4% cancellation fee applies to cover the non-refundable payment processing fees charged by our provider (Stripe/PayPal). We recommend contacting our customer care team before cancelling to discuss any concerns or modifications you’d like to make, we’re often able to adjust orders directly without cancellation.
We cannot process returns after the 28-day period. Any faulty or damaged items must be reported within 48 hours of receipt, otherwise a refund may not be possible.
Under no circumstances will we offer a refund or exchange for goods that have been opened, used, or tampered with. We also cannot accept returns where a product has been used and later deemed not to your liking, or where the scent is perceived to differ from previous versions. Fragrances can vary slightly between batches and in perception from person to person; this does not constitute a product fault.
For this reason, we strongly recommend ordering a smaller sample first if you haven’t previously tried the fragrance through our store.
Faulty and Damaged Goods
In the unlikely event that an item arrives faulty or damaged, please contact us within 48 hours of delivery so we can put things right as quickly as possible. Where possible, please include clear photographs to help us assess the issue quickly. If any items appear missing, damaged, or defective, please refrain from using them and contact us for assistance.
If a fault or damage is confirmed, we will either:
- Send a replacement item at no additional cost, or
- Issue a full refund for the item.
We may occasionally request that the faulty item be returned to us for inspection. In this case, please ensure it is sent with adequate packaging and by a Royal Mail Large Letter Recorded or Tracked service. Once confirmed as faulty, the return postage cost will be refunded.
Please do not attempt to repair or discard any damaged items or packaging before contacting us, as they may be required for courier verification or internal inspection.
Any damage reported after the 48-hour period may be treated as wear and tear or user handling, and may not be eligible for refund or replacement.
Atomiser Faults
In the rare event of an atomiser malfunction, this must be reported immediately upon discovery and within 48 hours of delivery. Please stop using the item as soon as a fault becomes apparent. Repeated pressing or attempts to operate a faulty atomiser may result in loss of contents, and any additional loss caused by continued use after a fault is identified is the responsibility of the customer.
Where an atomiser fault is confirmed, we will provide a replacement sprayer free of charge. These are snap-fit and easy to replace. We may request photographic evidence to assist with assessment.
Purchasing from Fragrance Fractions constitutes full acceptance of these terms and conditions.
Product Use and Liability
When using our fragrance samples, we ask that customers take certain precautions to ensure a safe and satisfactory experience. It is important to test a small amount of the product on your skin before full use, especially if you have sensitive skin or known allergies. We cannot be held liable for any allergic reactions that may occur, so please take care to confirm the product is suitable for you before applying it more broadly. Fragrances may contain ingredients that could potentially stain fabrics or cause damage to delicate materials. We recommend applying the fragrance directly to your skin rather than clothing, or testing it on a discreet area of fabric first. We are not responsible for any damage or staining that may occur as a result of product use.
To preserve the quality and integrity of your fragrance samples, store them in a cool, dark place away from direct sunlight and extreme temperatures. Improper storage can affect the performance and longevity of the fragrance, and we are not liable for any issues that arise from improper handling or storage.
Lastly, it is the customer’s responsibility to use our products as intended and to take necessary precautions. Please review all provided information and understand the potential risks involved before using our products. By making a purchase, you agree to these terms and acknowledge your responsibility in ensuring the proper use of our fragrances.
How to return a product (UK)
We recommend using a Royal Mail Recorded service, when sending back to us. If you choose not to use a recorded service (at your own risk) please ensure that you apply adequate postage (‘Large Letter’). We regret that we cannot be held responsible for non-delivery of goods you return to us, which is why we highly recommend using a Recorded service so that in the unlikely event of a lost item, you are able to claim back the value of the items from Royal Mail. Returned items that are lost are the responsibility of the sender, not Fragrance Fractions. Please retain your Tracking receipt until you have received acknowledgement or credit for the return.
We advise that you return goods using adequate packaging, such as the original box or a padded jiffy bag, to reduce the likelihood of damage occurring. Royal Mail consider perfumes as hazardous goods, and therefore when dispatching, you will need to advise the post office that the contents of the package contain perfume. The post office will then apply an ID8000 label on the package to ensure it meets the correct requirements for dispatch.
How to return a product (Europe)
email us: returns@fragrancefractions.co.uk – we will then contact you to arrange your return.
All returns (UK & Europe) must be processed by contacting us first via email and this must be done prior to you sending any returns. You can contact our customer services team to advise if you have a return to make at returns@fragrancefractions.co.uk
