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 (£2.75 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 receipt so we can put things right as quickly as possible. You may be asked to provide brief details or photographs of the issue to help us assess and resolve it efficiently.
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.
In the event of a faulty atomizer, we will send a replacement sprayer part free of charge, these are snap-fit and easy to replace.
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.
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
