Refund policy

Refund & Replacement Policy

At Scented Samples, we take pride in delivering your orders safely and on time. If you experience an issue with your delivery, please review our policies below.

1. Missing or Delayed Orders

If your order hasn’t arrived within the estimated timeframe, please:
✔ Check your tracking link (sent in your shipping confirmation email).
✔ Look around your property or ask a neighbour if they accepted it on your behalf.

If you still cannot locate your order, contact us within 7 days of the stated delivery date so we can investigate.

Courier Investigations for Missing Orders

If an order is marked as delivered but you haven’t received it:

We will open an investigation with the courier, which may take up to 10 business days.
The courier may contact you for confirmation.
If misdelivery is confirmed, we will offer a replacement or refund.
If the courier confirms successful delivery, we may be unable to offer a replacement.

💡 Important: We cannot guarantee replacements if:

The delivery address was incorrect or incomplete.
The courier confirms successful delivery.
The claim is made more than 7 days after delivery.

2. Incorrect, Damaged, or Incomplete Orders

If your order arrives damaged, incorrect, or missing items, please contact us within 48 hours of delivery and provide:
📸 Photos of the package, including the shipping label.
📦 Photos of the damaged or incorrect items.

Once verified, we will offer:

A replacement (subject to stock availability).
A refund if a replacement is unavailable.

Claims submitted outside the stated reporting windows may not be eligible for replacement or refund.

3. Returns, Refunds & Cancellations

At Scented Samples, we want you to be completely satisfied with your purchase. If you need to return an item or request a refund, please review our policy below.

Returns

We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return.

To be eligible for a return:
✔ Your item must be unused, unopened, and in its original packaging with all seals intact.
✔ The item must be in the same condition as when you received it, with no signs of tampering.
✔ Returns must be requested before sending the item back - items returned without prior approval will not be accepted.

To start a return, please contact us at info@scentedsamples.co.uk.

If your return is accepted:

We will provide instructions on how and where to return the item(s).
For unwanted items or change-of-mind returns, shipping charges and the return shipping cost are non-refundable and will be deducted from any refund.
If you believe your item is faulty, we may ask for proof (e.g., photos) before authorising a return.

Returns After Forwarding or International Transfer

If an order has been forwarded, transferred, or transported outside the UK after delivery, any return must be sent back to us from within the UK and at the customer’s expense.

We’re unable to:

Accept responsibility for international return shipping costs
Cover customs fees, duties, or import charges
Arrange or reimburse return postage from outside the UK

Any risks associated with returning items from abroad, including delays, loss, or additional charges, remain the responsibility of the customer.

Refunds or replacements will only be considered once the returned items have been successfully received and inspected at our UK address.

For any return-related questions, feel free to contact us at info@scentedsamples.co.uk.

Cancellations

Cancellations must be requested within 1 hour of placing your order.
If a cancellation is requested after this time, we cannot guarantee it will be successful, as your order may already be processed or shipped.
Please contact us as soon as possible if you need to cancel an order.

4. Damages & Issues

Please inspect your order upon arrival. If you receive an item that is defective, damaged, or incorrect, contact us within 48 hours at info@scentedsamples.co.uk so we can assess the issue and make it right.

5. Exceptions & Non-Returnable Items

🚫 We do not accept returns on:

Sale items
Gift cards

Due to hygiene reasons, opened or used fragrance samples cannot be returned or refunded unless confirmed faulty.

We reserve the right to make the final decision on all replacement and refund requests.

6. Exchanges

If you need a different item, the fastest way to get what you want is:

Request a return for the original item.
Once the return is accepted, place a new order separately.

7. Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved or denied.

If approved, your refund will be issued to your original payment method within 10 business days.
Please note that banks and credit card companies may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund and you haven’t received it, please contact us at info@scentedsamples.co.uk.

8. Fraud Prevention & Repeat Claims

To ensure fairness for all customers:
🚨 Repeat missing item claims may require additional verification.
🚨 If we detect patterns of repeated loss or inconsistencies, we reserve the right to decline replacements.

🔹 This policy complies with the UK Consumer Rights Act 2015 and does not affect your statutory rights.
🔹 If you have any concerns, please contact info@scented.samples.co.uk, and we’ll be happy to help!

FAQs – Refunds & Replacements

❓ My order hasn’t arrived - what should I do?
📦 Please check your tracking link and ask neighbors or household members. If it still hasn’t arrived, contact us within 7 days of the delivery date.

❓ My tracking says “delivered” but I haven’t received my package.
📍 If your order is marked as delivered but you didn’t receive it:

We will open an investigation with the courier (may take up to 10 business days).
If misdelivery is confirmed, we will offer a replacement or refund.
If the courier confirms successful delivery, we may not be able to issue a replacement.

❓ What if my order is incorrect, damaged, or missing items?
📸 Contact us within 48 hours of delivery with photos of the package and items, and we will arrange a replacement or refund.

❓ Do you offer returns?
🚫 Due to hygiene reasons, we do not accept returns. Refunds are only provided if:

The courier confirms a failed delivery.
An item is damaged and a replacement isn’t available.
The product is faulty or not as described (under UK law).

❓ What if I’ve had a missing order before?
🚨 We track lost order claims. If multiple claims are made, we may require additional verification before issuing a replacement.

❓ How do I contact you?
📩 Email us at info@scentedsamples.co.uk for any issues, and we’ll be happy to assist!