Pure Scented Returns Policy

At Pure Scented, your satisfaction is our priority. If you’re not completely happy with your purchase, our returns process is designed to be as simple as possible.

Eligibility for Returns

  • Time Frame: Most new, unopened items can be returned within 30 days of delivery for a full refund.
  • Condition: Items must be returned in their original packaging and condition. Opened or used items are not eligible unless defective or damaged upon arrival.
  • Exceptions: Custom orders or clearance items may not qualify for returns. Please check the product page for specific details.
  • Defective Items: Defects or damage must be reported within 48 hours of delivery, and photo evidence may be required.

Shipping Costs Deduction

If Pure Scented covered the shipping costs for your original order and the return is initiated for reasons not due to an error on our part (e.g., change of mind, incorrect order by the customer), the shipping cost we incurred will be deducted from your refund.

  • Deduction Details: The exact amount deducted will be outlined in your refund confirmation.
  • Acknowledgment: By initiating a return under these circumstances, you acknowledge and agree to this deduction policy.

How to Initiate a Return

  1. Contact Us: Use our contact form or call us at 01268 219806, providing your order number and reason for the return. Our team will issue a Return Merchandise Authorization (RMA) number and further instructions.
  2. Prepare Your Package: Securely package your item, including a copy of the invoice and the RMA number.

Return Shipping

  • Customer Responsibility: Return shipping costs are the customer’s responsibility unless the return is due to our error (e.g., defective or incorrect items).
  • Shipping Method: We recommend a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of untracked packages.

Refunds

  • Processing Time: Refunds are processed within 7–10 business days after we receive and inspect your return. Refunds will be issued to the original payment method.
  • Partial Refunds: Partial refunds may apply if the returned item is not in its original condition, is damaged, or is missing parts (not due to our error).

Exchanges

We do not offer direct exchanges. To exchange an item, please follow the return process and place a new order for the desired product.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us immediately via the contact form or phone. Provide your order number and product details, and we’ll arrange for a replacement or refund.

International Orders

  • Customs Charges: If customs charges are unpaid and the parcel is returned to us, we will refund your order minus shipping and return fees.
  • International Returns: Return shipping and customs charges are the responsibility of the returnee. Any customs fees we incur will be deducted from your refund.

Contact Us

If you have questions or need assistance with a return, please contact us via the contact form or call 01268 219806.