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.

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Your 14-day right to cancel

• If you’re a consumer, you can cancel your order for any reason within 14 days of the day you receive it.
• Tell us by email at hello@purescented.com, by phone on 01268 944350, through our contact form or by post. You can use the model cancellation form in our Terms & Conditions, but you don’t have to.
• Send the items back within 14 days of telling us. If you’ve changed your mind, you pay the return postage.
• We refund the price and the standard delivery charge within 14 days of receiving the items back, or of you showing us proof of posting, whichever is sooner.
• We may reduce the refund if items have been handled more than was needed to check them.
• You can’t cancel for fragrance oil bottles with a broken seal (sealed for health protection and hygiene reasons), or for custom orders and blends made to your specification.

Our 30-day returns promise

• On top of your legal rights, unopened items in their original condition can be returned up to 30 days after delivery.
• For returns between day 15 and day 30 that aren’t due to our error, if we paid for your original delivery, that delivery cost will be taken off your refund. The amount will be shown on your refund confirmation.
• Dislike of a scent isn’t a fault. We recommend trying a 10ml size before buying larger sizes.

Faulty, damaged or wrong items

• If your order arrives faulty, damaged or not as described, or we send the wrong item, please contact us as soon as possible with your order number and photos.
• We’ll pay the return costs and arrange a replacement or refund. Under the Consumer Rights Act 2015 you can get a full refund within 30 days of delivery; after that, a repair or replacement, and if that doesn’t put things right, a refund or a price reduction.
• Nothing in this policy affects your legal rights.

How to return an item

• Contact us with your order number and the reason for the return. We’ll send you a returns number and instructions.
• Pack the items securely with a copy of your invoice and the returns number.
• Send them to: Pure Scented, Essex E-Liquid Ltd, Unit 6 Ilford Trading Estate, Paycocke Road, Basildon, SS14 3DR.
• We recommend a tracked service, as we can’t trace untracked parcels.

Refunds and exchanges

• Refunds go back to your original payment method.
• We don’t do direct exchanges. To exchange an item, return it and place a new order.

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.
• Return postage and any customs charges are your responsibility unless the item is faulty, damaged or wrong. Any customs fees we incur will be deducted from your refund.

Contact us

Questions about a return? Use our contact form, email hello@purescented.com or call 01268 944350 (Monday–Friday, 8am–4pm).