At Pure Scented, we are committed to ensuring your complete satisfaction with every purchase. If you are not entirely happy with your order, our returns policy is designed to make the process as easy as possible.

  1. Eligibility for Returns
  • Time Frame: You may return most new, unopened items within 30 days of delivery for a full refund.
  • Condition: Items must be returned in their original packaging and condition. Opened or used products are not eligible for returns unless they are defective or damaged upon arrival.
  • Exceptions: Certain items, such as custom orders or clearance products, may not be eligible for returns. Please check the product page for specific details.
  1. How to Initiate a Return
  • Contact Us: To start a return, please contact our customer service team by using the contact form with your order number and reason for the return. Our team will provide you with a Return Merchandise Authorization (RMA) number and instructions on how to proceed.
  • Prepare Your Package: Securely package the items to be returned, including a copy of the original invoice and the RMA number provided by our customer service team.
  1. Return Shipping
  • Responsibility: Customers are responsible for return shipping costs unless the return is due to an error on our part, such as a wrong or defective item being sent.
  • Shipping Method: We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item without tracking.
  1. Refunds
  • Processing Time: Once we receive and inspect your return, we will process your refund within 7-10 business days. The refund will be applied to your original method of payment.
  • Partial Refunds: In certain situations, only partial refunds may be granted (e.g., if items are not in their original condition, are damaged, or have missing parts for reasons not due to our error).
  1. Exchanges
  • If you wish to exchange an item for a different one, please follow the return process to send the original item back and place a new order for the replacement. We do not process direct exchanges.
  1. Damaged or Defective Items
  • If you receive an item that is damaged or defective, please contact us immediately using the contact form with your order number and details of the product. We will provide instructions on how to return the item and arrange for a replacement or refund.
  1. Contact Us
  • If you have any questions about our returns policy or need assistance with a return, please don’t hesitate to contact our customer service team using the contact form or call us at 01268 219806.
  1. International Orders
  • If you are outside the UK and you fail to pay customs charges to your customs agency and the parcel is returned, we will refund the order minus all shipping charges and return shipping charges.

If you are outside the UK and wish to make a return custom charges are the responsibility of the returnee, we will deduct from the refund any charges we receive.