We want you to be happy with your fragrance. This page explains your legal rights and the additional goodwill returns window we offer on top of them.
Your statutory right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To exercise this right, tell us clearly within that period through our contact page. You then have a further 14 days to return the goods to us.
Our 30-day goodwill returns window
In addition to your statutory rights, we accept returns of unopened, unused items in their original sealed packaging for 30 days from delivery. This is a voluntary policy we offer on top of the law, not a replacement for it.
Important: sealed goods and hygiene
Perfume is a sealed hygiene product. Under regulation 28(3)(b) of the Consumer Contracts Regulations 2013, the right to cancel does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons if they have been unsealed after delivery.
In practice this means: once the cellophane, box seal or bottle cap seal has been broken, we cannot accept the item back unless it is faulty, damaged or not what you ordered. Please check you have the right fragrance before you unseal it. If you are unsure which scent to choose, message us first — we would much rather help you pick correctly than process a return.
This exclusion does not affect your rights if the item is faulty, damaged in transit, misdescribed, or different from what you ordered. Those rights always apply.
Faulty, damaged or incorrect items
If your item arrives damaged, leaking, faulty or is not the product you ordered, contact us within 48 hours of delivery with photographs. We will arrange a replacement or a full refund including any delivery costs, and we will cover the return postage. Under the Consumer Rights Act 2015 you have 30 days from delivery to reject faulty goods for a full refund.
How to start a return
- Message us through the contact page with your order number and the reason for return.
- We will confirm the return address and give you a returns reference.
- Pack the item securely in its original packaging and send it back within 14 days of telling us.
Please do not send anything back before contacting us — unannounced returns can go astray and we may not be able to match them to your order.
Return postage
For a change-of-mind return, you pay the return postage. We recommend a tracked service — until the item reaches us it remains your responsibility, and we cannot refund a return we never receive.
For a faulty, damaged or incorrect item, we pay the return postage.
Refunds
Once we have received and inspected your return we will process your refund within 14 days, to the original payment method. Your bank or card issuer may take a few further working days to show it.
Where you cancel under your statutory 14-day right, we refund the price of the goods plus the standard outbound delivery cost. As our UK delivery is free, this will normally be the price of the goods.
We may reduce your refund to reflect any loss in value caused by handling the goods beyond what is necessary to establish their nature and characteristics.
Items we cannot refund
- Fragrances whose seal has been broken, unless faulty, damaged or misdescribed.
- Items returned after the 30-day goodwill window without a prior statutory cancellation.
- Items returned damaged because of inadequate return packaging.
Nothing here affects your legal rights
This policy sits alongside your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. It does not limit them. If you are unhappy with how we have handled a return, contact us first — and if we cannot resolve it, you can seek advice from Citizens Advice.
Royal Scents, Tramway Offices, 901 Mellor Street, Rochdale, OL12 6AA, United Kingdom.
Last updated: 26 July 2026.