Returns, Refunds & Cancellation

Start with your order reference

Contact the team with your quotation or order reference, the affected item or service and a description of the concern. Photos may help with damaged or incorrect goods; do not send payment-card details or unnecessary identity documents.

Defective, damaged or incorrect goods

Report the issue promptly so the circumstances and appropriate remedy can be reviewed. Repair, replacement, refund or another remedy will depend on the facts, applicable law and agreed terms. Nothing in this policy excludes mandatory consumer rights.

Change of mind and samples

Any change-of-mind return option, sample arrangement or special-order condition must be explained before order confirmation. Do not assume an opened product is automatically excluded from a valid defect claim.

Return shipping

Request instructions before sending goods back. Fragrance may need an approved carrier and packaging. Responsibility for return costs depends on the reason, agreed terms and applicable law. Keep proof of shipment when a return is arranged.

Refunds

Where a refund is due, the team will confirm the amount, payment route and processing expectations in writing. Bank or payment-provider processing may affect when funds appear. This page does not set an unconfirmed blanket refund deadline.

Order and project cancellation

Request cancellation as soon as possible. The stage of fulfilment, completed work, documented third-party commitments, agreement and mandatory law determine any adjustment. For digital projects, cancellation and revision provisions should be included in the accepted scope.

Resolving concerns

If a concern remains unresolved, ask for a written review. Applicable statutory rights and relevant complaint channels remain available; a quotation cannot remove rights that cannot lawfully be excluded.