- The goods are unused and in their original packaging
- You tell us that you wish to return the goods within seven working days from the date you receive them
- You return them to us within 14 working days from the date you receive them
When your order is packed prior to dispatch, we will include with it, a delivery note giving details of your order, including the description of each item and the quantity delivered. If for any reason the descriptions or quantities you receive are different to the delivery note, please contact us.
Returning Items to us
Step 1 - Should You Wish to Cancel Your Order
Should you wish to cancel your order, and we have not informed you that your order has been dispatched please inform us of your decision as soon as possible. This will prevent the goods being sent out to you and we can offer a refund more quickly, and without you having to return the order to us.
Should you wish to cancel an order after we have dispatched the order to you, you must inform us of this intention within seven working days following the date you receive the order. For example, if you receive the goods on Monday 1st, you must inform us of your decision to return them by Wednesday the 10th. You may inform us by emailing firstname.lastname@example.org.
Any notice you give after this period shall not be effective to entitle you to return your goods or receive a refund. Please note: We cannot accept any goods to be returned for refund if they have been used, or are in a condition other than sent to you originally.
Please provide full details of your name, goods you wish to return and your original customer order number quoted on the delivery paperwork or in the order section of the website. We will provide you with a Returns Authorisation Number (RAN) once you have contacted us.
Step 2 - Once You Receive Your RAN
Once you have received your RAN from our office, please complete the appropriate sections of the returns form included with your parcel. If possible, and to help us maintain our high standards of product quality and customer service, please indicate the reason you wish to return your goods. Please ensure the RAN is indicated clearly in the appropriate box. Please retain a copy of the returns details for your records.
Step 3 - Returning Your Goods
Please return your goods to the address on the Returns Form & goods should be returned, preferably by Royal Mail Recorded Delivery.
Please note, all parcels must be returned to us within 14 days of your receiving your goods originally.
Scented Guru will not accept responsibility for any goods returned by any other method than recorded delivery, or via a carrier company that requires a signature on delivery. In any event, Scented Guru cannot accept any returns that are sent in a condition other than they were received. Examples might be, but not limited to items that have been used or partially used or items where the packaging has been opened and damaged and/or tamper evident seals broken, unless the item has been deemed faulty or of unacceptable quality. Please ensure the package has been securely sealed and has been packed to prevent damage during transit, ideally in our original shipping materials. Please ensure the RAN number is clearly indicated on the returns paperwork.
You must retain your copy of the recorded delivery receipt for your own purposes and to provide proof if required that the item was returned. We will require this proof in the unlikely event that the returned goods do not reach us.
Step 4 - Returns Received by us
On receipt of your returns, we will examine them and an appropriate refund will be calculated. For goods returned as defective or due to incomplete or incorrect delivery we will refund the price you paid for the goods plus the cost of your recorded delivery.
If you return the goods for any other reason, we will refund the price you paid for the goods (including the initial cost of delivery), but not the cost of the recorded delivery postage. Refunds will only be made when the goods have been returned to our address above in the condition they were originally sent or when required by the Consumer Protection (Distance Selling) Regulations 2000.
If you cancel your order but do not return the goods to us within 14 days, we will be entitled to recover the goods from you along with any associated costs of recovering the goods from you. You should be aware that these costs may exceed the cost of returning the goods to us. Until such goods are returned to us, you are advised to take all reasonable care to ensure that the goods are stored safely to prevent damage to them.
Step 5 - Refunding Your Money
We will process your refund accordingly and advise you when the refund has been completed.
Refunds will be made via the same method used for the original payment. We reserve the right to postpone a refund until such time as the payment you have made has cleared our account which may take up to 10 working days from the date payment is initiated.
Your statutory rights remain unaffected.