Refund policy

Exceptions / non-returnable items

Our oils are used in toiletries and cosmetics.  We need to ensure that we send out products that conform to the IFRA statements.  As we cannot  guarantee that the oils have not been contaminated once they have been delivered we are unable accept returns for fragrance oils unless the wrong item was sent.

For non-oil products, to start a return, you can contact us at sales@fragranceoilsdirect.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@fragranceoilsdirect.co.uk.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Failed Delivery of Goods

Our courier will make attempt to deliver your parcel, leaving contact details, advising of a time for redelivery or to advise of the pick up point. If the courier is unable to deliver your parcel, the parcel will be returned to Fragrance Oils Direct Ltd. Upon receipt of the goods we will inspect and refund the cost of the goods excluding any courier and packaging costs, including courier admin costs and costs to return to sender.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

Items returned incomplete or damaged will not be refunded. Where an item has been opened a repackaging fee will be deducted from your refund. Minimum repackaging fee is £1.50 per item

 

Returns

You have the right to return an item when the wrong item is sent within 14 days from the day the parcel has been received.