Refund policy

Returns and Refunds Policy

Effective date: 25 September 2026

This policy explains your rights when purchasing from Sacred Fragrance. It does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Online purchases: cancellation and change-of-mind returns

You may cancel an online order within 14 days after the day you receive the goods, without giving a reason. To exercise this right, contact us within that period using a clear statement that you wish to cancel.

After notifying us, you must send the goods back within a further 14 days.

  • Items should be returned unused, with all original components and packaging, and handled only as reasonably necessary to inspect them.
  • You are responsible for arranging and paying the return postage for change-of-mind returns.
  • We recommend using a tracked postal service. You remain responsible for the returned parcel until it reaches us.
  • Please contact us before sending a return so we can provide the correct return instructions.

Refunds for cancelled online orders

We will refund the price paid and the cost of our least expensive standard delivery option. If you chose a more expensive delivery service, the additional delivery charge is not refundable.

We will issue the refund to the original payment method within 14 days after we receive the returned goods or evidence that you have sent them back, whichever occurs first. We may make a reasonable deduction if the value of the goods has been reduced by handling beyond what would be permitted in a shop.

Products excluded from change-of-mind returns

Change-of-mind cancellation rights do not apply where a statutory exception applies, including:

  • Personalised or custom-made products.
  • Sealed goods that are not suitable for return for health or hygiene reasons once unsealed, where that exemption applies. (e.g., Perfumes, body wash, moisturiser, lip balm, Hand Wash) for hygiene reasons.
  • Gift cards or vouchers.

These exclusions do not limit your rights if an item is faulty, damaged, incorrect or not as described.

Faulty, damaged, incorrect or misdescribed goods

If goods are faulty, damaged, incorrect or not as described, contact us as soon as possible. Under the Consumer Rights Act 2015, you may have a short-term right to reject faulty goods within 30 days. Depending on the circumstances and timing, you may instead be entitled to a repair, replacement, price reduction or refund.

We will arrange or reimburse reasonable return costs when the return is due to a fault or our error. We may request photographs or other information to help us resolve the issue.

In-store purchases

There is no automatic right to return an in-store purchase simply because you have changed your mind. Any discretionary exchange or refund for a non-faulty in-store purchase is subject to the product being unused, unopened and in its original packaging. Your statutory rights for faulty or misdescribed goods remain unaffected.

Exchanges

For eligible online purchases, contact us within 14 days of delivery if you would prefer an exchange. Exchanges are subject to stock availability. If an exchange is not available, we will process the return in accordance with this policy.

How to request a return

Contact us with your order number, the item you wish to return and the reason for the return:

We will confirm the return instructions and the appropriate return address. Please do not send an item back before contacting us.