Refund policy

Return & Refund Policy – Sacred Fragrance

(Compliant with the UK Consumer Rights Act 2015 & Consumer Contracts Regulations 2013)

At Sacred Fragrance, we are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, we offer returns and refunds in accordance with UK consumer law.

Your Right to Cancel & Return

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order and request a refund within 14 days of receiving your goods, provided the items are unused and in their original packaging.

  • If you choose to cancel your order, you must notify us within 14 days of receiving the goods.
  • You then have an additional 14 days to return the products.
  • A full refund, including the original standard delivery cost, will be issued once we receive the returned items.
  • You are responsible for the return shipping costs unless the item is faulty or incorrect.

Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, if an item is faulty, damaged, or not as described, you have the right to:

  • A full refund if reported within 30 days of receiving the product.
  • A replacement or repair if the fault occurs after 30 days but within 6 months of purchase.
  • If a repair or replacement is not possible, you may be entitled to a partial or full refund depending on the circumstances.

Conditions for Returns

To qualify for a return, items must:

  • Be unused, unopened, and in original packaging (unless faulty).
  • Be returned with proof of purchase (order confirmation email or receipt).
  • Not be custom or personalised items, which are non-refundable unless faulty.

How to Initiate a Return

  1. Contact us at [Your Contact Email] with your order number and reason for return.
  2. We will provide instructions on how to return your item.
  3. Securely package the product and send it to the provided return address.
  4. Once received and inspected, refunds will be processed within 7 business days back to your original payment method.

Exchanges

If you wish to exchange an item for a different product, please contact us within 14 days of receiving your order. Exchanges are subject to stock availability.

Refund Processing Time

  • Once your return is received and inspected, we will notify you of the refund approval.
  • Refunds will be processed within 7 business days back to your original payment method.
  • Depending on your bank or payment provider, it may take additional time for the refund to reflect in your account.

Non-Refundable Items

  • Personalised or custom-made products unless faulty.
  • Used or opened personal care products (e.g., body wash, beard oils, lip balm) for hygiene reasons.
  • Gift cards and promotional items.

For further assistance, please contact our customer service team at customerservices@sacredfragrance.com.