Refund policy

Returns and refunds

We want you to love your fragrance. If you change your mind, you can cancel your order or return it within 30 days of the day you receive it. That's longer than the 14-day cancellation period required by EU law, and it includes your legal right of withdrawal set out below.

How to return an item

  1. Email us at help@thescentreserve.com within 30 days of delivery. Tell us your order number and that you'd like to cancel or return your order. You can use the model withdrawal form below, but you don't have to.
  2. We'll reply with confirmation and the address to send it to.
  3. Send the item back to us within 14 days of telling us. Please use a tracked service and keep your proof of postage.

Returns go to our UK warehouse. We'll email you the address when we confirm your return.

You pay the cost of sending the item back. Please package it securely; perfume is a liquid and may be restricted by some postal services, so check with your carrier before sending.

Condition of returned items

Please return items in their original packaging. You're responsible for any reduction in the value of an item caused by handling it beyond what's needed to establish its nature, characteristics and functioning, and we may deduct that amount from your refund.

Damaged, faulty or wrong items

Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, email help@thescentreserve.com within 14 days of delivery with your order number and a photo of the item and packaging, and we'll put it right. This does not affect your statutory rights.

Your right of withdrawal (EU consumers)

Right of withdrawal

You have the right to withdraw from this contract within 30 days without giving any reason. The withdrawal period expires 30 days after the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods. If your order is delivered in separate parcels, the period runs from the day you receive the last one.

To exercise the right of withdrawal, you must inform us, Scent Reserve Ltd, Unit 1 Arkwright Way, Queensway Industrial Estate, Scunthorpe, DN16 1AL, United Kingdom (company number 14300671), email help@thescentreserve.com, of your decision to withdraw from this contract by an unequivocal statement (for example, an email). You may use the model withdrawal form below, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (except for any supplementary costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods to the address we give you by email without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Scent Reserve Ltd, Unit 1 Arkwright Way, Queensway Industrial Estate, Scunthorpe, DN16 1AL, United Kingdom (company number 14300671), help@thescentreserve.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.

Refunds

Once your return arrives, we'll inspect it and email you to confirm. Approved refunds go back to your original payment method within 14 days of us receiving the item (or your proof of postage, if earlier). Your bank may take a few extra days to show it.

Questions? Email help@thescentreserve.com.