Refund policy
Return & Refund Policy
Effective Date: 27 July 2026
At The Scent Avenue, we want you to be delighted with your purchase. We sell genuine, high-quality fragrances and comply with all applicable UK consumer protection laws.
Please read this Returns & Refund Policy carefully before making a purchase.
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1. Your Right to Cancel (UK Online Orders)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your online order within 14 days of receiving your goods, without giving a reason.
To be eligible for a refund:
* You must notify us within 14 days of receiving your order.
* You must return the item within 14 days of notifying us.
* The item must be unopened, unused and in its original sealed packaging.
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2. Hygiene & Sealed Products
For hygiene and quality assurance reasons, we cannot accept returns on:
* Opened perfume bottles.
* Products where the original seal or cellophane wrapping has been removed or damaged.
* Used or partially used fragrances.
This is in accordance with UK consumer regulations for sealed goods that are unsuitable for return once opened for hygiene and health protection reasons.
Please ensure you are happy with your selection before opening the product.
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3. Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or you receive the wrong item, please contact us within 48 hours of delivery.
Please include:
* Your order number.
* A description of the issue.
* Clear photographs of the item and packaging.
Where appropriate, we will offer:
* A replacement.
* A full refund.
* Store credit.
We may ask you to return the item before processing your claim.
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4. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved:
* Your refund will be processed to your original payment method.
* Refunds are usually completed within 5–10 working days, depending on your bank or payment provider.
Original standard delivery charges are refundable only where required by UK law or where the return is due to our error.
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5. Return Shipping Costs
If you are returning an item because you changed your mind, you are responsible for the cost of returning it.
If the item is faulty, damaged or supplied incorrectly, we will cover the reasonable return postage costs.
We recommend using a tracked delivery service, as we cannot be responsible for returns lost in transit.
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6. Non-Returnable Items
The following items cannot be returned:
* Opened perfumes or fragrance products.
* Products without their original packaging.
* Gift cards.
* Clearance or sale items marked as non-returnable (unless faulty).
* Personalised or customised products.
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7. How to Request a Return
Please contact us before returning any item.
Include:
* Your full name.
* Your order number.
* The reason for your return.
* Photographs if the item is damaged or incorrect.
Customer Support
The Scent Avenue
Email: thescentavenue.ldn@gmail.com
Business Hours:
Monday – Friday
9:00am – 5:00pm (GMT)
Once your return has been authorised, we will provide instructions for returning your item.
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8. Shopify Orders
Orders placed through our Shopify store are covered by this Returns & Refund Policy.
Refunds will be issued to the original payment method used during checkout, including Shop Pay, Apple Pay, Google Pay, PayPal, or debit/credit card, where applicable.
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9. Your Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK consumer protection legislation.