Refund Policy

Condition requirements for your returns to be accepted - 
  • Returns must be requested within 14 days of receiving your order. 
  • Item must be unused in original form in its original packaging

When we will not accept returns - 

  • You or the recipent (if gifted) don't like the fragrance you purchased,
  • Having opened the packaging and/or sprayed the fragrance.
  • The fragrance smells different to previous purchases. Variation between batches and/or reformulation is common in fragrances.
  • You opened the packaging and realised you mistakenly purchased the wrong fragrance.
  • You opened the packaging and for any other reason have now decided against your purchase. 
  • You have gone over the 14 day time frame for your return to be accepted.

PRE ORDERS CAN NOT BE CANCELLED OR RETURNED

Sale items can not be returned or cancelled.

All return costs are the buyers responsibility we will not be reimbursing or refunding any postage costs for both sending and returning. And there is a 15% admin/restocking fee with a return or cancellation.

Exchanges
Exchanges are only approved if the item you received is damaged or has a defect. The item also needs to be exchanged for the same item purchased. 

Fault/Defects 
Faults/Defects need to be reported to us within 48 hours of receiving the item. If its a visual defect we will need to see photographic evidence. If its a not working item for example fault with the spray mechanism then once we receive the item we will have the item tested for the fault described. 
You will be offered a exchange or a refund once we have received the faulty goods back and have examined them. 

Lost/Missing Parcels
If your order has gone missing we will send out a replacement free of charge. We do need to be told within 3 weeks of dispatch if your item has not arrived. If you contact us after this time frame we will not be able to trace the package and not be able to replace the item.
We are unable to process a refund for a lost item, we will always try replace it first. If after a second attempt for a unknown reason the package still doesn’t reach then we will refund.
We advise any order below £20 to be send via standard postage and any over £20 with a signed for postage. You must provide us with a proof of postage receipt. If you do not a refund will not be processed.
Please do label with a fragile sticker to ensure it arrives safely to us. If the item arrives back damaged we will be unable to process a refund.
If your parcel has got lost due to a customer giving a incomplete/wrong address and we get the package back they would need to re pay for postage for it to be sent out. If we do not receive it back no refund will be given.


Contact us
For a refund please email us on Info@imperialfragrancesuk.com