If you change your mind about your order or purchase, you have 14 days from the day of delivery to return your order. If 14 days have gone by since the receipt of your shipment, unfortunately we can’t offer you a refund or exchange. We are not responsible for delays caused by Royal Mail or other couriers when returning items. Returns are subject to the exclusions and restrictions listed below (please see ‘Non-Returnable Products’ below).
We handle the return of unwanted items at our discretion, and returns will only be considered for goods that are unopened, in their original condition, with all tags and packaging intact. All items are inspected upon return. Please note: the removal of item tags will be taken as evidence of a product’s use by you; the product cannot be returned in these circumstances. Products bought online cannot be exchanged and may only be returned for a refund. If you have received the order and all the items are correct and you simply wish to exchange, you will need to return the item(s) that you no longer require and complete a new order on our website with the items you want.
All items are inspected upon return. If through your handling the products have decreased in value, we may deduct the amount of such loss from the amount reimbursed to you. If you are returning your product by post, please include your personal details and the best way for us to get in touch with you; otherwise we will be unable to process your refund.
We monitor the number of returns being made by customers. Continued, or high numbers of returns within a short period, may be deemed by FRAGRANATIVE (in its sole discretion) to be evidence of a breach of these terms.
Please note, unless the goods are faulty or incorrect, you will be responsible for the cost of return delivery, as well as ensuring the goods arrive in perfect condition. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
This policy may be changed from time to time at our discretion.
Non-Returnable Products
The following products cannot be returned:
- Sale items
- Free gifts
- Promotional items
- Any other products designated as non-refundable at the time of purchase
Refunds (If Applicable)
We try and process all returns as quickly as possible for you to get your refund. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.
Any refunds will be refunded to the same payment method you used when you placed the order. Please note: the original delivery charges will not be included in your refund. If your duties and taxes were paid at your delivery destination, these charges are non-refundable through FRAGRANATIVE. Please note: you may be able to claim these charges back by contacting your local Customs office.
Receiving Refunds (If Applicable)
We try and process all returns as quickly as possible for you to get your refund, but please give us 7 days to process your return. You should receive a confirmation email when this is done. After this, it may take up to another 10 days for the money to get back to your payment method, as this depends on the banks' processes.
At certain times of the year, such as Christmas and public holidays, the processing time may be longer.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Exchanges (If Applicable)
In the unlikely event that goods should arrive damaged or faulty, we may provide a replacement item or refund as appropriate. Faulty or damaged issues must be reported within 48 hours of receipt of your order. The customer will be required to provide digital photographs and a confirmation statement that the item arrived damaged. This information will be used to file a claim with our courier. The customer will be required to cooperate with the courier and us in any resulting investigation. Please contact us immediately in the event of damage or fault.
If you have received the order and all the items are correct and you simply wish to exchange, you will need to return the item(s) that you no longer require and complete a new order on our website with the items you want.
