Refund policy

Return and Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be unused, unopened and in the same condition that you received it, with its original packaging. You’ll also need your receipt or proof of purchase.

To request a return, please contact us at customerservice@qiascents.com and include your order number in the subject line of your email, for example:

Return Request – Order #1234

If your return is accepted, we’ll provide instructions on how and where to send your package.

Unless the item is faulty, damaged, incorrect or otherwise covered by your statutory rights, you are responsible for arranging and paying the cost of returning the item to us.

Please do not send items back to us without first requesting a return, as unauthorised returns may not be accepted.

You can contact us at customerservice@qiascents.com with any questions about a return.

Damages and incorrect items

Please inspect your order when it arrives and contact us as soon as possible if your item is defective or damaged, or if you receive the wrong item.

Please include your order number and, where possible, photographs showing the issue so that we can review it and work to put it right.

Where goods are faulty, damaged or incorrect, your rights under applicable consumer law are not affected.

Opened or used fragrance products

For hygiene and product integrity reasons, fragrance products that have been opened, used or had their protective seal removed may not be eligible for return, except where the product is faulty, damaged or your statutory rights otherwise apply.

Exceptions

Certain items may not be eligible for return, including personalised or custom-made products and gift cards.

Please contact us if you have questions about whether a particular item can be returned.

This policy does not affect your statutory rights.

Exchanges

If you would like a different product, the simplest option is to return the eligible item you have and, once the return has been accepted, place a separate order for the new item.

Cancellation rights

Where applicable under UK or other relevant consumer law, you may have a legal right to cancel an online order within 14 days of receiving your goods.

These statutory rights are separate from our 30-day returns policy and are not affected by this policy.

Refunds

We’ll notify you once we’ve received and inspected your return and let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please allow time for your bank or card provider to process the refund.

If you have not received your refund after 15 business days from the date we confirmed it was approved, please contact us at customerservice@qiascents.com and include your order number.