We want you to be completely satisfied with your order and we would hope to resolve any problems you may have. If, however, you are unhappy with your purchase we will exchange the item, issue a credit or refund you as per our return policy. Please refer to our ‘Terms and Condition’ below for more details.
Terms and Conditions
1. Customers have the right to cancel an order within 7 working days of receipt of goods. To qualify for refund/exchange, you must notify us within 7 working days of receipt of the goods and the returned goods must be received by us within 14 days of purchase. Customers must retain all original packaging, including the cellophane wrapper and the outer packaging to use if returning the goods. If the goods are incorrect, still the goods must be returned without removing the cellophane wrapper.
2. Customers are responsible for checking that goods are correct when they receive the goods without opening them or removing the cellophane wrapper. If you receive an item that is faulty or incorrect, you must notify us within 7 working days of receipt of goods and return the goods so as to reach us within 14 days of purchase of the goods.
3. Please contact us for a returns authorisation code prior to returning any item. We will not accept returned goods that are not accompanied by a returns authorisation code.
4. Where the customer exercises their right to cancel an order after processing of the order, only the product costs will be refunded upon receipt of returned goods.
5. All products returned in accordance with the above policy will be refunded or exchanged provided they have not been used or damaged. Postage costs will only be refunded if goods received were incorrect, faulty or damaged upon receipt. Photographic evidence may be required to support a claim.
6. Returned items should be sent by recorded delivery (Signed For), The Perfume Direct does not cover return postage costs for Special Delivery or any courier services.
7. Any returned items must be received by us within 14 days of purchase to qualify for a refund or replacement.
8. Any items damaged during return due to insufficient packaging will not qualify for refund or exchange.
9. In the rare event of a customer receiving an incorrect item, The Perfume Direct will, upon receipt of the returned incorrect item, send the correct item and refund the return postage. If the customer requires a fast replacement, The Perfume Direct will recharge the customer, send the correct item and on receipt of the returned incorrect item, refund the customer for the cost of their 2nd order and for their return postage.
10. Orders returned 'Not Called For' by Royal Mail or our courier will be refunded the cost of products only. Customers will be notified and the order will be cancelled. If they still require the item the customer will need to reorder.
Address for returning the goods:
The Perfume Direct
17 Bainbridge Road
Essex – RM9 5UU