Returns

This policy operates alongside our Terms & Conditions and your rights under the Consumer Contracts Regulations 2013.

If you’re unsure about anything, please contact us and we’ll guide you through your options.

1. Order Cancellations

Orders are processed quickly to ensure fast dispatch. For this reason, we’re usually unable to cancel or amend an order once it has been placed.

This does not affect your statutory right to cancel within 14 days of receiving your goods. Please refer to the Returns section below for details.

If you have any questions before ordering, we recommend getting in touch so we can help you choose with confidence.

2. Faulty or Damaged Items

If your order arrives damaged, leaking or not as described, please contact us within 14 days of delivery with your order number and where possible, a photo of the issue.

We’ll review this and provide an appropriate resolution, which may include a replacement, refund or partial refund depending on the circumstances.

3. Changed Your Mind? (Returns)

You have the right to cancel your order within 14 days of receiving your items.

To be eligible for a return, items must be unused, unopened where applicable and in resalable condition. Due to the hygiene-sensitive nature of fragrance products, we cannot accept returns of opened or used items unless they are faulty.

How to return your item:

1. Contact us with your order number to request a return. We’ll confirm eligibility and provide the next steps.
2. Repackage the items securely, ideally in their original packaging.

Send your return to:

Scent Index
C4 Goldbank Business Park
Wilton Road
Humberston
DN36 4AW
United Kingdom

You are responsible for return postage costs. We recommend using a tracked service, as we cannot accept responsibility for items lost in transit.

Once your return is received and inspected, refunds are processed to the original payment method within 14 days. Your bank or payment provider may take additional time to complete the transaction.

Important Notes

• Items must be unused and in resalable condition to qualify for a full refund.
• Opened or used items cannot be returned unless faulty.
• If returned items show signs of use or damage, a partial refund may be applied to reflect any loss in value.
• Refunds reflect the amount paid at checkout, including any discounts applied.

If you have any questions about your return, please contact us and we’ll help you through the process.

Last updated: May 2026