Refund policy
Return & Refund Policy
Last updated: August 2026
At Poppy Scents, we want you to be happy with your purchase. This policy explains your rights and our process for cancellations, returns, damaged products and refunds.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Cancelling an Online Order
If you purchase from us online, you may have a legal right to cancel your order within 14 days of receiving your goods, subject to certain exceptions under UK consumer law.
To exercise your cancellation right, please contact us within the applicable cancellation period and clearly tell us that you wish to cancel your order.
Once you have notified us of your cancellation, you must return the applicable goods within the required legal timeframe.
2. Fragrance and Perfume Oil Returns
For hygiene, safety and product-integrity reasons, we ask that fragrance and perfume oil products are returned unused, unopened and in their original condition and packaging wherever applicable.
Certain sealed products may not be eligible for cancellation once the seal has been broken where a legal hygiene or health-protection exception applies.
This does not affect your rights where a product is faulty, damaged, not as described or otherwise does not meet your statutory rights.
We cannot guarantee that you will personally like a fragrance. Individual fragrance preferences and how a scent develops on the skin can vary from person to person.
3. How to Request a Return
To request a return, please contact Poppy Scents through the contact details provided on our website.
Please provide:
- Your full name
- Order number
- Product you wish to return
- Reason for the return
- Photographs where the product has arrived damaged, leaking or otherwise defective
Please contact us before sending a product back so that we can provide the appropriate return instructions.
4. Damaged, Faulty or Incorrect Products
Please inspect your order when it arrives.
If you receive an item that is damaged, faulty, leaking, incorrect or not as described, please contact us as soon as reasonably possible.
Please include your order number and clear photographs of the product and packaging where appropriate.
Once we have reviewed the issue, we will provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a replacement, refund or other appropriate resolution.
5. Change-of-Mind Returns
Where you are exercising a statutory cancellation right for an eligible online purchase, the product should be handled only to the extent reasonably necessary to establish its nature, characteristics and functioning.
If the value of a returned product has been reduced because it has been handled beyond what would reasonably be permitted when examining it in a shop, we may be entitled to make an appropriate deduction from the refund, where permitted by law.
6. Return Postage
If you are returning an eligible product because you have changed your mind, you may be responsible for the direct cost of returning the product unless we state otherwise.
If a product is faulty, damaged, incorrect or not as described, we will handle reasonable return costs in accordance with your statutory rights.
We recommend obtaining proof of postage when returning an item.
7. Refunds
Once a return has been received and assessed, we will confirm the outcome of your return.
Where a refund is due, it will normally be issued to the original payment method.
Refund processing times may vary depending on your bank, card provider or payment provider.
Where you validly cancel your entire order under your statutory cancellation rights, any refund of the original standard delivery charge will be handled in accordance with applicable UK consumer law.
Additional delivery costs resulting from choosing a delivery method more expensive than our standard delivery option may not be refundable where permitted by law.
8. Samples and Promotional Items
Complimentary samples, free gifts and promotional items supplied at no additional charge are generally not independently refundable.
If a free gift formed part of a promotion linked to a qualifying purchase, we may require it to be returned with the relevant order where appropriate.
Your statutory rights in relation to faulty goods remain unaffected.
9. Sale and Discounted Products
Purchasing a product during a sale or using a discount code does not remove your statutory consumer rights.
Eligible sale products may therefore still qualify for cancellation or return in accordance with applicable law and this policy.
10. Exchanges
Where possible, we may offer an exchange for an eligible product.
If the replacement product is unavailable, we may instead provide a refund where appropriate.
11. Lost Return Parcels
Customers are responsible for ensuring that returns are appropriately packaged and sent using a suitable postal service.
We strongly recommend retaining proof of postage until your return has been completed.
12. Your Statutory Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict or replace rights you have under applicable UK consumer protection legislation, including rights relating to faulty, damaged, misdescribed or unsatisfactory goods.
Contact Us
If you need to request a return, report a problem with your order or ask a question about a refund, please contact us through the contact information provided on our website.
Poppy Scents
www.poppyscents.com