Last updated: 9th December, 2025

For any questions, please contact: hello@sotdunes.co.uk

1. Returns – United Kingdom (UK Orders Only)

We accept returns for customers within the United Kingdom only.

You may request a return within 14 days of receiving your order. After 14 days, we cannot accept any return requests.

To qualify for a return, the item must be:

• Completely unused and unopened
• In original condition with all packaging intact (cellophane, caps, inserts, boxes, seals)
• Undamaged and free from any signs of use
• Returned with valid proof of purchase

Important:
For hygiene and safety reasons, opened, used, sprayed, or unsealed fragrance items (including oils, sprays, attars, rollerballs, testers, and decants) are strictly non-returnable.

If you believe you have received a defective item, the wrong item, or one damaged in transit, please contact us via email. These cases are reviewed individually and handled in line with our commitment to customer satisfaction and applicable UK consumer laws.

2. Returns – European Union (EU), Iceland & International Orders

Returns are not accepted for orders outside the UK at this time.
This includes:

• European Union (EU)
• Iceland
• All other non-UK destinations

However, if an international order arrives damaged or incorrect, customers are encouraged to contact hello@sotdunes.co.uk. We will review the situation and attempt to assist where possible.

All overseas sales are considered final.

3. How to Request a Return (UK Only)

To start the return process:

Email hello@sotdunes.co.uk with:

• Your order number
• The item(s) you wish to return
• The reason for the return

Once reviewed, we will send you return instructions.

UK customers are responsible for:

• Arranging the return shipping
• Paying for a tracked return postage label
• Retaining proof of postage until the return has been processed

Items returned without prior approval will not be accepted.

4. Inspection & Refunds (UK Only)

Once your return is received, we will inspect the item.

A full refund will be issued only if:

• The item is unused, unopened, and undamaged
• All original packaging is intact
• The product is in fully resellable condition
  

If the item does not meet these conditions, the refund will be refused.

Processing Time (UK):

• Return Instructions:
  Sent once the return request is approved.
  
• Inspection Time:
  Up to 3 days after the returned item is received.
  
• Refund Issuance:
  Approved refunds are processed to the original payment method through Shopify.
  

The time it takes to appear depends on the customer’s bank or payment provider.

EU, Iceland & International:
Since returns are not accepted, no standard refund timelines apply.
Any exceptional cases are handled individually via email.

5. Lost, Damaged, or Delayed Parcels

Once an order has been dispatched, responsibility for safe and timely delivery transfers to the courier.

Scent of the Dunes is not liable for:

• Parcels lost by the courier
  
• Items damaged during transit
  
• Delivery delays caused by the courier or customs
  

Any delivery issues must be raised directly with the courier.
We will assist where possible by providing the information needed for your claim.

6. Damaged or Incorrect Items (UK Only)

If your UK order arrives damaged or incorrect, you must notify us within 48 hours of delivery.

Please provide:

• Clear photos of the affected item(s)
  
• Photos of the packaging (inside and outside)
  

If the issue is confirmed, we will arrange either a replacement (subject to stock availability) or a refund.

7. Non-Returnable Items

The following items cannot be returned:

• Opened or used fragrances
  
• Oils, attars, sprays, rollerballs, testers, and decants
  
• Sale or clearance items
  
• Gift cards
  

8. Important Note – Retailer Disclaimer

Scent of the Dunes is a retailer, not the manufacturer.

All products we sell are sourced directly from official brands or authorised distributors.
We are not responsible for manufacturing defects, formulation differences, packaging variations, or scent performance, which remain the responsibility of the respective brands.

Thank you for shopping with Scent of the Dunes.