Refund policy

1. Returns – United Kingdom (UK Orders Only)

We accept change-of-mind returns from customers within the United Kingdom under this section. Returns from European Union customers are covered in section 2.

If you change your mind, you may request a return of unopened products within 14 days of delivery. After 14 days, we cannot accept change-of-mind return requests. This does not affect your rights if an item is faulty, damaged or incorrect (see section 6).

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 have received a faulty item, the wrong item, or one damaged in transit, please contact us via email as soon as possible. These cases are handled under section 6 below, in line with the Consumer Rights Act 2015.

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

Customers in the European Union may return unopened products within 14 days of delivery, on the same conditions as UK returns in section 1. The customer is responsible for arranging and paying for the return postage, including any customs paperwork required to send the item back to the UK. Once the return is received and inspected, we will refund the price of the item(s) and the original delivery charge (up to the cost of our standard delivery option to your country).

Change-of-mind returns are not accepted for orders to Iceland or any other non-UK, non-EU destination.

If any international order arrives faulty, damaged or incorrect, please contact hello@sotdunes.co.uk as soon as possible with photos, and we will arrange a replacement or a refund.

3. How to Request a Return

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.

For change-of-mind returns, 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

For faulty, damaged or incorrect items, we will cover the cost of returning the item.

Items returned without prior approval will not be accepted.

4. Inspection & Refunds

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 a change-of-mind return does not meet these conditions, the refund will be refused. This does not apply to items that are faulty, damaged or incorrect.

Processing Time:

• 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.

Iceland & other international orders: Since change-of-mind returns are not accepted, no standard refund timelines apply. Any exceptional cases are handled individually via email.

5. Lost, Damaged, or Delayed Parcels

Your order remains our responsibility until it is delivered to you (or to someone you have nominated to receive it). If your parcel is lost or arrives damaged, please contact us as soon as possible at hello@sotdunes.co.uk and we will arrange a replacement or a refund, and deal with the courier on your behalf.

Delivery timeframes are estimates. If your parcel is delayed, contact us and we will chase the courier for you. Delays caused by customs checks on international orders are outside our control.

6. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible at hello@sotdunes.co.uk.

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, and cover the cost of any return. Under the Consumer Rights Act 2015, you have 30 days from delivery to reject faulty goods for a full refund, and further remedies (repair, replacement or refund) after that. Nothing in this policy affects your statutory rights.

7. Non-Returnable Items

The following items cannot be returned for a change of mind:

• Opened, used or unsealed fragrances, including oils, attars, sprays and rollerballs
• Testers and decants
• Sale or clearance items
• Gift cards

This does not affect your rights if an item is faulty, damaged or incorrect.

8. Important Note – Retailer Disclaimer

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

All products we sell are genuine, sourced directly from the brands, their official distributors or established UK trade suppliers. If a product you buy from us is faulty, including a manufacturing defect, please contact us and we will put it right in line with your rights under the Consumer Rights Act 2015. Brands may occasionally update formulations or packaging, and how a fragrance performs – its longevity, projection and how it smells on your skin – naturally varies from person to person; these variations are not treated as faults.

Thank you for shopping with Scent of the Dunes.