HF SCENTS
RETURNS & REFUNDS POLICY
Last updated: 10 August 2026
We want customers to be satisfied with their purchase from HF Scents. This policy explains how returns and refunds are handled for orders placed through hfscents.co.uk. Nothing in this policy affects your statutory rights under UK consumer law.
1. Change-of-Mind Returns – 15 Days
HF Scents offers customers a 15-day return window for change-of-mind returns. You must tell us that you wish to return your purchase within 15 calendar days of receiving your order. Change-of-mind return requests made after this 15-day period will not be accepted under our voluntary return policy.
Once you have notified us within the return period, we will provide the appropriate return instructions. This 15-day policy is intended to give customers at least the cancellation period normally available for online purchases under UK law.
2. Condition of Returned Products
For a change-of-mind return, please take reasonable care of the product while it is in your possession. The product should be returned with its original packaging and any supplied items where reasonably possible. We may make a lawful deduction from a refund if the value of the product has been reduced because it has been handled more than was reasonably necessary to inspect its nature, characteristics and functioning.
3. Return Delivery Charges
For a change-of-mind return, the customer is responsible for arranging and paying the direct cost of returning the product to HF Scents. HF Scents will not pay or reimburse the customer’s return postage or courier charge for a change-of-mind return.
We recommend using a tracked return service and keeping proof of postage until the return has been completed. The customer remains responsible for choosing an appropriate return method.
4. Faulty, Damaged or Incorrect Products
The 15-day change-of-mind limit does not remove or reduce your statutory rights. If a product is faulty, damaged, not as described, or you receive the wrong item, please contact us as soon as possible. Different legal rights and remedies may apply in these circumstances.
Where HF Scents is legally responsible for a faulty, damaged, misdescribed or incorrect product, we will not require you to bear return costs that the law requires us to cover. We may ask for reasonable information or photographs to help us understand and resolve the problem.
5. Refunds
Once the returned product has been received, or you provide acceptable evidence that it has been sent back where applicable, we will process any refund due in accordance with UK consumer law. Refunds will normally be made to the original payment method.
For a valid cancellation of an online order, any refund of the original delivery charge will be limited to the cost of the least expensive standard delivery option offered by HF Scents, where the law requires that delivery cost to be refunded. Any additional amount paid for a premium or faster delivery option does not have to be refunded beyond the standard delivery amount.
6. How to Request a Return
To request a return, contact HF Scents before sending the product back:
- Email: contact@hfscents.co.uk
- Please include your name, order number, the product you wish to return and the reason for contacting us.
Please wait for return instructions before sending your parcel. Do not send a return to an address that has not been confirmed for returns.
7. Your Legal Rights
This Returns & Refunds Policy is additional to, and does not replace, the rights and remedies available to consumers under applicable UK law. If any part of this policy conflicts with a mandatory consumer right, the applicable legal right will take priority.
8. Contact
HF Scents is operated by LUXURIOUS LONDON LTD.
Customer service: contact@hfscents.co.uk
General email: hfscentsuk@gmail.com