REFUND POLICY

Refunds, Returns & Delivery Policy

Fragrance of Arabia UK


Last updated: 28/07/2025

We are committed to providing high-quality products and excellent customer service. Due to the nature of fragrance oils and hygiene-sensitive products, please carefully review our terms before placing your order. These terms protect both you (the customer) and us (the seller) under UK Consumer Law.

UK Shipping

  • We provide Royal Mail Tracked 48 as a free standard shipping service for all UK orders.
  • Paid delivery upgrades (e.g., Royal Mail Tracked 24, Special Delivery) are available at checkout.
  • Orders placed before 2:00 PM (Mon–Fri) are usually dispatched the same day.
  • Orders placed after 2:00 PM, on weekends, or public holidays ship the next working day.
  • Delivery typically takes 2–4 working days for Tracked 48 (faster with paid upgrades).
  • Tracking information is always provided.

UK Returns

  • If you wish to return an unused item, you must notify us within 3 days of delivery and return it in its original, unopened, and sealed condition.
  • Return postage is the buyer’s responsibility, unless the item is faulty or misdescribed under the Consumer Rights Act 2015.
  • We recommend using a tracked postal service for returns, as we cannot be held responsible for items lost in return transit.

International Shipping

We ship worldwide using FedEx and DHL for safe and fast delivery.

  • Orders are dispatched within 1–2 working days.
  • Delivery usually takes 2–15 working days, depending on destination.
  • Full tracking is provided.

Customs, Duties & Buyer Responsibility

  • International customers are responsible for paying all import duties, taxes, or customs clearance fees required by their country.
  • If customs contact you, you must respond promptly.
  • If you refuse to pay charges, fail to provide documents, or do not collect your parcel:
    • If the parcel is returned, we will deduct original postage, return courier fees, and a £5 handling fee before issuing a partial refund.
    • If the parcel is destroyed or not returned, no refund will be issued.
  • This is consistent with INCOTERMS and the Consumer Rights Act 2015, where buyers are responsible for import compliance once the parcel leaves the UK.

Incorrect Address or Missed Delivery

  • It is the buyer’s responsibility to ensure their delivery address is complete and correct.
  • We are not liable for delays, loss, or returns caused by incorrect addresses or failure to collect a parcel.
  • If a parcel is returned to us:
    • You may pay for re-delivery, or
    • Request a refund minus shipping costs and a £5 handling fee, provided the product is returned in resaleable condition.
  • If the parcel is not returned, no refund will be issued.

Non-Returnable Products (Hygiene-Sensitive Items)

Due to the hygiene-sensitive nature of fragrance oils, returns are only accepted if:

  • The item is unopened, unused, and sealed in its original packaging.
  • You notify us within 3 days of delivery and receive return instructions.
  • Return postage is paid by the buyer (unless the item is faulty).

We cannot accept returns or refunds for:

  • Opened, tested, sprayed, or used products.
  • Personal dislike of the scent or “not what I expected.”
  • Comparisons to perfumes or oils bought from other sellers, countries, or designer brands.
  • Claims such as “smells different from before” or “not the same as designer fragrance.”
  • Fragrance strength or longevity complaints (as this varies individually).
  • Minor label, cap, or bottle variations.

Scent Perception & Assumptions

Fragrance oils are highly subjective, and scent perception varies between individuals due to skin chemistry, environment, and storage conditions.

  • Purchasing a fragrance oil without having smelled it before is done at your own risk.
  • Assumptions about a scent based on its name, marketing descriptions, or comparisons to designer fragrances do not guarantee an identical match.
  • A scent being “different from expected” or “not like another version purchased elsewhere” is not considered a fault or misdescription under the Consumer Rights Act 2015.
  • Natural variations between batches are normal and do not constitute grounds for return or refund.

Legal Note: Under the Consumer Contracts Regulations 2013, hygiene-sensitive goods are not eligible for return once opened. Under the Consumer Rights Act 2015, refunds are only legally required if goods are faulty, damaged, or factually misdescribed.

Damaged or Faulty Items

If your parcel arrives damaged or leaking:

  • You must notify us within 3 days of delivery.
  • Provide clear photo or video evidence on the same day of delivery showing the item and packaging.
  • The item must be unused and returned in its original packaging.
  • Once confirmed, we will offer a replacement or refund within 30 days.
  • Claims reported late or without evidence cannot be processed.

Order Cancellations

  • Orders can only be cancelled before dispatch.
  • If already shipped, our Returns Policy applies, and postage costs remain non-refundable.
  • Under the Consumer Contracts Regulations 2013, cancellation rights do not apply once a hygiene-sensitive item has been unsealed.

Evidence & Fraud Prevention

  • We require photo/video proof for any damage claims to process refunds or replacements.
  • Dishonest or fraudulent claims (e.g., false “item not received” disputes, returning used or tampered items, repeated baseless complaints) will result in:
    • Refusal of refund or future orders.
    • Reporting to Trading Standards, Action Fraud, courier companies, and payment providers for investigation.
  • This aligns with the Fraud Act 2006, which makes it an offence to dishonestly make false representations for financial gain.

Limitation of Liability

Once your order has been dispatched to the address provided, the responsibility for receiving or collecting the parcel lies with the buyer.
We are not liable for:

  • Missed deliveries, non-collection, or incorrect addresses supplied by the buyer.
  • Customs delays, fees, or refusal to clear parcels.
    Our liability is strictly limited to the value of the goods purchased, excluding shipping costs, unless required otherwise by law.

Chargeback Defence Clause

By placing an order, you agree to these terms.
Any disputes raised with PayPal, credit card providers, or banks will be defended using:

  • Proof of delivery tracking.
  • This published Refunds & Returns Policy, agreed to at checkout.
  • Evidence of product condition and compliance with UK Consumer Law.

Your Legal Rights

This policy does not affect your statutory rights under UK law. You are protected under:

  • Consumer Rights Act 2015 – for goods that are faulty, damaged, or factually misdescribed.
  • Consumer Contracts Regulations 2013 – which allows sellers to refuse returns on opened hygiene-sensitive products.
  • Fraud Act 2006 – protects businesses against fraudulent claims.
  • INCOTERMS – sets buyer responsibility for customs and import charges on international orders.

Contact Us

For all queries regarding returns, orders, or delivery:
📧 sales@fragranceofarabia.com