Refund policy
Returns & Refund Policy
Last updated: 13 August 2026
We want you to be happy with your purchase. If you have any issue with your order, please contact us and we will do our best to resolve it.
This Returns & Refund Policy applies to purchases made through the Star Scent Shop online store and is subject to your statutory rights under UK consumer law.
1. Your Right to Cancel
If you are a consumer purchasing from us online, you generally have the legal right to cancel your order within 14 days from the day you receive your goods, without having to provide a reason.
After notifying us that you wish to cancel, you normally have a further 14 days to return the goods to us.
To exercise your right to cancel, please contact us at:
Email: starscent9@gmail.com
Please include your order number and clearly state that you wish to cancel your order.
2. Condition of Returned Perfumes
Perfumes and fragrance products may be subject to hygiene restrictions.
If a perfume or other fragrance product is supplied sealed for health or hygiene reasons, the statutory right to cancel may no longer apply once the seal has been broken or the product has been opened.
We therefore recommend that customers inspect the product and its external packaging without opening or using the fragrance if they are considering returning it.
Where the product has been opened or used, we may be unable to accept a change-of-mind return where the law permits this restriction.
This does not affect your statutory rights if the product is faulty, damaged, not as described, or otherwise does not conform to the contract.
3. Faulty, Damaged or Incorrect Items
If your item arrives:
- damaged;
- faulty;
- defective;
- materially different from its description; or
- different from the item you ordered,
please contact us as soon as possible at starscent9@gmail.com.
Please provide your order number and, where possible, photographs showing the issue and the condition of the packaging.
We will assess the issue and provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.
Nothing in this policy limits or excludes any statutory rights you have under UK consumer law.
4. Change-of-Mind Returns
For eligible change-of-mind cancellations, the returned product should be kept in its original condition and packaging where reasonably possible.
You are responsible for taking reasonable care of the goods while they are in your possession.
If the value of the goods has been reduced because they have been handled beyond what would reasonably be necessary to inspect them, we may be entitled to make a deduction from the refund where permitted by law.
Where a sealed fragrance product has been opened and the applicable hygiene exception applies, the cancellation right may no longer be available.
5. Return Postage
Where you are cancelling an eligible online order because you have changed your mind, you are generally responsible for the direct cost of returning the goods, unless we have agreed otherwise or the law requires us to cover the cost.
If an item is faulty, damaged, incorrect or otherwise does not conform to the contract, we will deal with the return in accordance with your statutory rights.
6. Refunds
Once we have received the returned goods, or you provide evidence that you have returned them, we will process any refund you are legally entitled to without undue delay.
For a valid cancellation, refunds will normally be made using the original payment method.
Where required by law, we will refund the cost of standard delivery. If you selected a more expensive delivery option, we are generally only required to refund the amount equivalent to the least expensive standard delivery option available.
7. Exclusions
Nothing in this policy removes or restricts rights that cannot legally be excluded.
In particular, we will not refuse a valid claim simply because our standard return period has expired where you have a separate statutory right relating to goods that are faulty, not as described, or otherwise fail to meet the requirements of UK consumer law.
8. How to Request a ReturnTo request a return or cancellation, contact:22 Corwen Close
Blackburn
BB1 8HZ
United Kingdom
Email: starscent9@gmail.com
Please include:
- Your full name
- Order number
- The product(s) you wish to return
- Reason for return, if applicable
- Photographs if the item is damaged or faulty
We will provide any further return instructions required.
Please do not send a return to this address until we have confirmed the return instructions with you.
9. Statutory Rights
This policy is intended to comply with applicable UK consumer protection legislation, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
Your statutory rights are not affected by this policy.
If any provision of this policy conflicts with a mandatory legal right, the mandatory legal right will prevail.
10. Contact Us
If you have any questions about returns or refunds, please contact us:
Email: starscent9@gmail.com