Terugbetalingsbeleid

We want you to love your new scent. If it's not quite right, you can return it for a full refund or exchange within 30 days of delivery. No awkward questions.

How you're able to try it before deciding depends on what you've bought.

Perfumes, aftershaves and rollerballs

Fragrance is personal, and you can't tell whether something suits you from a description. So a few test sprays are absolutely fine. Wear it, live with it for a day, see how it settles.

We just ask that the bottle hasn't been heavily used and comes back in its original packaging.

Candles, reed diffusers and car fragrances

You're welcome to open these and have a smell before you decide. Take the stopper or lid off, see what you think, then put it back on.

Beyond that, the product needs to be unused: candles unburned, diffusers not yet set up. And the stopper or lid has to come back with it, since we can't process the return without it.

What we can't accept

  • Anything returned more than 30 days after delivery
  • Perfumes, aftershaves or rollerballs that have been heavily used
  • Home fragrance that has been used rather than simply opened and sniffed
  • Items returned without their original packaging, stopper or lid
  • Gift cards

If something arrives damaged or faulty

Get in touch within 30 days and we'll put it right with a replacement or a full refund. You won't be out of pocket for return postage on a faulty or damaged item.

If your parcel arrives damaged in transit, a photo helps us sort it faster.

How to start a return

Get in touch via our contact page with your order number and we'll take it from there.

Please don't send anything back before contacting us, and please don't return items to the manufacturer.

[CONFIRM: who pays return postage on a change-of-mind return, and whether TEV provides a prepaid label]

Refunds

Once your return reaches us we'll inspect it and email you to confirm. Approved refunds go back to your original payment method within [CONFIRM: number] working days, though your bank or card provider may take a little longer to show it.

If you're expecting a refund and it hasn't appeared, check with your bank first, then get in touch and we'll chase it.

Exchanges

Prefer to swap your fragrance for a different one? Tell us when you get in touch and we'll arrange it rather than processing a refund.

Your legal rights

This policy sits alongside your rights under UK consumer law and doesn't replace them.

If you're in the UK or EU, you have a legal right to cancel a distance purchase within 14 days of receiving it, and a further 14 days to send it back. You also have rights if goods are faulty, not as described, or unfit for purpose. Our 30-day guarantee is offered in addition to those rights, not instead of them.

Questions

We'd rather sort a problem than lose a customer. Contact us and we'll get it sorted for you.