RETURN AND REFUND ASSURANCE

In any case that necessitates a product return, we apologise in advance for any inconvenience caused and are committed to continual improvement. Due to the unique nature of our products, returns are not typically recommended. However, to prioritise your satisfaction, we offer a 14-day return policy under specific conditions.

To safeguard against fraud and counterfeit items, specific conditions must be met for returns, including providing photographs or videos of the item's condition. If you have questions about our products, feel free to reach out anytime.

ITEMS ELIGIBLE FOR RETURN

Condition:
Items must be returned in their original, unused condition, sealed, and in their original packaging. Due to the nature of home fragrances, we cannot accept returns of opened or used items.

Timeframe:
Returns must be initiated within 14 days of receiving your order.

Exceptions:
If incorrect shipping information (such as address or email) is provided, returns cannot be guaranteed, especially if the item is delivered to someone else.

Items purchased during sales, with promotional discounts, coupons, or gift cards are not eligible for returns.

For international orders shipped outside of the UK, returns are not possible due to customs and regulatory constraints.

SIMPLIFIED STEPS FOR A HASSLE-FREE RETURN

1. Document the Condition:
   Take clear photos or a short video of the damaged item and the packaging. Make sure the shipping label with tracking number is visible in at least one photo, as carriers (such as UPS) require this to process a claim quickly.
2. Contact Us:
   Send an email with your documentation attached. Please include: Your name, Order ID, Proof of purchase.
   
   Email Template for Faster Return Process:
   • Your Name:
   • Order ID:
   • Reason for Return:
   • [Attach photo/video of product and packaging, including shipping label with tracking number]
   • [Attach proof of purchase]
3. Review and Approval:
   Submissions are reviewed within 1-3 business days.
4. Return Label Issuance:
   Upon approval, a return label will be emailed to you. Refunds are processed immediately but may take 7-10 business days to reflect in your account.
5. Return Packaging:
   Seal the item securely with the provided return label and arrange for courier pickup. We will coordinate the pickup for your convenience.

RETURN SHIPPING COSTS

If you’ve received a damaged or incorrect item, we’ll cover the return shipping cost. However, to minimise unnecessary returns, reduce waste, and ensure fairness for all customers, return shipping costs will be the customer’s responsibility in cases such as: To ensure fairness for all customers and prevent misuse or fraudulent claims, return shipping costs will be the customer’s responsibility in cases such as:

• Providing incorrect shipping details
• Refusing to accept delivery without a valid reason
• Any other reason unrelated to product quality or damage
• Items purchased during sales, promotions, with coupons, or using a gift card

A payment link for the return shipping fee will be provided before proceeding with the return.

By understanding these policies, you help maintain a smooth shopping experience while supporting sustainable and ethical practices.

HANDLING FAULTY ITEMS

If you receive a damaged or defective item, contact customer service immediately. You can choose between a full refund or a replacement item.

Potential Risks That May Cause Delays or Non-Delivery

Incorrect Shipping Information
Errors in shipping or contact details may result in lost or undeliverable packages, with refunds not guaranteed. To prevent issues, double-check all information at checkout to ensure accurate delivery.

Once an item has been dispatched, recovery cannot always be guaranteed. While assistance will be provided in locating the package, a refund may not be possible if the issue is due to incorrect information.

Import Taxes and Duties
For orders outside the UK, import taxes and duties may apply. Unpaid customs charges remain the customer’s responsibility. If additional fees are required, the local customs office or carrier will typically provide notification.

To avoid delays, ensure contact details are up to date for any customs-related updates. If customs duties go unpaid and result in a failed delivery or package return, a refund cannot be issued. Items shipped internationally remain beyond Airy Fragrances’s control once they arrive in the destination country. Additionally, return shipping costs will not be covered or accepted.

Placing an order confirms that these policies have been read, understood, and agreed upon. Non-compliance may result in delays or loss of eligibility for refunds.