Refund policy

Returns and Refund Policy

We hope you are completely satisfied with your Parfum House order. If you need to request a return, please read the policy below.

Returns

You may request a return within 14 days of receiving your order.

To be eligible for a change-of-mind return, the product must be unused, unopened, undamaged and returned in the same condition in which it was received. Any seals or protective packaging must remain intact.

Because fragrance samples and decants are prepared in small containers, products that have been opened, sprayed, used or altered cannot normally be accepted for a change-of-mind return. This does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or not as described.

Starting a Return

To request a return, email sales@parfumhouse.co.uk within 14 days of receiving your order.

Please include:

  • Your full name
  • Your order number
  • The product you wish to return
  • The reason for the return
  • Photographs if the product arrived damaged, faulty or incorrect

Please wait for return instructions before sending your order back.

Return Postage

Customers are responsible for the cost of returning change-of-mind purchases. We recommend using a tracked postal service because we cannot be responsible for returned parcels that are lost in transit.

If your order arrived damaged, faulty, incorrect or not as described, please contact us before returning it. Where appropriate, we will provide return instructions and cover reasonable return postage costs.

Damaged, Faulty or Incorrect Orders

Please inspect your order when it arrives. If an item is damaged, faulty, incorrect or missing, contact sales@parfumhouse.co.uk as soon as possible.

Please provide your order number and clear photographs of the item and packaging. We will assess the issue and arrange an appropriate replacement, refund or other resolution.

Cancellations

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at sales@parfumhouse.co.uk.

We will try to stop the order before dispatch, but this cannot be guaranteed. If the order has already been dispatched, it may need to be returned in accordance with this policy.

Refunds

Once a return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. We aim to process approved refunds within five working days. Your bank or payment provider may require additional time to display the refund in your account.

Original delivery charges are not normally refundable for a partial return or change-of-mind return, except where required by law. Any premium delivery amount paid above the cost of standard delivery may not be refundable.

Exchanges

We do not currently offer direct exchanges. If you would like a different product, please return the eligible item for a refund and place a new order.

Non-Returnable Items

The following items cannot normally be returned for a change of mind:

  • Fragrance samples or decants that have been opened, sprayed or used
  • Products returned without their original packaging
  • Products damaged after delivery
  • Gift cards
  • Products specifically personalised for the customer

These restrictions do not affect your statutory rights where goods are faulty, damaged, incorrectly supplied or not as described.

Contact

For all return, refund or order enquiries, contact:

Parfum House
Email: sales@parfumhouse.co.uk