Refund policy

What is your return process?

To start a return, you can contact us at info@exactaromas.co.uk. Please note that returns will need to be sent to the following address: 9 Muirfield Park, Hull, HU5 3JF, UK. 

We accept returns of perfumes within 30 days of purchase for either a refund or exchange. We understand customers may test a spray or two before returning, but we cannot accept bottles that have been used beyond this or outside our 30-day policy. Any bottles returned in such condition will be sent back to you. Please note, we do not accept returns on sample 5ml bottles.

If you purchased products as part of a bundle set, the entire set must be returned together for a refund. If you wish to keep part of the set, we can only offer an exchange, not a refund. For more details, please contact our Customer Services Team at info@exactaromas.co.uk.

For exchanges, we can only process this once per order.

Any free promotional items cannot be returned for a refund or exchange. If you received a free item with your order and you return items that bring your total below the qualifying threshold, you must also return the free item. If the free item is not returned, its full retail value will be deducted from your refund. All free items must be returned unused.

Please note that we do not cover the cost of return shipping. We highly recommend using a tracked postal service when sending goods back to us. If you email us and don’t see a reply, please remember to check your spam/junk folder.

Where is my exchange or refund?

Once your return has been sent, please check your tracking receipt to confirm delivery to us and send a copy of this receipt to us via email. Returns are typically processed within one week of receipt. We are not responsible for items lost by your courier during return transit.

 

Sale items

When purchasing products on special offers or discounts (e.g., buy 2 get 1 free or buy 1 get 1 at 50% off), all items from that promotion must be returned together for a full refund. If you choose to return part of the promotion (e.g., return one item but keep the other), the refund will be adjusted and prorated based on the original discounted price.