At A Scents of Scotland we carefully select all of our products to ensure that they are of the highest quality standards. We also take our time to make sure that any order you place is carefully packaged and arrives to you in pristine condition and in the time we expected. However, we understand that sometimes things don’t always go to plan, and we appreciate that when purchasing items online, you may later change your mind.
Our returns policy is really clear – if things aren’t to your satisfaction please contact us within 14 days of receiving your items, and we will do everything reasonably possible to make things right by offering a replacement, repair or refund. We’ve detailed some more information below.
To contact us about any issue, please fill out the contact form on the get in touch page
Incorrect item delivered / missing item
Please report any delivery issue to us within 14 days of your delivery date (or expected delivery date if your order has not arrived).
If we have accidentally missed an item from your delivery, we will arrange to send the goods to you immediately. If you’d prefer a refund, please just let us know and we will process this for you.
If your delivery has not arrived we will make all necessary enquiries with the delivery company to locate the parcel and keep you informed of a revised delivery timescale. Please do allow the full quoted delivery timescale before advising us that something may be wrong as we will not be able to query with our delivery companies until that time has passed. If in the unusual circumstance that your delivery is altogether missing, we will send the items again, or you may request a full refund.
Whilst we take the utmost care and attention in packing your order to ensure it is well protected on its journey to you, we understand that sometimes damage will occur in transit. If you open your order to find an item is damaged, please do report this to us as soon as possible and in any case within 14 days of receipt.
We will contact you to get all the information we need to either repair or replace the damaged item, or refund you the amount paid, and arrange for you to return the item where appropriate (at our expense).
Goods Not As Described
We take extreme care and time to ensure the product descriptions on our site are very detailed, however if you receive an item that isn’t as described, please let us know within 14 days of receipt. We will seek to put this right either by offering a refund or a replacement, and we will ask you to return the item to us in the original packaging and in its original condition, in a reasonable timescale of 28 days. We will cover any return postage costs.
If any item you buy from us is faulty or becomes faulty soon after purchase, please notify us as soon as you notice the fault, and in any case no later than 6 months from receipt (or according to any warranty period as specified on individual products). We are not able to accept liability for goods which have been with you for longer than this.
We will ask you to return the faulty item, and we will either repair or replace the item for you. You may also choose a full refund if you prefer.
Please note our products are not returnable/refundable in the following circumstances:
- Candles which have been lit
- Wax melts which have been partially or fully melted
- Reed diffusers which have been assembled
- If the products have become faulty due to user mishandling, accidental damage caused by you, or where you have attempted to repair a faulty item yourself.
- In interests of hygiene and for your protection we do not accept returns of, or refunds on, unsealed cosmetics, pierced earrings or jewellery sets containing earrings or real body jewellery unless the items are of unsatisfactory quality or unfit for purpose.
We trust you understand the integrity in this policy, however if you do have any queries before buying in confidence from us, please do not hesitate to get in touch and we will be happy to answer any questions you have.
Your Statutory Rights
All of our policies at A Scents of Scotland comply with our obligations under the Sale of Goods Act 1979, the Distance Selling Regulations and any other relevant legislation in Scotland.
If you do not advise us of any problem with your order or delivery within the required 14 day timescale, this will invalidate your right to request a refund or replacement.
Refunds will be processed as quickly as possible, and in any case within 14 days of notice (or return of goods where appropriate).
Also in accordance with the Distance Selling Regulations, you have the right to request a full refund should you wish to return your purchase for any reason within 14 days of receiving them, so long as the goods are returned in a new and unused condition, in its original packaging.