Returns Policy

Who pays for the return/ exchange postage?

Any postage and handling cost associated with returns/ exchanges is the responsibility of the customer, unless the products were incorrect or delivered in a damages state.

When we have received your returned goods and checked the products, we will notify you via email. Once the return has been approved you will be refunded the product price and return delivery price or allowed to exchange the product. If the product you wish to exchange the returned product for has a lower price we will refund you with the difference, if it has a higher price you will be required to settle the cost. Refunds and settlement costs will be made via Paypal.

How do I return/ exchange an item?

You can return your goods via the Post Office. Please ensure items are adequately packaged and labelled and your completed Returns Form is enclosed. You must complete the following steps for the return/ exchange to be accepted:

1. Notify us of the fault by emailing us at mail@quintescents.co.uk

2. Complete the Returns Form, which can be down loaded by clicking on the link at the bottom of this page. The completed section of the Return Form must be included with the goods along with the original copy of the receipt for the return postage cost.

3. Take the parcel to a Post Office and complete a Certificate of Postage. You must retain the Certificate of Postage until the refund is processed.

*Please allow up to 14 days for exchange, refund or store credit to be processed.

Acceptable Returns

Once received, goods which are not of satisfactory quality due to an inherent fault (manufacturing defect) or damaged during delivery or even not as described due to an error made on our behalf, may be returned for a full refund, exchange or store credit. Simply return the items, in their original condition and packaging with the completed Returns Form within 7 days of receipt.

For un-wanted items please see the next section (Unacceptable Returns).

Unacceptable Returns

In the interest of hygiene, we regret that we cannot issue returns on any 'un-wanted' items of jewellery and clothing, this is because it is almost impossible to assure the same quality to the next customer.

All other un-wanted items must be returned in their original condition and packaging with the completed Returns Form within 7 days of receipt.

*If you return any item to us outside the terms of our returns policy, we will not refund you. The item may be returned back to you at your expense. You will be notified of this and other associated charges. If you send the item back to us again, or refuse to accept delivery, this will be deemed to be an irreversible instruction for us to dispose of your goods without further notice.

Can l cancel my order?

You have the right to cancel your order for any reason. Cancellations can only be made however, before the contract is formed and the order is accepted and dispatched to you.

Please go to 'Section 2. Ordering Goods' in the Terms and Conditions for further information.

Return Address:

Please return all unsuitable goods via post to the following address:

Quintescents

2 Kerry Terrace

Woking Surrey

GU21 5EH