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Returns & Refund Policy

Overview

At NightStone Fragrances, every product is carefully prepared and packaged with attention to detail. We hope you are completely satisfied with your purchase. However, if you need to cancel your order or return an item, this policy explains your rights and the process to follow.

This policy does not affect your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.

Your Statutory Right to Cancel

Under the Consumer Contracts Regulations 2013, you generally have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

The cancellation period ends 14 days after the day on which you, or a person nominated by you (other than the carrier), takes physical possession of the goods.

To exercise your right to cancel:

  • You must notify us of your decision within 14 days of receiving your goods.

  • You must then return the goods to us within a further 14 days.

  • You are normally responsible for the cost of returning the goods, unless the goods are faulty, damaged or not as described.

To cancel your order, please send us a clear written statement confirming your decision to cancel by email:

Email: info@nightstonefragrances.com

The NightStone Promise — 30-Day Money-Back Guarantee

Try it for 30 days to love it, or your money back.

We want you to experience our scents with absolute confidence. That’s why, in addition to your statutory cancellation rights, we offer the NightStone Promise — our 30-day money-back guarantee.

30-Day Trial

You can try your new fragrance for up to 30 days from the date you receive your order.

Love It or Return It

If you don’t completely love your fragrance, you can request a return within 30 days of receiving your item.

Simply contact us at info@nightstonefragrances.com to request a return.

Your Choice

Where your return qualifies under the NightStone Promise, you can choose between:

  • A full refund; or

  • An exchange for another fragrance of your choice.

If an exchange item has a different price, we will advise you of any applicable price difference before processing the exchange.

Condition of the Product

Because fragrances are personal-use products, we ask that products returned under the NightStone Promise have not been used excessively and remain in a re-sellable condition.

The product must be returned securely packaged and, where reasonably possible, with its original packaging.

The NightStone Promise is a voluntary guarantee offered by Nightstone Fragrances and does not affect or limit your statutory rights. Your statutory rights continue to apply separately where goods are faulty, damaged or not as described.

Cancellation Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible by email.

Where your order has not yet been dispatched:

  • We will cancel the order and issue a full refund to your original payment method.

  • If your order has already entered our dispatch process, we will make reasonable efforts to stop or intercept the shipment where possible, but this cannot be guaranteed.

  • If the order has already been dispatched, you may exercise your statutory cancellation rights or, where applicable, use the NightStone Promise in accordance with this policy.

Cancellation After Dispatch

If you cancel your order after it has been dispatched, you should follow the cancellation and return procedure described above.

Where you validly cancel your order, we will refund the payments due to you in accordance with applicable law.

The refund will normally include the standard delivery charge you originally paid. If you selected a more expensive premium delivery service, we are not required to refund the additional cost above the least expensive standard delivery option available.

You are responsible for the cost of returning the goods unless the goods are faulty, damaged or not as described.

Returning Goods

Once you have notified us that you wish to cancel or make a return under the NightStone Promise, you must return the goods within the applicable return period.

Please return eligible items to:

NightStone Fragrances
Post Office Green Street
164 Green Street
London
E7 8JT

When returning an item:

  • Please package the goods securely to prevent damage during transit.

  • We strongly recommend using a tracked delivery service.

  • You are responsible for the goods until they are safely returned to us.

  • Please retain your proof of postage and tracking information.

Fragrance Products and Sealed Goods

Certain fragrance products may be supplied as sealed goods for hygiene and health-protection reasons.

Where applicable, you may lose your statutory right to cancel if a sealed fragrance product is unsealed after delivery where the goods are not suitable for return for health protection or hygiene reasons.

However, the NightStone Promise is a separate voluntary 30-day guarantee. Where a fragrance has been opened and tried within the 30-day period, it may still qualify for the NightStone Promise provided it has not been used excessively and remains in a re-sellable condition, subject to our reasonable assessment of the product’s condition.

This guarantee does not affect your statutory rights where goods are faulty, damaged or not as described.

Diminished Value

If you exercise your statutory right to cancel, you are permitted to handle the goods only to the extent necessary to establish their nature, characteristics and functioning.

If the goods have been handled beyond what is reasonably necessary and this results in a loss in value, we may make an appropriate deduction from your statutory refund where permitted by law.

This diminished-value provision does not prevent you from using the separate NightStone Promise, provided the conditions of that guarantee are met.

Faulty, Damaged or Incorrect Items

This policy does not affect your rights under the Consumer Rights Act 2015.

If your order arrives faulty, damaged or not as described, please contact us as soon as reasonably possible. We may ask you to provide photographs or other information to help us assess the issue.

Where an item is confirmed to be faulty, damaged or not as described, we will provide the appropriate remedy available under your statutory rights. Depending on the circumstances, this may include:

  • A replacement; or

  • A refund, including applicable return delivery costs where required by law.

Please note that any request to notify us within 48 hours is for administrative purposes only and does not limit or remove your statutory rights.

Refunds

Once we have received your returned goods, or where applicable received evidence that you have returned them, we will process your refund without undue delay.

Where required by law, refunds will be made within 14 days of the applicable date.

Refunds will normally be made to the original payment method used to place the order and will be issued in GBP (£).

Where a deduction for diminished value is legally permitted, we will take this into account when calculating the refund.

Inspection of Returns

Returned goods may be inspected to confirm that they meet the applicable return conditions.

For returns made under the NightStone Promise, we will assess whether the fragrance has been used excessively and whether the product remains in a re-sellable condition.

Where a return does not meet the applicable conditions, we may refuse the voluntary 30-day guarantee return. This does not affect any statutory rights you may have.

Return Shipping

Customers are normally responsible for the cost of returning goods following a change-of-mind cancellation or a return under the NightStone Promise.

We will cover applicable return delivery costs where the goods are faulty, damaged or not as described, in accordance with your statutory rights.

We recommend using a tracked delivery service, as you remain responsible for the goods until they are returned to us.

Non-Returnable Items

Where permitted by law, we cannot accept returns of:

  • Fragrance products that have been used excessively or are no longer in a re-sellable condition under the NightStone Promise;

  • Goods returned outside the applicable statutory or 30-day guarantee period; or

  • Goods that have been damaged or handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, where this has caused diminished value.

Nothing in this section limits your statutory rights where goods are faulty, damaged or not as described.

Exchanges

We do not currently offer direct exchanges under our statutory cancellation process.

However, under the NightStone Promise, eligible customers may request an exchange for another fragrance within 30 days of receiving their order.

If you would prefer a different fragrance, please contact us at info@nightstonefragrances.com before returning your item so that we can arrange the exchange.

No-Hassle Returns

We want you to be happy with your purchase. If something is not right, please contact us and we will do our best to resolve the issue as quickly and fairly as possible.

Contact Details

For cancellations, returns, exchanges or refund enquiries, please contact:

NightStone Fragrances
Email: info@nightstonefragrances.com

Your Legal Rights

This policy does not affect your statutory rights under the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, or any other applicable consumer protection legislation.

Where this policy conflicts with your statutory rights, your statutory rights will prevail.

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