Returns & Refund Policy

Overview

At Nightstone Fragrances, each product is carefully prepared with attention to detail. We hope every purchase meets your expectations. However, if you are not completely satisfied, this policy outlines your rights and options.

Your Statutory Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your order within 14 days of receiving your goods

To exercise this right:

You must notify us within 14 days of delivery.
You then have a further 14 days to return the item and are responsible for the return costs.

Your cancellation period begins when your order is placed and ends 14 days after you, or a person nominated by you (other than the carrier), receives the goods.To exercise your right to cancel, you must inform Nightstone Fragrances of your decision by a clear written statement by email: info@nightstonefragrances.com.

Cancellation Before Dispatch (Change of Mind)

If you wish to cancel your order before it has been dispatched, you may do so immediately after placing your order by email.

A full refund will be issued to your original payment method
If the order has already entered our dispatch process, we will make reasonable efforts to intercept or recall the shipment where possible, although this cannot be guaranteed.
If the order has already been dispatched, your cancellation will be treated as a standard return under this policy.

Effects of Cancellation (After Dispatch)

If you cancel your order after it has been dispached:

Where applicable, we will refund the amount paid for the goods and the standard outbound delivery cost in accordance with the Consumer Contracts Regulations 2013. Additional charges for premium delivery services may not be refundable except where required by law.
Refunds will be processed without undue delay, and no later than 14 days of receiving the returned goods goods or evidence that they have been returned back to us.
Refunds will be issued using the original paymenth method, unless otherwise agreed.

Returning Goods

You must return the goods to Nightstone Fragrances within 14 days of notifying us of your cancellation.

You are responsible for the cost of returning the goods, unless the items are faulty, damaged, or incorrect.
Goods must be securely packaged to prevent damage in transit
We strongly recommend using a tracked and insured delivery service, as we cannot accept responsibility for items lost or damaged during return.

Please return eligible items to: Post Office Green Street, 164 Green Street, London E7 8JT.

Return Eligibility – Conditions of Goods

Fragrance products are classified as sealed goods. Due to hygiene and saftey reasons, opened or used fragrances product may not be eligible for return unless faulty unsuitable for return once opened due to health protection and hygiene considerations.

To qualify for a return the goods must be returned within 14 days of notifying us of your cancellation:

For health protection and hygiene reasons, sealed fragrance products that have been opened, used or unsealed cannot normally be returned unless they are faulty, damaged or not as described. This is in accordance with the Consumer Contracts Regulations 2013

Items must be unused and unopened
Products must be returned in their original packaging, including any cellophane wrapping or protective seals.
Items must be in a resaleable condition
Proof of purchase may be requested to process your return.

Due to the nature of fragrance products, we cannot accept returns of items that have been opened or used due to health protection and hygiene considerations, unless faulty or damaged. You may lose the right to cancel once sealed goods have been opened or unsealed, where this affects the product’s hygiene and resaleability.

Nightstone Fragrances reserve the right to make a deduction from any refund for diminished value where goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning.

No hassle returns

We want you to be fully satisfied with your purchase. If something isn’t right, our team will always work with you to resolve it quickly.

Faulty or Damaged Items

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

If your order arrives damaged, defective, or not us described, please notify us as soon as reasonably possible, preferably within 48 hours of delivery. This does not affect your statutory rights.

We may request photographic evidence. Where an issue is confirmed, we will offer:

A replacement, or
A full refund, including any applicable return delivery costs

Refunds – Conditions of Goods

Once your return has been received and inspected:

Approved refunds will be processed without undue delay, and no later than 14 days after we receive the returned goods or evidence that they have been returned back to us.
Approved refunds will be made to your original payment method and issued in GBP (£).

Inspection of Returns

Once your returned goods have been received, they will be inspected to confirm that they satisfy the conditions set out in this policy. Where a return does not meet these conditions, we may refuse the return or make an appropriate deduction from any refund where permitted by law.

Return Shipping

Customers are responsible for return shipping costs unless is faulty or damaged.
We recommend using a tracked delivery service, as we cannot be held responsible for lost returns

Non-Returnable Items

We are unable to accept returns for:

Opened or used fragrance products
Items returned outside the specified return period
Products not in their original condition

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

Exchanges

We do not currently offer direct exchanges. However, you may place a new order for your preferred fragrance and return the original item where eligible.

If you wish to purchase a different fragrance, please place a new order.

Contact Details

To exercise your right to cancel or for any returns enquireies:

Email: info@nightstonefragrances.com

Business Name: Nightstone Fragrances

Your Legal Rights

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