Refund policy

Returns & Refunds

Returning an item

You have 14 days from delivery to ask us for a return. We can take an item back if it's still sealed, unused, and fit for us to sell again.

Please ask before you post. Email sales@sosfragrances.co.uk with your order number and we'll confirm whether it's approved and where to send it. We can't process parcels sent back without an approved request.

Your right to cancel

Buying online, you also have a legal right under the Consumer Contracts Regulations 2013 to cancel within 14 days of receiving your order, without giving a reason, and a further 14 days to return it. You don't need our approval for this — emailing us is enough.

The one exception: sealed goods that can't be returned for hygiene reasons once opened. Fragrances and fragrance oils are supplied sealed for exactly this reason, so once the seal is broken they can't be returned unless faulty, damaged or sent in error. If the seal is intact, you can cancel as normal.

This applies to our 3ml samples too — they're sealed, and can't be returned once opened.

Faulty, damaged or incorrect items

If something's wrong with your order, you have 30 days from delivery to reject it for a full refund, and a right to repair or replacement after that.

Email us with photos or a short video, ideally within 48 hours while you still have the packaging — though contacting us later doesn't affect your rights. We cover return postage on anything faulty, damaged or sent in error, and will replace, exchange or refund it.

Postage and refunds

You pay return postage on unwanted items; we pay if it's our mistake. Get proof of postage — until a return reaches us, it's your responsibility.

We refund within 14 days of receiving your return or proof you've sent it, to your original payment method. Cancelled orders include the standard delivery charge you paid. If an item comes back used or damaged, we may reduce the refund to reflect the loss in value, and we'll tell you why.

Nothing here affects your statutory rights under UK consumer law.

Questions: sales@sosfragrances.co.uk