Refund policy

RETURNS / REFUNDS
At DUA SCENTS LTD we strive to provide excellent service and hope you will love our beautiful products. However, if for any reason you are not satisfied, you may return your purchased product for a refund within 14 days of delivery, providing that the product is unopened, unused and remains in its original condition.

Personalised or Customised items are not eligible for returns To return a product, or to cancel your order, please contact our customer service team via our CONTACT PAGE or by emailing sales@duascents.co.uk. Returns will only be accepted via these procedures. When the product has been received and confirmed, we can then issue a refund or offer an exchange, providing the return meets our conditions for resale. Unfortunately, we cannot accept returns that have been used, altered or damaged in any way.

Where you decide to cancel an order after we have dispatched the Products, you will be under a duty to return items to us, at your own risk. We will not be responsible for any loss or damage to the Products in transit. All such Products should be returned within 14 days after the Products have been delivered to you. Until such time as they are returned, you must retain possession of the Products and take reasonable care of them. You should return the Products to us unopened, unused and in the same condition in which you received them together with the original Product packaging, by one of the means set out in our Returns Procedure.

After you cancel your order and return the Products, any sum debited by us to your credit/debit card or paid via Bank Transfer will be refunded in full. We will not refund the cost of delivery to you except in the case of faulty or damaged items, as delivery is a service that is consumed as soon as items are dispatched and delivered. We are not liable to refund delivery charges if the reason for return is not due to damage or negligence on our part (for example if you change your mind). If you have reason to return a Product received using the Click & Collect service, you must return the Product either by post in accordance with the Returns Procedure or return it in person to the store it was collected from.

Due to security reasons and fraud prevention, we will usually refund any money received from you using the same method originally used by you to pay for your purchase. If you receive a product that you believe has been damaged during delivery or one that appears to be faulty, please contact us (using our CONTACT PAGE or by emailing sales@duascents.co.uk) within 7 days of receiving your order. Returns and dealings of this nature are at the discretion of DUA SCENTS LTD Management.

We are committed to ensuring that our customers receive the very best products and services. We are confident that you will love our product, if you have any queries or concerns about your order, please do not hesitate to contact us at sales@duascents.co.uk