Changed your mind?
We hope you love your R&R Scents order, but we understand that sometimes you may change your mind.
For eligible products purchased online, you have 14 days from receiving your order to tell us that you’d like to cancel and return it. Once you’ve told us, you then have a further 14 days to return the goods.
To arrange a return, contact us with your name and order number.
Unless the product is faulty, damaged or incorrect, you are responsible for the cost of returning it to us. Products should be returned carefully packaged and in a condition consistent with reasonable inspection. If goods have been handled beyond what would reasonably be necessary to inspect them, UK rules can allow a reduction in the refund to reflect diminished value.
Refunds
Once we’ve received your returned goods, we’ll process the refund as soon as possible and within 14 days.
For an eligible cancellation, we’ll also refund the standard outbound delivery charge you originally paid. If you chose a more expensive delivery option, we’re only required to refund the equivalent standard delivery charge.
Refunds will normally be made using the original payment method.
Personalised and custom-made products
Our change-of-mind returns policy does not normally apply to products made to your specification or clearly personalised for you.
This does not affect your rights if a personalised product is faulty, damaged or not as described.
Faulty, damaged or incorrect items
If something isn’t right with your order, please contact us as soon as possible.
If an item arrives faulty, damaged, incorrect or not as described, we’ll work with you to put things right. Depending on the circumstances, this may include a replacement, repair or refund.
These rights are separate from the change-of-mind policy above. UK consumer law provides specific remedies for faulty goods, including a 30-day short-term right to reject qualifying faulty goods.
How to contact us
To arrange a return, report a problem with an item or ask a question about a refund, please contact us at hello@rrscents.co.uk.
Please include your name, order number, the item concerned and a brief description of the issue. For damaged items, we may also ask for photographs so we can understand what’s happened and resolve it as quickly as possible.