Return & Refund Policy

Last updated: 25/01/2025

Table of contents:

• Need to cancel your order?
• Need to return an item or whole order?
  • Returning an unwanted item?
  • Items Eligible for FREE Return
  • Items Not Eligible for Return
  • What Counts as Unused Item?
  • What Counts as Used Item?
• How to Return Your Item or Order
• Damaged or Faulty Items
• Refund Procedure & Deductions
• QUESTIONS
• DETAILS OF SNUG SCENT

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Need to cancel your order?

After placing the order, we provide a 1-hour window to cancel the order Free of charge. To do this, You just need to submit a cancellation form thought our contacts page (https://staging-a.snugscent.co.uk/contact-snug-scent/).

Orders that have been shipped cannot be cancelled and will have to be returned for a refund.

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Need to return an item or whole order?

We understand that sometimes a product may not be the right fit or a change in circumstances might occur. That’s why we’ve made our returns process as simple and hassle-free as possible! Plus, it’s completely free!🌿

Please note that only one free return is available per order. Additional returns for the same order may incur a return shipping fee.

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Returning an unwanted item?

Please note that nothing in this Returns Policy affects your statutory rights, including your right to cancel your entire order under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

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Items Eligible for FREE Return

You can return the following products, provided they are unused and in their original packaging:

• Reed diffusers
• Candles
• Room sprays
• Essential oil blends
• Car diffusers
• Smudge sticks
• Matches
• Candle care accessories
• Bath & body products (if unopened)
• Skincare products (if unopened)

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Items Not Eligible for Return

• Opened bath & body products or skincare items.
• Any product that has been visibly used or altered.

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What Counts as an Unused Item?

To ensure a smooth return process, all items must be unused and in their original packaging. Here’s what we mean by “unused” for each product type:

• Candles (including candle refills):
  • The candle has not been lit.
  • The wick remains unburnt and in its original condition.
  • The jar or container is free from any signs of use, and the label is intact.
• Reed Diffusers (including diffuser refills):
  • The diffuser liquid remains at its original volume as when purchased.
  • The reeds remain unused, clean, and unplaced in the diffuser bottle.
  • The bottle and packaging are in pristine condition.
• Room Sprays (including spray refills):
  • The spray nozzle may have been pressed a few times to test the scent, but the majority of the liquid remains at its original level (e.g., at least 95% full).
  • The bottle and packaging are free from stains, scratches, or signs of handling.
• Essential Oil Blends:
  • The bottle seal may be broken, but the oil must remain at its original volume as when purchased.
  • The packaging is undamaged and intact.
• Car Diffusers (including diffuser refills) and Accessories:
  • The bottle seal may be broken, but the oil must remain at its original volume as when purchased.
  • The diffuser device and fibre insert are in their original packaging and have not been used.
• Smudge Sticks & Matches:
  • Smudge sticks are intact and unburnt.
  • Matchboxes/bottles are unopened, packaging contains all matches, and strikers show no sign of usage.
• Bath & Body Products / Skincare Products (if unopened):
  • The product’s seal remains intact.
  • There are no signs of handling, leakage, or tampering with the packaging.

What Counts as an Used Item?

An item is considered used if it shows any of the following signs, or any other indication of usage not explicitly listed here:

• Candles:
  • The wick has been lit or burnt.
  • Wax is missing, melted, or has been tampered with.
• Reed Diffusers:
  • The liquid has been reduced, or tampered with.
  • Reeds have been inserted into the diffuser.
• Room Sprays:
  • A significant amount of the liquid has been used, resulting in a noticeable reduction from its original level.
  • The bottle shows signs of extensive handling or damage.
• Essential Oil Blends:
  • The bottle has been opened, and the oil level has reduced below its original amount.
• Car Diffusers and Accessories:
  • The diffuser has been filled, used, or shows signs of tampering.
  • Fibre inserts have been removed from their original packaging or used.
• Smudge Sticks & Matches:
  • Smudge sticks have been lit or partially burnt.
  • Matches are missing or the box has been tampered with.
• Bath & Body Products / Skincare Products:
  • The product’s seal has been broken (for items ineligible for return if opened).
  • The product has been used or tampered with, resulting in any reduction in its original quantity.

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How to Return Your Item or Order & Get A Refund

1. Ensure the item is unused and in its original packaging. Please see below what items qualify for returns.
   • If you purchased a set or a gift, it must be returned as a complete set in its original packaging. Partial returns are not eligible for a refund.
2. Within 14 days of receiving the order, fill out our return form, and we’ll send you the pre-paid Royal Mail return label.
3. Securely wrap and ship the package stick on the return label and bring the package to the closes Post Office or Royal Mail Customer Service Point. All returns must be shipped within 14 days of receiving the return label.
4. Refunds will be issued according to our refund procedure below.

We shall not accept returns sent poorly packaged or in an unsuitable condition.

Damaged or Faulty Items

We’re committed to ensuring the highest quality for our products, but we understand that occasionally, an item may arrive damaged or faulty. If this happens:

• Report the Issue Promptly:
  • Please submit a Contact Form by selecting “Damages/Cancellations/Returns” as a subject within 2 business days of receiving the item.
• Our Assessment Process:
  • Once we receive your report, our team will review the details and determine the best course of action.
• Resolution Options:
  • If the item is confirmed to be damaged or faulty (our responsibility), we will offer:
    • A replacement (if available).
    • A full refund to your original payment method.
    • You will not need to return the damaged or faulty item unless requested. If a return is necessary, we will cover all shipping costs.
  • If the item becomes damaged or faulty after use due to the customer’s handling or misuse, we may not be able to offer a replacement or refund. However:
    • If the issue arises after the product has been used for some time, please contact us with details of the problem.
    • These cases will be reviewed individually, and we will work with you to find the best solution.
    • You will not need to return the damaged or faulty item unless requested. If a return is necessary, we may ask you to cover the delivery cost.

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Refund Procedure

After we receive and inspect your returned item(s), your refund will be issued to the original payment method within 2 working days.

Refund Deductions

1. If loyalty points earned from a purchase are used before that purchase is refunded, the value of the used points will be deducted from the refund total.
   For example:
   – Original Order: £50 (excluding VAT)
   – Points Earned and Used for next order: 500 Snug Points = £5
   – Final Refund: £45 (excluding VAT)
2. If your order qualified for free shipping by reaching the £60 minimum spend, but your return brings the total below £60, we’ll deduct the cost of standard delivery from your refund.
   For example:
   If your original order total was £62 with free shipping, and you return an item worth £10, your final order total becomes £52. As this no longer qualifies for free shipping, the cheapest delivery charge will be deducted from your refund.

QUESTIONS

If you have any questions concerning our return policy, please contact us via our Contact us page.

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DETAILS OF SNUG SCENT

Snug Scent LTD is a company incorporated in England and Wales with registered number 13117231, and whose registered address is 6 Bramley Rise, Rochester, Kent, ME23SU. Snug Scent LTD operates the website snugscent.co.uk (including any sub-domains). Snug Scent LTD is doing business as Snug Scent, which is registered trademark (reg. no. UK00003581004). You can contact Snug Scent by email a info@snugscent.co.uk.