Returns and Refunds Policy
Last updated: 1st January 2026
In this Returns and Refunds Policy, “we”, “us” and “our” mean Emporentia. “Website” means https://emporentia.com/. “Customer”, “user”, “you” and “your” mean the person who places an order with us, uses our website, requests a return or refund, or receives products purchased from us.
The words “goods”, “products” and “items” mean the physical products purchased from us. These words may be used interchangeably where the context allows. They may include any packaging, labels, seals, accessories, manuals, free gifts, bundle items or promotional items supplied with the product, where relevant.
“Order” means the purchase made by you through our website or, where relevant, through an approved third-party sales platform such as Amazon, eBay or TikTok Shop.
This Returns and Refunds Policy explains how cancellations, returns, refunds, exchanges and related customer rights are handled for purchases made through our website or, where relevant, through approved third-party sales platforms.
1. Purpose of This Policy
This policy explains:
a. when you can cancel an online order because you have changed your mind;
b. when you can return faulty, damaged, incorrect or not as described goods;
c. the difference between the 14-day online cancellation right and the 30-day short-term right to reject faulty goods;
d. when refunds are available;
e. when we may refuse or reduce a refund;
f. when return postage is your responsibility;
g. when we may cover or reimburse return postage;
h. how hygiene, health protection, safety and sealed products are treated;
i. how exchanges may be handled; and
j. how returns from third-party sales platforms may be handled.
2. Orders Covered by This Policy
2.1. Orders from our Website
This policy applies mainly to orders placed directly through our website.
2.2. Orders from Third-Party Sales Platforms
We may also sell products through our own seller accounts on Amazon, eBay and TikTok Shop.
If you purchase from us through Amazon, eBay or TikTok Shop, the relevant platform’s own returns, refunds, cancellation, delivery, payment and dispute processes may also apply.
Where a platform requires returns or refunds to be handled through its own system, you may need to follow that platform’s process.
3. Your Statutory Rights
You have legal rights under UK consumer law. This policy does not remove, reduce or replace those rights.
Your rights may depend on:
a. whether you bought the product online;
b. whether you are cancelling because you changed your mind;
c. whether the product is faulty, damaged, incorrect or not as described;
d. whether the product has been opened, used, damaged or unsealed;
e. whether hygiene, health protection or safety rules apply; and
f. whether any legal exception applies.
If there is a conflict between this policy and your statutory consumer rights, your statutory consumer rights will apply.
4. Understanding The 14-Day and 30-Day Rules
4.1. The 14-Day Online Cancellation Rule
The 14-day rule applies to most online purchases where you change your mind and cancel the order without giving a reason. For goods, the cancellation period usually ends 14 days after the day you, or someone you nominate, receives the goods.
After you tell us that you wish to cancel, you normally have a further 14 days to return the goods to us, unless an exception applies.
If your order is delivered in separate parcels on different days, the 14-day cancellation period usually starts from the day you receive the final parcel.
For example, if your order is delivered on 1st July, your cancellation period normally ends on 15th July. If you email us on 10th July to cancel your order, you would normally have a further 14 days from 10th July to return the goods to us. This means you would normally need to send the goods back by 24th July, unless an exception applies.
4.2. The 30-Day Short-Term Right to Reject Faulty Goods
The 30-day rule applies where goods are faulty, not of satisfactory quality, not fit for purpose, not as described or incorrectly supplied. In those circumstances, you may have a short-term right to reject the goods within 30 days and receive a refund, subject to the Consumer Rights Act 2015 and your statutory rights.
The 30-day rule does not mean all change-of-mind returns must be accepted for 30 days. Change-of-mind cancellations and faulty-goods rights are separate legal rights, as explained in this policy.
For example, if you receive a product on 1st July and discover that it is damaged, leaking, incorrectly supplied or not as described, you should contact us as soon as possible. If the issue falls under your consumer rights, you may have the right to reject the goods and request a refund within 30 days of receiving them.
Another example: if you receive the correct item in good condition on 1st July but simply change your mind, this is not covered by the 30-day faulty-goods rule. In that case, the 14-day online cancellation rule may apply instead, subject to hygiene, safety and other legal exceptions.
5. Simple Returns and Refunds Process
The infographic below provides a simple step-by-step summary of the usual return and refund process. This is only a summary. The full terms in this Returns and Refunds Policy apply, including legal exceptions, hygiene rules, return conditions and statutory consumer rights.
6. Change-of-Mind Cancellation Rights for Online Orders
6.1. Your Right to Cancel
If you are a UK consumer buying online, you normally have the right to cancel your order without giving a reason. For goods, the cancellation period usually ends 14 days after the day you, or someone you nominate, receives the goods.
If your order is delivered in more than one parcel, the cancellation period usually ends 14 days after the day you, or someone you nominate, receives the final parcel.
6.2. How to Cancel
To cancel an order, you must tell us clearly by email at: support@emporentia.com.
Your cancellation email should include:
a. your full name;
b. your order number;
c. the email address used for the order;
d. the product or products you wish to cancel; and
e. a clear statement that you wish to cancel.
You do not need to give a reason for cancellation, but it may help us improve our service if you choose to provide one.
6.3. Returning Goods After Cancellation
If you cancel after the goods have been dispatched or delivered, you must return the goods to us.
You must return the goods without undue delay and no later than 14 days after telling us that you wish to cancel, unless an exception applies.
You must take reasonable care of the goods while they are in your possession.
You should return goods using suitable packaging and a reliable delivery method. We recommend keeping proof of postage or tracking until your return has been completed.
7. Products That Cannot Usually Be Returned for Change of Mind
Some products cannot usually be returned for change of mind once opened, unsealed, used or handled in a way that makes them unsuitable for return, especially where hygiene, health protection or safety reasons apply.
This may include:
a. sealed perfumes and fragrances once unsealed after delivery;
b. sealed cosmetics once unsealed after delivery;
c. sealed beauty products once unsealed after delivery;
d. sealed personal care products once unsealed after delivery;
e. products with hygiene or safety seals once the seal has been broken;
f. products that have been used, tested, sprayed, applied or partly consumed;
g. products that have been damaged after delivery;
h. products missing packaging, seals, labels, accessories or parts;
i. products made to your specification or personalised for you;
j. products that are liable to deteriorate or expire rapidly; and
k. any other products excluded from cancellation rights by law.
This section does not affect your rights if goods are faulty, damaged, not as described or incorrectly supplied.
8. Return Condition for Change-Of-Mind Returns
For change-of-mind returns, goods should be returned in a condition that allows us to inspect and, where appropriate, resell them.
Unless the product is faulty, damaged, incorrectly supplied or your statutory rights apply, returned goods should be:
a. unused;
b. unopened where hygiene or safety seals apply;
c. in original packaging where reasonably possible;
d. with all seals, labels, tags, accessories, manuals and parts included;
e. clean, complete and undamaged;
f. free from signs of excessive handling; and
g. returned with any free gifts, bundle items or promotional items supplied with the product.
We may refuse a refund, reduce a refund or return the goods to you where the product has been opened, unsealed, used, damaged, excessively handled, is missing parts, or cannot be accepted for hygiene, health protection or safety reasons, unless your statutory rights apply.
9. Return Postage Costs
9.1. Change-of-Mind Returns
Unless the goods are faulty, damaged, incorrectly supplied or we agree otherwise, you are responsible for the cost of returning goods following a change-of-mind cancellation or return.
We recommend using a tracked or recorded delivery service because you are responsible for the goods until they are received by us.
9.2. Faulty, Damaged, Incorrect or Not as Described Goods
If the goods are faulty, damaged, incorrectly supplied or not as described, please contact us before returning them so that we can provide appropriate return instructions.
Where we confirm that a return is required because of an issue for which we are responsible, we will explain the return method and whether we will provide a return label, reimburse reasonable standard return postage or arrange another suitable return process.
We may limit reimbursement to reasonable standard return costs where:
a. the product is returned without contacting us first and the return cost is unreasonable;
b. the issue was caused by misuse, accidental damage, incorrect storage or failure to follow instructions;
c. the return method used was unnecessarily expensive; or
d. the product is not faulty, damaged, incorrect or not as described.
This does not affect your statutory rights.
10. Delivery Charges and Refunds
10.1. Standard Outbound Delivery Charges
Where you validly cancel an entire online order during the legal cancellation period, we will refund the price paid for the goods.
Where required by UK consumer law, we will also refund the standard outbound delivery charge paid for the cancelled order.
If you return only part of an order and keep other items from the same order, the standard outbound delivery charge may not be refunded.
10.2. Premium Delivery Charges
If you chose a more expensive delivery option than our standard delivery option, such as express, next-day, nominated-day, special or premium delivery, we are only required to refund the cost of the standard delivery option.
We do not refund additional delivery upgrades, premium delivery charges or special delivery charges above the standard delivery cost, unless required by law.
10.3. Return Delivery Charges
Return delivery charges for change-of-mind returns are normally your responsibility.
Return delivery charges may only be covered or reimbursed by us where the product is faulty, damaged, incorrectly supplied or not as described, subject to this policy and your statutory rights.
11. Refund Amounts
Where a refund is due, the refund may include:
a. the price paid for the returned goods;
b. the standard outbound delivery charge where legally required; and
c. any other amount we are legally required to refund.
Where permitted by law, the refund may exclude or deduct:
a. premium delivery upgrades above standard delivery, unless legally required;
b. return postage for change-of-mind returns;
c. any reduction in value caused by excessive handling;
d. missing parts, missing accessories or missing promotional items where lawful and reasonable;
e. damage caused after delivery; and
f. costs we are legally entitled to deduct.
We will not make deductions that would unlawfully reduce your statutory rights.
12. Reduction of Refunds for Excessive Handling
You may inspect goods in a way that is reasonably necessary to check their nature, characteristics and functioning.
We may reduce your refund if the value of the goods has been reduced because you handled them more than was necessary.
Examples of excessive handling may include:
a. opening sealed hygiene, beauty, fragrance or personal care products where return is not suitable for hygiene or health protection reasons;
b. spraying, testing, applying or using perfumes, cosmetics or personal care products;
c. damaging packaging more than necessary to inspect the product;
d. removing or damaging seals, labels, tags or accessories;
e. using the product;
f. damaging the product after delivery;
g. returning incomplete products; or
h. returning products in a condition that prevents safe or lawful resale.
This does not affect your rights if the goods are faulty, damaged, not as described or incorrectly supplied.
13. Refund Timescales
Where a refund is due following a valid change-of-mind cancellation, we will process the refund without undue delay and within the timescale required by law. We may withhold the refund until we have received the goods back or you have provided evidence that you have returned them.
Where a refund is due because goods are faulty, damaged, incorrect or not as described, we will process the refund without undue delay and within the timescale required by law after we agree that you are entitled to a refund.
Refunds will normally be made to the original payment method used for the order, unless you expressly agree otherwise or the payment provider requires a different lawful process.
Refund times may vary depending on your bank, card issuer, payment provider or buy now pay later provider.
If you paid using Klarna, Clearpay, PayPal, Stripe, Apple Pay, Google Pay or another payment provider, the refund may be subject to that provider’s own processing times and account rules.
14. Faulty, Damaged, Incorrect or Not as Described Goods
The infographic below provides a simple summary of the usual process for faulty, damaged, incorrect or not as described goods. This is only a summary. Your statutory rights and the full terms of this policy still apply.
14.1. Reporting A Problem
If your product is faulty, damaged, incorrect or not as described, please contact us as soon as possible at: support@emporentia.com.
Contacting us quickly helps us investigate and resolve the issue, but this request does not remove your statutory rights.
Please include:
a. your full name;
b. your order number;
c. the email address used for the order;
d. a clear description of the issue;
e. photographs or videos showing the issue, where possible;
f. photographs of the packaging, where relevant; and
g. any batch number, barcode, product code or label information, where relevant.
14.2. The 30-Day Short-Term Right to Reject
If goods are faulty, not of satisfactory quality, not fit for purpose, not as described or incorrectly supplied, you may have a short-term right to reject the goods within 30 days and receive a refund, subject to the Consumer Rights Act 2015 and your statutory rights.
The 30-day period usually starts when the goods have been delivered to you, ownership or possession has passed to you, and any required installation or action by the trader has been completed where applicable.
If you validly exercise the short-term right to reject within the 30-day period, we will not require you to accept a repair or replacement instead of a refund.
14.3. Rights After 30 Days
After the 30-day short-term right to reject has passed, you will not usually have an automatic right to return goods for an immediate refund.
If goods are faulty, not as described, not fit for purpose or incorrectly supplied, we will review the issue in line with your statutory rights.
Where a valid issue is confirmed, we will provide the remedy required by law.
We may refuse a return or refund where the issue was caused by misuse, accidental damage, incorrect storage, hygiene contamination, personal preference, allergy or sensitivity, normal use, or failure to follow product instructions.
14.4. Inspection and Evidence
We may ask for photographs, videos, packaging, product labels, batch information or other reasonable evidence to help us investigate the issue.
We may need to inspect the product before confirming the appropriate remedy.
You should not dispose of the product or packaging until we have had a reasonable opportunity to investigate, unless disposal is necessary for safety reasons.
14.5. Damage During Delivery
If your parcel or product arrives damaged, please contact us by email as soon as possible.
Where possible, please provide:
a. photographs of the outer packaging;
b. photographs of the inner packaging;
c. photographs of the damaged product;
d. delivery tracking details; and
e. details of any missing, leaking or broken items.
This helps us investigate with the courier and resolve the matter more quickly.
15. Missing Items
If an item is missing from your order, please contact us by email as soon as possible.
Please include:
a. your order number;
b. details of the missing item;
c. photographs of the parcel and packaging;
d. photographs of the items received; and
e. any visible damage or tampering to the parcel.
We may check packing records, order records, stock records, parcel weight, delivery records and courier information before deciding the appropriate remedy.
16. Incorrect Items
If you receive an incorrect item, please contact us by email as soon as possible before using or opening the product.
We may ask you to return the incorrect item before we send the correct item or issue a refund.
If the incorrect item was supplied due to our error, we will explain the return process and will not require you to pay unreasonable return costs.
You must not use, open, damage or dispose of an incorrect item if you want to return it, unless we tell you otherwise or your statutory rights apply.
17. Allergies, Sensitivities and Product Suitability
For perfumes, fragrances, cosmetics, beauty, personal care, household or similar products, you should check ingredients, warnings, usage instructions and suitability before use.
If you have allergies, sensitivities, medical conditions or specific concerns, you should seek appropriate advice before using the product.
We are not responsible for a product being unsuitable because of a personal allergy, sensitivity, preference or incorrect use where the product is not faulty, not misdescribed and not incorrectly supplied.
This does not affect your rights if the product is faulty, damaged, not as described or incorrectly supplied.
18. Products Damaged After Delivery
We may refuse or reduce a refund where products have been damaged after delivery.
Examples may include:
a. accidental damage;
b. misuse;
c. incorrect storage;
d. exposure to heat, sunlight, water, fire or unsuitable conditions;
e. failure to follow product instructions;
f. unauthorised modification;
g. damage caused by children, pets or third parties; or
h. return packaging that causes damage during return transit.
This does not affect your rights where the product was faulty, damaged before delivery, not as described or incorrectly supplied.
19. Free Gifts, Bundles and Promotional Items
If your order included a free gift, bundle, multibuy offer or promotional item, you may need to return all related items if you return the qualifying product.
If you do not return the free gift, bundle item or promotional item, we may reduce your refund by a reasonable amount reflecting the value of the unreturned item, where lawful and reasonable.
If the product is faulty, damaged, incorrectly supplied or not as described, your statutory rights will still apply.
20. Exchanges
We may offer exchanges at our discretion where products are returned in accordance with this policy.
Exchanges are subject to:
a. product availability;
b. product condition;
c. hygiene and safety rules;
d. payment of any price difference;
e. payment of any additional delivery charge, where applicable; and
f. our approval.
We may offer a refund instead of an exchange where the requested replacement is unavailable or where an exchange is not suitable.
This does not affect your statutory rights.
21. How To Return A Product
Before returning a product, please contact us by email.
Please include:
a. your full name;
b. your order number;
c. the email address used for the order;
d. the product you wish to return;
e. the reason for return; and
f. photographs or evidence where relevant.
We will provide return instructions where appropriate.
You should not send returns to any address unless we specifically instruct you to do so.
If you send a return to the wrong address without following our instructions, this may delay your refund or prevent us from receiving the returned goods.
22. Return Packaging
You must package returned goods carefully and securely.
Returned goods should be protected against damage during transit.
Where possible, use the original packaging or suitable alternative packaging.
For liquids, perfumes, fragrances, cosmetics, beauty products, household products or fragile products, you must ensure the item is packed safely to prevent leaks, breakage or damage.
We may refuse or reduce a refund if a product is damaged during return transit because it was not packaged properly, unless your statutory rights apply.
23. Proof Of Return
For change-of-mind returns, you are responsible for the goods until they are received by us.
We recommend keeping proof of postage and using a tracked delivery service.
If a returned parcel is lost before it reaches us and you cannot provide evidence of return, we may not be able to issue a refund.
This does not affect your statutory rights where we arranged the return service or provided the return label.
24. Failed Delivery and Returned Parcels
We may contact you to arrange re-delivery or cancellation, if a parcel is returned to us because:
a. the delivery address was incorrect or incomplete;
b. you were unavailable to receive the parcel;
c. you refused delivery;
d. you did not collect the parcel;
e. delivery was not possible due to access issues; or
f. the courier returned the parcel after failed delivery attempts.
Where the failed delivery was not caused by us or by the courier acting on our behalf, we may:
a. ask you to pay a further delivery charge for re-delivery;
b. refund the product price, less any delivery or return costs we are legally entitled to deduct; or
c. cancel the order if re-delivery is not possible.
This does not affect your statutory rights.
25. Refused Delivery
If you refuse delivery without a valid legal reason, the parcel may be returned to us.
Where this happens, we may treat the order as cancelled by you and may deduct delivery or return costs where legally permitted.
If you refuse delivery because the parcel is visibly damaged, please contact us by email as soon as possible and provide details and evidence where possible.
26. International Returns
If we accept international orders, international returns may be subject to additional rules, costs, customs procedures, courier restrictions and import or export requirements.
Unless the product is faulty, damaged, incorrectly supplied or we agree otherwise, you are responsible for international return postage, customs charges, duties, taxes and related costs.
You must complete any customs declaration accurately.
We are not responsible for delays, seizure, loss, tax charges or customs issues caused by incorrect documentation or failure to follow import or export rules, except where caused by us.
27. Restricted Goods and Courier Rules
Some products may be subject to courier restrictions, including perfumes, liquids, aerosols, batteries, beauty products, chemicals, fragile products or other regulated goods.
You must follow any return instructions we provide for restricted goods.
You must not return restricted goods using a courier or service that does not allow those goods.
If a return is refused, delayed, destroyed, seized or lost because you used an unsuitable courier or failed to follow courier restrictions, we may not be responsible for the loss, unless your statutory rights apply.
28. Abuse of Returns, Fraud and Misuse
We may refuse returns, cancel orders, suspend accounts, restrict access or report activity where we reasonably suspect:
a. fraud;
b. false claims;
c. return abuse;
d. chargeback abuse;
e. repeated unreasonable returns;
f. misuse of promotions;
g. tampering with products or packaging;
h. false damage or missing item claims;
i. unauthorised resale;
j. identity or payment misuse; or
k. unlawful activity.
We may share relevant information with payment providers, banks, couriers, platforms, advisers, regulators, law enforcement or other appropriate parties where necessary and lawful.
We will not use this section to remove or restrict your statutory consumer rights.
29. Sale Items and Discounted Products
Sale items, discounted products and promotional products have the same statutory consumer rights as full-price products.
If a sale item is faulty, damaged, not as described or incorrectly supplied, your legal rights still apply.
Change-of-mind returns for sale or discounted products are subject to the same conditions in this policy, unless a specific promotion states more favourable terms.
30. Refund Method
Refunds will normally be made to the original payment method used for the order.
This may include the original card, PayPal, Stripe, Apple Pay, Google Pay, Klarna, Clearpay or another payment method used at checkout.
If you paid using Klarna, Clearpay or another buy now pay later provider, the refund may be processed through that provider. Your payment schedule, instalments, balance, account status or refund processing time may depend on the provider’s own terms and systems.
You should contact the buy now pay later provider directly for questions about your payment plan, instalments, credit checks, late fees or account status.
We do not currently offer store credit, gift cards or vouchers as a standard refund method.
This does not affect your statutory rights against us as the seller where those rights apply.
31. Marketplace and Platform Orders
If you bought from us through Amazon, eBay, TikTok Shop or another third-party platform, you may need to request returns, refunds or disputes through that platform.
Platform orders may be subject to:
a. the platform’s returns process;
b. the platform’s refund process;
c. the platform’s buyer protection rules;
d. the platform’s messaging system;
e. the platform’s delivery and tracking rules; and
f. the platform’s dispute resolution process.
We will try to help where we can, but we may be required to follow the platform’s own procedures.
32. Processing Your Personal Information
We may process personal information when handling returns, refunds, complaints, disputes, fraud checks, courier claims and payment provider queries.
This may include:
a. your name;
b. contact details;
c. order details;
d. delivery details;
e. payment-related information;
f. photographs or videos you provide;
g. communication records;
h. courier tracking information; and
i. fraud prevention or dispute information.
We process personal information in accordance with our Privacy Policy.
33. Changes To This Policy
We may update this Returns and Refunds Policy from time to time to reflect changes in our business, products, legal obligations, payment providers, courier providers or operational processes.
The version that applies to your order will normally be the version available on our website at the time you place your order, unless the law requires otherwise.
34. Contact Us
If you have any questions about returns, refunds, cancellations or exchanges, please contact us by email: support@emporentia.com.
