Refund policy
Returns & Refund Policy
Last updated: September 2026
At Freshity, customer satisfaction is important to us. This policy explains our returns, cancellations and refunds for purchases made online through freshity.co.uk, including eligible UK and international orders.
Nothing in this policy affects your statutory consumer rights.
30-Day Freshity Returns Policy
In addition to any statutory rights you may have, Freshity offers a 30-day return period from the date your order is delivered for eligible online purchases.
To qualify under our voluntary 30-day change-of-mind policy, products must be:
- Unused and untested
- Unopened and in their original factory-sealed condition
- Returned with their original packaging, accessories, inserts and promotional items where applicable
- In a condition suitable for resale
Products that do not meet these requirements may not qualify under our voluntary 30-day returns policy.
This voluntary policy does not restrict any statutory rights that may apply separately.
Perfumes, Fragrances & Personal-Care Products
Due to the nature of perfumes, fragrance oils, body sprays, cosmetics and other personal fragrance products, products returned under Freshity's voluntary 30-day change-of-mind policy must remain unused, unopened and, where supplied sealed, in their original factory-sealed condition.
Products that have been substantially used, tested or damaged by the customer will not normally qualify under our voluntary change-of-mind policy.
This does not affect any statutory rights you may have, including where an item is faulty, damaged, incorrectly supplied or not as described.
Where statutory cancellation or withdrawal rights apply, those rights will be handled in accordance with the applicable consumer law.
Change-of-Mind Returns
If you wish to return an eligible item under Freshity's voluntary 30-day returns policy because you have changed your mind:
- You must contact us within 30 days of delivery
- You are responsible for arranging and paying the return shipping
- The product must satisfy the eligibility requirements above
- We strongly recommend using an appropriate tracked and insured return service
- Your refund will be processed after the return has been received and inspected
For returns made solely under our voluntary 30-day policy, original delivery charges are not normally refundable unless required by applicable law.
Where you exercise a statutory cancellation/withdrawal right, the applicable delivery-cost refund will be handled in accordance with the law. For example, where required, this includes the cost of our least expensive standard delivery service, but not any additional amount paid for an upgraded or express service.
UK Online Cancellation Rights
UK consumers purchasing online generally have a statutory right to tell us that they wish to cancel an eligible order within 14 days after receiving the goods, without needing to provide a reason.
After notifying us of a statutory cancellation, you generally have a further 14 days to return the goods.
Customers are responsible for the direct cost of returning goods where the law permits and where we have informed you of this obligation.
Where the statutory cancellation right applies, refunds will be handled in accordance with the Consumer Contracts Regulations, including applicable standard delivery charges.
European Union Customers – Right of Withdrawal
Customers in the European Union generally have a statutory 14-day right of withdrawal for eligible online purchases.
The withdrawal period normally begins when you receive the goods.
You do not need to provide a reason for exercising an eligible statutory right of withdrawal.
After notifying Freshity of your decision to withdraw, the goods must generally be returned within the applicable legal return period.
Customers are responsible for the direct cost of return shipping where permitted by law and where they have been informed of this before purchase.
Where the statutory EU right of withdrawal applies, Freshity will refund the applicable purchase price and the cost of our least expensive standard outbound delivery service as required by law. Additional delivery costs resulting from choosing an upgraded or express delivery option do not have to be refunded.
This statutory right exists separately from Freshity's voluntary 30-day returns policy.
International Returns
Please contact Freshity before sending any international return.
Perfumes containing alcohol may be classified as dangerous goods for transportation purposes and may not be accepted by ordinary international postal or courier services.
Customers should therefore not attempt to send an alcohol-based perfume internationally without first confirming the appropriate return procedure with Freshity.
For eligible change-of-mind international returns, the customer is responsible for the direct return shipping cost where permitted by applicable law.
Freshity does not accept responsibility for a return sent using an unsuitable or prohibited shipping method.
Where possible, we recommend using an appropriate tracked service and retaining proof of shipment.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.
For the quickest investigation, we ask customers to contact us within 5 days of delivery where damage or an incorrect item is immediately apparent.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Clear photographs of the outer packaging
- A photograph of the shipping label
- Photographs showing any visible parcel damage
Please retain the product and all original packaging while the claim is being investigated, as the courier may require further evidence.
The 5-day request is intended to help us investigate shipping damage promptly and does not remove or shorten any statutory rights you may have regarding faulty, damaged, incorrectly supplied or misdescribed goods.
Where a claim is accepted, Freshity will provide the appropriate remedy in accordance with applicable consumer law.
Return Shipping Costs
For an eligible change-of-mind return, the customer is responsible for the direct cost of returning the goods unless Freshity agrees otherwise or applicable law requires us to cover the cost.
If a product is confirmed to have been supplied incorrectly, faulty or damaged due to Freshity or our delivery service, we will handle reasonable return costs as required by applicable law.
For international perfume returns, please contact us before arranging shipment because carrier restrictions may apply.
Refund Process
Once an eligible return has been received, it will be inspected by our Returns Team.
We will notify you when the return has been reviewed.
Approved refunds will be issued to the original payment method.
Where statutory cancellation rights apply, refunds will be made within the applicable legal timeframe. Freshity may, where permitted, wait until the returned goods have been received or the customer provides evidence that they have been sent back. UK guidance requires refunds within 14 days after receiving returned goods; EU rules similarly permit reimbursement to be withheld until the goods or evidence of return is received.
After Freshity issues a refund, please allow your bank or payment provider additional time to process and display the transaction.
Incorrect or Incomplete Delivery Address
Customers are responsible for ensuring that the delivery information provided at checkout is complete and accurate.
If a parcel is returned because an incorrect or incomplete address was supplied by the customer, Freshity may recover reasonable shipping, return, customs or carrier costs actually incurred, where permitted by law.
If the customer requests redelivery, an additional delivery charge may apply.
This does not apply where the delivery problem was caused by Freshity or the delivery provider.
Refused or Uncollected Deliveries
If a parcel is refused, unclaimed or returned because the customer failed to collect or accept an attempted delivery, Freshity may incur additional shipping, return, customs or carrier charges.
Where permitted by applicable law, reasonable costs actually incurred may be deducted from any applicable refund.
This does not restrict any statutory rights available to the customer.
For international DPD deliveries, we recommend accepting the delivery and contacting Freshity to arrange a return rather than refusing the parcel.
International Duties & Taxes on Returned Orders
For international orders originally shipped using our DPD DDP (Delivered Duty Paid) service, duties, taxes and customs charges may have been paid by Freshity as part of importing the order into the destination country.
If an international order is subsequently returned, any duties, taxes, customs refunds or adjustments will be handled in accordance with applicable law and the relevant customs/carrier procedures.
This does not affect any refund amount that the customer is legally entitled to receive.
In-Store Purchases
This online Returns & Refund Policy applies to purchases made through freshity.co.uk.
Purchases made at our physical Freshity store are subject to our separate in-store policy.
For an in-store change of mind, unwanted gift or personal preference, we do not normally offer refunds or exchanges.
Customers are encouraged to smell, inspect and make sure they are satisfied with their chosen fragrance before completing their in-store purchase.
This does not affect your statutory rights where goods are faulty, not as described or otherwise do not conform to the contract. UK law does not generally require a retailer to accept an in-store return merely because the customer has changed their mind.
How to Request a Return
Before returning an online order, please contact:
Freshity Customer Service
Email: info@freshity.co.uk
Please provide:
- Your full name
- Order number
- Product(s) you wish to return
- Reason for return
- Photographs where the product is damaged, faulty or incorrect
For international perfume orders, please wait for return instructions before shipping the product.
Your Statutory Rights
Nothing in this Returns & Refund Policy is intended to exclude, restrict or override any mandatory rights or remedies available to consumers under applicable law, including the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and applicable consumer protection legislation in the customer's destination country.