Returns & Refund Policy

At Freshity, customer satisfaction is important to us. If you are not completely satisfied with your online purchase, please read our Returns & Refund Policy below.

Eligibility for Returns

You may request a return within 30 days of receiving your order, provided the item meets all of the following conditions:

• The product is unused, unopened and in its original factory-sealed condition.
• The product is returned in its original packaging with all accessories, inserts and promotional items (where applicable).
• The item is in a resaleable condition.

Returns that do not meet these requirements may be refused and returned to the customer.

Perfumes, Fragrances & Hygiene Products

Due to hygiene and safety reasons, we cannot accept returns of perfumes, fragrance oils, body sprays, cosmetics or any other personal fragrance products that have been:

• Opened.
• Unsealed.
• Used or tested.
• Damaged after delivery by the customer.

Once the factory seal has been broken, the product is considered used and cannot be returned unless it is faulty, damaged upon arrival, or supplied incorrectly.

Change of Mind Returns

If you wish to return an eligible item because you have changed your mind:

• You are responsible for the cost of returning the item to us.
• The original delivery charge paid when placing your order is non-refundable.
• If your order qualified for free shipping, Freshity reserves the right to deduct the actual outbound shipping cost incurred by us from your refund.
• Refunds will only be processed after the returned item has been received, inspected and approved by our Returns Team.
• We recommend using a tracked delivery service, as Freshity cannot accept responsibility for items lost or damaged during their return journey.

Please note that shipping charges are non-refundable unless the return is due to our error or the item is faulty.

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged during transit or incorrect, please notify us within 5 days of delivery by emailing info@freshity.co.uk.

Please include:

• Your order number.
• A description of the issue.
• Clear photographs of the product.
• Clear photographs of the outer packaging and shipping label.
• Photographs of any damage to the parcel (if applicable).

Please retain all original packaging until your claim has been completed, as the courier may require further evidence.

Where your claim is accepted, we will offer an appropriate remedy, which may include a replacement, repair or refund in accordance with your statutory rights.

Refund Process

Once your return has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please allow 5–10 working days for your bank or payment provider to process the refund.

Any applicable deductions, including original shipping charges and return conditions outlined in this policy, will be applied before the refund is processed.

Incorrect Delivery Address

Customers are responsible for ensuring that the delivery address provided at checkout is accurate.

If an incorrect or incomplete address is supplied and the parcel is returned to us, any original shipping costs incurred by Freshity will be deducted from any refund. If the customer wishes the parcel to be resent, an additional delivery charge will apply.

Refused or Uncollected Deliveries

If a parcel is refused by the customer or returned to us because it was not collected from the courier or delivery point, Freshity reserves the right to deduct all shipping costs and any return charges incurred before issuing any refund.

In-Store Purchases

This Returns & Refund Policy applies only to purchases made through www.freshity.co.uk.

Purchases made in our physical retail store are subject to our separate in-store returns policy.

Due to the nature of our products, we do not offer refunds or exchanges on in-store purchases for change of mind, unwanted gifts or personal preference. Customers are encouraged to smell, inspect and ensure they are happy with their purchase before completing their transaction.

This does not affect your statutory rights if an item is faulty or not as described.

Your Statutory Rights

Nothing in this Returns & Refund Policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation in the United Kingdom. If an item is faulty, not as described, or not of satisfactory quality, you may be entitled to a replacement or refund in accordance with your legal rights.