Refund policy

30-Day Sniff Guarantee

At Vaulted Scents, we want you to love your fragrance. That’s why we offer a 30-Day Sniff Guarantee.

If for any reason you’re not completely satisfied, you may request a return within 30 days of receiving your order.

Eligibility

To qualify for a return under our Sniff Guarantee:

The return must be requested within 30 days of delivery
The fragrance must be in its original packaging
The bottle must not be heavily used or damaged
Proof of purchase (order confirmation or receipt) is required

Light testing (a few sprays to sample the scent) is acceptable. However, significantly used bottles may not be eligible for a full refund.

How to Start a Return

To request a return:

Email us at info@vaultedscents.com , with your order number

Once your return is approved, we will provide:

A return form

Instructions on how and where to send your item

A return shipping label (where applicable)

Please note: Items sent back without prior authorisation will not be accepted.

You can always contact us for any return question at Info@vaultedscents.com

Damages and issues

Please inspect your order upon reception and contact us within 24 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Vaulted Scents / Vaultedcents.com Customer Promise

Satisfaction Guarantee: We happily accept used returns if you are not satisfied with your purchase.
Damaged Goods Policy: In the event your order arrives damaged, we will send a replacement. For us to process a replacement, we kindly require photographic evidence of the damaged product and packaging to be submitted with your claim. Replacements cannot be processed without this photographic documentation.

Exceptions / non-returnable items

We offer a 30-Day Sniff Guarantee, allowing you to return unwanted items within 30 days of delivery, provided they are returned in their original condition and packaging.

However, for hygiene and safety reasons, we cannot accept returns on:

Products that have been heavily used or damaged
Items returned without original packaging
Personalised or custom-made products
Gift cards
Any items not purchased directly from our website

Fragrances must be returned in resalable condition. Light testing (a few sprays to sample the scent) is acceptable under our Sniff Guarantee, but bottles that are significantly used may not qualify for a refund.

As our products contain alcohol and are classified as flammable liquids, returns must be securely packaged in accordance with postal regulations.

If you’re unsure whether your item qualifies, please contact us at info@vaultedscents.com, and our team will be happy to assist.

Exchange

We currently do not offer direct exchanges.

The quickest way to receive a different fragrance is to return your original item under our 30-Day Sniff Guarantee. Once your return has been approved, you can place a new order for your preferred scent.

This ensures you receive your new fragrance as quickly as possible.

European Union – 14 Day Cooling-Off Period

If your order is delivered within the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, for any reason and without providing justification.

To be eligible, items must be returned in the same condition in which they were received — unused, in their original packaging, and in resalable condition. Proof of purchase (such as your order confirmation email or receipt) will also be required.

Please note that this statutory right is separate from, and in addition to, our 30-Day Sniff Guarantee.

If you have any questions about your return eligibility, please contact us at info@vaultedscents.com, and our team will be happy to assist.

Refunds

Once we receive and inspect your return, we will notify you to confirm whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 10 business days. Please note that banks and card providers may take additional time to post the refund to your account.

If more than 15 business days have passed since your refund was approved, please contact us at info@vaultedscents.com.

Sale & Promotional Items

Discounted, promotional, or sale items are final sale and are not eligible for refunds unless the item is faulty or damaged.

Damaged or Faulty Items (Free Returns)

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at info@vaultedscents.com with your order number and clear photos of the issue.

We will provide a free return label where required.
No restocking fees will apply.
You may choose between a replacement or a full refund.

We are committed to ensuring every customer receives their order in perfect condition.

Return Shipping (Unwanted Items)

For unwanted items returned under our 30-Day Sniff Guarantee:

A flat-rate return fee of £3.99 will be deducted from your refund if we provide the return label.
A 20% restocking fee applies to unwanted returns.
Original shipping fees are non-refundable.

For items valued over £40, we recommend using a trackable shipping service. Vaulted Scents cannot guarantee receipt of returned items without tracking.

Gifts

Directly Shipped Gifts:
If your item was marked as a gift and shipped directly to you, we will issue a store credit once the return has been approved.

Indirectly Shipped Gifts:
If the item was not marked as a gift at checkout, the refund will be issued to the original purchaser’s payment method.

Return Window

Returns are accepted within 30 days of delivery, provided items are returned in original packaging and resalable condition in line with our Sniff Guarantee.

If you have any questions about your return, please contact us at info@vaultedscents.com - our team is always happy to assist.