Refund policy
Return & Refund Policy
At Perfumeo Ltd, we are committed to providing a smooth and enjoyable shopping experience. To give you complete peace of mind, we offer a 14-day returns guarantee on all products purchased through our website.
Order Cancellation
If you wish to cancel your order, please contact us as soon as possible by emailing theperfumeostore@gmail.com clearly stating your order number and reason for cancellation. Orders can only be cancelled if they have not yet been dispatched. If your order has already been shipped, it cannot be cancelled and must instead be returned in accordance with the policy below.
Returns Eligibility
To qualify for a return, products must be unopened, unused, and in their original sealed packaging. The return request must be made within 14 days of the delivery date. Personalised or customised items are not eligible for return.
Return Process
To initiate a return, email our customer service team at theperfumeostore@gmail.com within 14 days of receiving your order. Our team will provide the return address and further instructions. Please ensure the item is securely packaged to prevent damage during transit.
Refunds
Once we receive and inspect the returned item(s), we will process your refund. Refunds will be issued to the original payment method used at checkout. Please allow 2 to 7 working days for the funds to appear in your account after processing.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error. We strongly recommend using a tracked delivery service, as Perfumeo Ltd cannot be held responsible for items lost during return transit.
Exchanges
We do not offer direct exchanges. If you wish to receive a different item, please follow the return process and place a new order for the desired product.
Damaged or Faulty Items
If your item arrives damaged or defective, you must contact us within 24 hours of delivery by emailing theperfumeostore@gmail.com. Please do not dispose of the item, as photographic evidence will be required and we may request the item be returned for inspection or claim purposes. Once verified, we will arrange a replacement.
Incorrect Items
If you receive an incorrect item, do not open the product packaging. Contact us within 24 hours of receiving your order at theperfumeostore@gmail.com, providing your order number and a clear description of the issue. The incorrect item must be returned in its original condition, including all packaging and accompanying materials. Failure to follow these steps may delay the return or replacement process.
Impact of Free Delivery Offers
If your original order qualified for free delivery and returned items reduce the total order value below the free shipping threshold, a £3.95 postage charge may be deducted from your refund to cover the original shipping cost. If your order did not qualify for free delivery at the time of purchase, this condition does not apply.
Contact Us
For any further questions or assistance, please contact our customer service team at theperfumeostore@gmail.co.uk. Thank you for shopping with Perfumeo Ltd.