Refund policy
Returns & Refunds Policy
At The Perfume Laboratory, we take great care in preparing, packaging and dispatching every order. We want you to be completely happy with your purchase.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, defective or incorrect, please contact us as soon as possible, ideally within 48 hours of delivery, at rita@theperfumelaboratory.com.
Please include your order number, a description of the issue and clear photographs where possible.
We will review your request and arrange an appropriate refund, replacement or other remedy in accordance with your statutory consumer rights.
The 48-hour notification period is a request to help us resolve delivery issues quickly and does not affect your legal rights.
Change-of-Mind Returns
For eligible products purchased online, you have 14 days from the day after receiving your order to notify us that you wish to cancel your purchase.
Once you have notified us, you have a further 14 days to return the item.
Items should be returned unused, with their original tags and packaging wherever possible. You may inspect items as you would in a shop, but any handling beyond what is necessary may result in a deduction from your refund.
Customers are responsible for the direct cost of returning change-of-mind purchases unless otherwise agreed.
Perfumes, Cosmetics & Beauty Products
For hygiene and safety reasons, certain sealed beauty and cosmetic products cannot be returned for a change-of-mind refund once their hygiene seal has been broken.
Our perfumes are supplied with a protective spray lock. Where this forms part of the product’s hygiene seal, breaking or removing it may make the product ineligible for a change-of-mind return.
This restriction does not apply to faulty, damaged or incorrectly supplied products, and your statutory rights remain unaffected.
Returning Your Order
Please email rita@theperfumelaboratory.com before returning an item so we can provide the appropriate return instructions.
Once your return arrives, we will inspect it and email you to confirm the outcome.
Refunds
Approved refunds will be issued to your original payment method.
Where you exercise your statutory right to cancel an eligible online order, refunds will be processed within the legally required timeframe, generally within 14 days of receiving the returned goods or evidence that they have been sent back.
For faulty goods, we will provide the appropriate remedy in accordance with UK consumer law, including covering reasonable return costs where required.
Please allow additional time for your bank or payment provider to display the refund.
Contact Us
The Perfume Laboratory
70 Whitburn Street
Bridgnorth, Shropshire
WV16 4QP
Email: rita@theperfumelaboratory.com
Thank you for shopping with our independent family business.
