Refund policy
Returns & Refunds Policy
Last Updated: 6th June 2026
At Wild & Wicked Scent Company Ltd, we want you to be happy with your purchase. If you are not completely satisfied, please read the information below regarding returns, refunds and replacements.
Your Right to Cancel
Under UK consumer law, you have the right to cancel most online purchases within 14 days of receiving your order.
To exercise this right, you must notify us within 14 days of receiving your goods.
Once you have notified us of your cancellation, you must return the goods within 14 days.
To request a return, please contact:
Change of Mind Returns
We are happy to accept returns where:
- The item is unused;
- The item remains in a resaleable condition;
- The item is returned within the applicable cancellation period; and
- The item is returned in its original packaging where possible.
Customers are responsible for the cost of returning items when returning goods due to a change of mind.
For your protection, we recommend using a tracked service or obtaining proof of postage, as we cannot be responsible for returned items lost in transit.
Items That Cannot Be Returned
For hygiene, safety and product integrity reasons, we cannot accept returns of:
- Opened reed diffusers;
- Opened in-car diffusers;
- Used or burned candles;
- Products that have been altered after delivery;
- Personalised or bespoke items (if offered in future),
unless they are faulty, damaged or not as described.
Damaged, Faulty or Incorrect Orders
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.
To help us resolve the issue quickly, please provide:
- Your order number;
- A description of the issue;
- Photographs of the product; and
- Photographs of the packaging where appropriate.
Please send these details to:
Once we have reviewed the information, we will arrange an appropriate solution which may include:
- A replacement product;
- A repair (where appropriate);
- A full refund; or
- A partial refund where agreed.
Lost Orders
If your order has not arrived within a reasonable time after dispatch, please contact us and we will investigate the matter with the delivery provider.
Where an item is confirmed as lost in transit, we will provide a replacement or refund as appropriate.
Refund Processing
Once returned goods have been received and inspected, we will notify you regarding the outcome of your refund request.
Approved refunds will be issued using the original payment method used for the purchase.
Please allow sufficient time for your bank, card provider or payment provider to process the refund once issued.
Return Address
Returns should only be sent after contacting us and receiving return instructions.
Wild & Wicked Scent Company Ltd
3 Langley Hill
Calcot
Reading
RG31 4QX
Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer protection legislation.