Refund policy

Thank you for shopping with Decantique.
Because we specialise in fragrance decants—products that are filled to order, hygienic in nature, and cannot be resold once opened—our return rules differ from standard retail items.
This policy explains when returns are accepted and how refunds are processed.

1. RETURN ELIGIBILITY

We have a 30-day return window, starting from the day you receive your order.

However, due to the nature of our products, most items cannot be returned once opened.

You may return an item only if ALL conditions below are met:

  • The product is completely unused

  • The product has not been opened, sprayed, tested, or tampered with in any way

  • The tamper-evident seal (if applicable) is fully intact

  • The item is returned in its original packaging

  • You can provide proof of purchase

If a decant shows any sign of use, the return will be rejected for hygiene and safety reasons.

2. NON-RETURNABLE ITEMS

The following items cannot be returned or refunded, except if damaged or incorrect:

  • Fragrance decants (sample sizes filled to order)

  • Any item that has been opened, tested, or used

  • Items without intact seals

  • Sale items

  • Gift cards

  • Custom or personalised items (if applicable)

This exemption is permitted under UK and EU consumer law for personal care goods and items sealed for hygiene reasons.

3. DAMAGED, DEFECTIVE, OR WRONG ITEMS

If your order arrives damaged, defective, or incorrect, you must notify us within:

48 hours of delivery.

Please provide:

  • Photos of the packaging

  • Photos of the product(s)

  • Your order number

We will review the issue and provide a replacement or refund, depending on availability.

4. HOW TO START A RETURN

Email us at: info@decantique.co.uk

Do not return items without receiving return instructions.
Items sent back without approval will not be accepted or refunded.

If your return is approved:

  • We will provide a return address

  • You are responsible for return shipping costs unless we made an error or the item was faulty

5. EXCHANGES

We do not offer direct exchanges.
If you want a different product, please place a new order after your return is approved.

6. EU 14-DAY COOLING-OFF PERIOD

If your order is shipped to the European Union, you have the legal right to cancel your order within 14 days of receiving it.

However — under EU consumer protection rules — this right does NOT apply once a sealed personal care item has been opened, including:

  • Perfume

  • Fragrance decants

  • Cosmetic liquids

  • Hygienic items sealed for safety

Therefore, cooling-off cancellations only apply to unopened, unused items with intact seals.

7. REFUNDS

Once we receive and inspect your return, we will notify you of approval or rejection.

If approved:

  • A refund will be issued to your original payment method within 10 business days

  • Bank processing times may vary

If 15 business days pass after approval and you have not received your refund, please contact us at info@decantique.co.uk.

SUMMARY

  • Opened decants cannot be returned — ever (legal hygiene exemption)

  • Unused, sealed items may be returned within 30 days

  • Damaged or incorrect items must be reported within 48 hours

  • Eu customers have 14-day rights, but not for opened fragrance products

  • Refunds issued within 10 business days of approval