Returns & Refunds Policy

Effective Date: 9 September 2026

At Us! Uni-Scent Limited, we want you to be happy with your purchase. If something isn't quite right, this policy explains how returns, cancellations, refunds and exchanges are handled.

Nothing in this policy affects your statutory rights.

1. Change-of-Mind Returns

If you purchase an eligible product from us online, you generally have the right to cancel your order within 14 days of receiving your goods, without having to give a reason.

To exercise your right to cancel, please contact us at info@us1.co.uk within the 14-day cancellation period.

Once you have told us that you wish to cancel, you then have a further 14 days to return the goods to us.

Unless the product is faulty, damaged, incorrect or not as described, you will normally be responsible for the cost of returning the goods.

Please take reasonable care of products while they are in your possession.

2. Products That Cannot Normally Be Returned for a Change of Mind

Certain products may be excluded from change-of-mind returns where permitted by law. These may include:

• Products that have been personalised or custom-made specifically for you, including personalised wedding favours

• Sealed goods that are not suitable for return for health or hygiene reasons once they have been unsealed

• Gift cards

These exclusions apply to change-of-mind returns only.

They do not affect your statutory rights if a product is faulty, damaged, incorrect, not as described or otherwise fails to meet the requirements of applicable consumer law.

3. Fragrances, Cosmetics & Personal-Care Products

Some of our products, including cosmetics and personal-care products, may be supplied sealed for hygiene and product-integrity reasons.

Where the applicable legal exemption applies, sealed goods that are not suitable for return for health or hygiene reasons may not be eligible for a change-of-mind return once the seal has been broken.

This does not affect your statutory rights if the product is faulty, damaged, incorrect or not as described.

If there is a problem with a product you have received, please contact us even if the product has been opened.

4. Faulty, Damaged, Incorrect or Misdescribed Products

We're very sorry if something has gone wrong with your order.

Please contact us as soon as possible if:

• Your product arrives damaged

• Your product is faulty

• You receive the wrong product

• Your product is not as described

Please email info@us1.co.uk and include your name, order number, details of the problem and, where appropriate, photographs showing the issue.

We will work with you to provide the appropriate remedy in accordance with your statutory rights.

Your legal rights relating to faulty goods are separate from the 14-day change-of-mind cancellation period and are not limited by that period.

5. How to Request a Return

To request a return or notify us of a cancellation, please email:

info@us1.co.uk

Please provide:

• Your name

• Your order number

• The product you wish to return

• The reason for contacting us, where applicable

We will provide you with the relevant return instructions.

Please contact us before sending your return so that we can provide the correct return details.

Unless agreed otherwise, returned products should include their original packaging where reasonably possible.

6. Refunds

Where a refund is due, it will be made to the original payment method used for the purchase.

For eligible online cancellations, refunds will be processed within the time required by applicable consumer law.

Where goods are being returned following cancellation, we may withhold the refund until we have received the goods back or you provide evidence that they have been returned, whichever occurs first.

Once a refund has been issued by us, your bank, card provider or payment provider may require additional time for the funds to appear in your account.

7. Delivery Charges

Where you exercise your statutory right to cancel an eligible online order, we will refund the cost of our standard delivery option, where required by law.

If you chose a more expensive delivery method, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery service.

8. Return Postage

For eligible change-of-mind returns, you will normally be responsible for the cost of returning the goods to us.

If a product is faulty, damaged, incorrect or not as described, we will cover reasonable return costs where we are legally responsible for doing so.

We recommend obtaining proof of postage when returning products to us and keeping it until your return has been completed.

9. Personalised & Bespoke Wedding Favours

Our personalised wedding favours are created specifically for your celebration and may include personalised details such as names, wedding dates, colours, presentation choices or other bespoke elements.

Personalised or custom-made products are generally excluded from the statutory change-of-mind cancellation right.

For this reason, once work has begun on a personalised or bespoke order, we cannot normally accept a cancellation or return simply because you have changed your mind.

This does not affect your statutory rights if the products are faulty, damaged, incorrect or not as described.

Any specific deposit, payment, cancellation or production terms relating to a bespoke wedding order will be explained to you before your order is confirmed.

10. Exchanges

If you would like to exchange an eligible product, please contact us at info@us1.co.uk.

Exchanges are subject to product availability.

If the requested replacement is unavailable, we will discuss the available options with you.

Your statutory rights are not affected.

11. Gift Returns

If you received a product as a gift and would like to return it, please contact us with as much information about the original order as possible.

Where a monetary refund is due, it will normally be returned to the original payment method used by the purchaser.

12. Contact Us

If you have any questions about a cancellation, return, exchange or refund, please contact us:

Us! Uni-Scent Limited

Email: info@us1.co.uk

Registered Address:
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom

We will always aim to deal with any problems fairly and as quickly as possible.

Thank you for shopping with Us! Uni-Scent Limited.