REFUNDS AND RETURNS POLICY
We hope you love your purchase from Poppy Lane Home Fragrances. However, if you change your mind, we offer a 30-day returns period, subject to the conditions below.
CHANGE-OF-MIND RETURNS
You may request a return within 30 days of receiving your order.
To be eligible for a full refund under our voluntary returns policy, the product should be unused, in its original condition and, where possible, in its original packaging. You will also need your order number or other proof of purchase.
To request a return, please email contact @poppylanehomefragrances.com before sending anything back. Returns should be sent to:
71 Ham Drive
Plymouth
PL2 2 NW
Please do not send a return until you have contacted us and received the relevant return instructions.
Unless an item is faulty, damaged, incorrect or not as described, the customer is responsible for the cost of returning it. We recommend obtaining proof of postage, as we cannot be responsible for returns lost in transit.
YOUR RIGHT TO CANCEL AN ONLINE ORDER
For most products purchased online, UK customers have the legal right to cancel their order within 14 days beginning the day after the goods are received, without giving a reason.
After informing us of the cancellation, the goods must normally be returned within a further 14 days.
Customers may inspect products as they would reasonably be able to in a shop. We may make a reasonable deduction from the refund if a product has been used or handled more than necessary to establish its nature, characteristics and condition.
Where the statutory cancellation right applies, we will refund the price paid and the cost of our least expensive standard delivery option. Additional delivery costs chosen by the customer, such as express delivery, will not be refunded.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please contact us as soon as reasonably possible if an item arrives damaged, is faulty, is not as described or if you receive the wrong product. Please provide your order number and, where possible, photographs showing the problem so we can resolve it promptly.
Where a product is faulty, damaged, incorrect or not as described, Poppy Lane Home Fragrances will cover reasonable return costs where a return is required.
Nothing in this policy affects your legal rights under the Consumer Rights Act 2015.
NON-RETURNABLE PRODUCTS
The statutory change-of-mind cancellation right may not apply to:
• Products made to the customer’s individual specifications or clearly personalised
• Sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken
• Gift cards and digital products once downloading or access has begun with the customer’s prior consent
A product is not considered personalised merely because it is handmade or made after an order is placed.
For safety reasons, used candles, melted wax products, opened room sprays, opened fragrance products and other products that have been used cannot normally be resold. Depending on the circumstances, using a product may result in a reduction to the refund. This does not affect your rights if the product is faulty, damaged or not as described.
SALE ITEMS
Sale items are covered by the same legal rights as full-price products. Faulty, damaged, incorrect or misdescribed sale items may still be returned.
Our additional 30-day change-of-mind policy also applies to sale items unless a product listing clearly states that an item is a non-returnable clearance product. This does not affect your statutory rights.
REFUNDS
We will notify you when your return has been received and inspected.
Where the statutory cancellation right applies, your refund will be issued within 14 days of the earlier of:
• The date we receive the returned goods; or
• The date you provide evidence that the goods have been sent back.
Refunds will be made to the original payment method. Your bank or card provider may require additional time to display the payment in your account.
If an order is cancelled before it has been dispatched, the refund will be processed as soon as reasonably possible.
EXCHANGES
If you would like a different item, please contact us. Depending on the circumstances, the simplest option may be to return the original product and place a new order.
CANCELLING OR REQUESTING A RETURN
To cancel an order or request a return, email:
contact@poppylanehomefragrances.com
Please include:
• Your name
• Your order number
• The product concerned
• Whether you are cancelling the order, requesting a return or reporting a problem
This policy does not limit or exclude any rights provided by UK consumer law.
