Refunds & Returns
Cancellation of Order
If you wish to cancel an order you must inform us as soon as possible by sending an email to firstname.lastname@example.org. If we receive your order cancellation before we have dispatched the goods to you, you shall be entitled to a full refund of the total order price. The refund payment will be made in accordance with the Refunds section below.
If we receive your order cancellation after the good have been dispatched, then you cannot cancel your order. However, you are entitled to return the goods to us in accordance with the Returns section below.
We hope that you are satisfied with your order. However, if you are not satisfied or the item has been damaged in transit, you may return any or all items in their original condition and packaging for a refund within 14 working days from delivery, subject to the following conditions:
You must inform us of your intention to return the goods to us within 7 days of receiving the goods by sending an email to email@example.com or by telephone on +44 (0) 1708 253619 Monday to Friday 9am – 5pm. Clearly state your reasons for returning the goods to us. If you wish to return only part of the order then please also clearly state which items you wish to return.
You must wait for our response before returning the goods. We may correspond with you by email to discuss the condition of the goods you wish to return.
You must return the goods to us by recorded delivery (which requires a signature by the recipient) to the following address:
Eve Victoria Home Fragrance, Poth Hille Ltd, 18 Easter Park, Ferry Lane, South Rainham, Essex, RM13 9BP
You must return the goods unused and in the condition you received them in.
All returned products must be in their original product packaging. If you have opened the product packaging, or you have damaged the packaging so that it cannot be reused, we reserve the right to provide you with a partial refund only. You must retain your original recorded mail receipt in case we require proof of the return in the unlikely event that your return package does not reach us.
Subject to your compliance with the Returns section above, if you are returning your goods because they were damaged in transit, or because the wrong products were delivered, or because the products delivered were different from what was described when you purchased the products, then you shall be entitled to a refund of the full product price of the returned product or products and a refund of the full price of the original delivery charge.
Subject to your compliance with the Returns section above, in all other circumstances you will be entitled to a refund of the full product price(s) of the returned product(s). The original delivery charge will not be refunded. In no circumstances will you be refunded your cost of delivering the returned goods to us.
Please note, if we reasonably believe the returned goods have been used you will not be entitled to a refund. You will be responsible for arranging for the delivery of your returned goods back to yourself within 28 days of our receipt of your returned goods.
Your refund will be applied to the credit/debit card used to make payment within 24hrs of us accepting return of the goods.
If you have any queries please contact us by email at firstname.lastname@example.org or by telephone +44 (0) 1708 253619 Monday to Friday 9am – 5pm.