Return & Refund Policy

 

At FAAN Perfumes UK, we are committed to providing an exceptional shopping experience and ensuring customer satisfaction. Please review our Return & Refund Policy before placing an order.

This policy applies to purchases made directly through our official UK website: https://uk.faanperfumes.com.

1. Return & Exchange Eligibility

Customers have the right to cancel eligible online purchases within 14 calendar days of receiving their order, without providing a reason.

After notifying us of cancellation, customers have a further 14 calendar days to return the eligible products.

For standard change-of-mind returns, we request the following:

• Products should be unused, unopened, and in their original packaging wherever possible.

• Original packaging, accessories, and promotional items should be included where applicable.

• Proof of purchase, such as an order confirmation, order number, or other reasonable evidence of purchase, should be provided.

• Products purchased from third-party retailers, marketplaces, or physical stores must normally be returned through the original seller.

Customers may inspect products as reasonably necessary to establish their nature and characteristics. Where permitted by law, a deduction may apply if excessive handling has diminished the product's value.

Voluntary exchanges are subject to product availability.

Nothing in these conditions limits customers' statutory cancellation rights or remedies for faulty products.

2. Non-Returnable Items

For hygiene, safety, and product integrity reasons, certain products may be excluded from standard change-of-mind returns where a specific legal exception applies.

These may include:

• Sealed goods that are genuinely unsuitable for return due to health protection or hygiene reasons and have been unsealed after delivery.

• Products damaged through customer misuse or improper handling, subject to applicable consumer rights.

• Products purchased from third-party sellers, which must normally be returned to the original seller.

Opening a perfume or removing its packaging does not automatically eliminate statutory cancellation rights. Any restriction will apply only where permitted under UK law.

These exclusions do not apply to valid claims involving defective products, incorrect shipments, or other rights provided under applicable consumer protection legislation.

3. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact our customer support team as soon as reasonably possible after delivery.

Provide your order number, a description of the issue, and clear photographs where available.

Under the Consumer Rights Act 2015, customers generally have a 30-day right to reject faulty goods for a refund.

After this period, customers may have further rights to a repair, replacement, price reduction, or refund depending on the circumstances.

For confirmed manufacturing defects, damage during shipping, or fulfilment errors, FAAN Perfumes UK will arrange an appropriate resolution and cover reasonable return shipping costs where required by law.

Your statutory rights remain unaffected.

4. Refund Processing

Once we receive an eligible returned product, we will review the return and notify you of the outcome where appropriate.

For valid statutory cancellations:

• Eligible refunds include the product price and applicable original standard delivery charges.

• Additional charges for premium or express delivery may not be refundable beyond the cost of standard delivery.

• Refunds will be issued without undue delay and no later than 14 calendar days after we receive the returned goods or acceptable evidence that they have been sent back, whichever is earlier.

• Refunds will be issued using the original payment method unless otherwise agreed.

For faulty goods, refunds will be processed in accordance with applicable UK consumer law.

The time required for a refund to appear in your account may vary depending on your bank or payment provider.

5. Order Cancellation Policy

Customers may request an order cancellation before dispatch by contacting our customer support team.

We recommend contacting us within 24 hours of placing an order to improve the possibility of stopping dispatch.

This 24-hour recommendation does not restrict statutory cancellation rights.

Under applicable UK distance-selling regulations, customers generally have the right to cancel eligible purchases from the time the order is placed until 14 calendar days after receiving the goods.

Where an order has already been dispatched, customers may exercise their applicable cancellation rights and follow the return procedure.

If an order cannot be fulfilled or delivered within the agreed or legally required timeframe, customers will receive the cancellation and refund options required by UK law.

6. Return Shipping Charges

For standard change-of-mind returns:

• Customers are responsible for direct return shipping charges where permitted by law and disclosed before purchase.

• FAAN Perfumes UK does not charge an additional restocking fee for eligible returns.

• Refunds for valid statutory cancellations include the applicable original standard delivery cost.

For verified defective, damaged, or incorrectly supplied products, FAAN Perfumes UK will cover reasonable return shipping expenses where required by law.

Customers must follow the return instructions provided by our support team to ensure safe transportation.

7. Perfume Return Shipping Restrictions

Certain perfumes contain alcohol and may be classified as flammable or restricted goods under transportation regulations.

Because of these restrictions:

• Customers must contact our support team before shipping perfume products back to us.

• Return shipments must follow the approved shipping methods and instructions provided by FAAN Perfumes UK.

• Special packaging, quantity limits, or approved courier services may be required.

• Customers should not independently ship leaking, broken, or damaged perfume bottles without appropriate safety instructions.

Return shipments must comply with applicable UK transport and courier requirements.

8. How to Request a Return or Exchange

To initiate a return, exchange, or cancellation:

1. Contact our customer service team at support@faanperfumes.com.

2. Provide your order number and explain your request where applicable. No reason is required to exercise a statutory change-of-mind cancellation right.

3. Include supporting photographs if the item is damaged, defective, or incorrect, where available.

4. Our support team will provide return instructions and an appropriate shipping procedure.

5. Follow the provided instructions and retain proof of return postage.

Customers may exercise their statutory cancellation right by sending a clear statement of their decision to cancel within the applicable deadline.

Please do not send products to any address without first requesting return shipping instructions from FAAN Perfumes UK.

9. Required Documentation

To help process a return or exchange, customers should provide:

• An order number, invoice, or other reasonable proof of purchase.

• Original product packaging and seals where applicable to the return.

• Any accessories or promotional items originally included, where applicable.

• Photographs or supporting information when reasonably necessary to assess product issues.

A lack of original packaging or photographs will not automatically remove any applicable statutory consumer rights.

10. Customer Support

Our customer care team aims to respond to inquiries within 2 business days, excluding public holidays.

For assistance with returns, refunds, exchanges, or order cancellations, please contact:

FAAN PERFUMES UK

UK Operations, Payment Processing & Invoicing Partner:

OHA INTERNATIONAL LTD

Business Address:

Unit 90, The Grid, Lockfield Avenue
Enfield, EN3 7PX
United Kingdom

Email: support@faanperfumes.com

Website: https://uk.faanperfumes.com

OHA INTERNATIONAL LTD is responsible for UK order operations, payment processing, refunds, and customer invoicing under its arrangement with FAAN Perfumes.

11. Consumer Rights

Nothing in this policy limits or excludes any statutory consumer rights or remedies that cannot legally be excluded under applicable United Kingdom laws, including:

• Consumer Rights Act 2015

• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Customers retain all applicable rights relating to goods that are faulty, not as described, or not of satisfactory quality.

12. Privacy & Assurance

Your privacy and security are important to us. Customer information provided during return or refund requests will be handled according to our Privacy Policy and applicable UK data protection requirements.

We are committed to addressing customer concerns fairly, securely, and professionally.

FAAN Perfumes UK — Crafted with Passion. Delivered with Confidence.