Refund & Returns Policy
Last updated: July 2026
This policy explains returns and refunds for Craig's Scents products bought online through this website, by email/phone, or in store (including at our stockist, Artisans Handmade UK Ltd in Newbury).
In-store purchases — no returns
All in-store sales are final. We do not accept returns and do not offer refunds on purchases made in person, including at our stockist, except where the law requires us to because an item is faulty, not as described, or not of satisfactory quality.
Please check your selection carefully before paying. If you are unsure about a fragrance, ask in store before you buy.
Your statutory rights
Nothing in this policy removes your legal rights under UK consumer law. If goods are faulty, not as described, or not of satisfactory quality, you are entitled to a repair, replacement, or refund in line with the Consumer Rights Act 2015, whether you bought in store or remotely.
Online website orders
Orders placed through this website are paid via Stripe. If payment fails or you cancel Stripe checkout, nothing is charged.
For completed online orders, UK distance-selling rules may give you a 14-day right to cancel from the day after you receive the goods, and a further 14 days to return them, unless an exemption applies.
Sealed fragrance products: Wax melts, sizzlers, and similar sealed scent products cannot be returned for change of mind once the seal has been broken or the product has been used, for hygiene and safety reasons.
Please quote your order number (for example CS-…) when contacting us about an online order.
Other remote orders
Orders placed by email, phone, or message (including delivery) follow the same distance-selling and sealed-product rules described above.
Faulty or damaged items
If an item is faulty or damaged, contact us within 30 days with your purchase details (and order number if online) and, if possible, a photo. We will arrange a replacement or refund where you are entitled to one under UK law. For mail orders, we may also cover reasonable return postage where applicable.
How to request a return or refund
Contact us before sending anything back:
- Email: info@craigsscentsmcr.co.uk
- Phone: 07713 168993
Refunds
Approved refunds for online Stripe payments are returned to your original payment method where possible, within 14 days of us receiving returned goods or agreeing to a refund. Delivery charges are refunded only where the full order is cancelled under your legal rights or where the return is due to our error.
Items we cannot accept back
- Used or opened wax melts and sizzlers (unless faulty)
- Custom or personalised items made to your specification (unless faulty)
- Items returned without contacting us first