Hassle-Free Returns
We’re here to help. 14-day change-of-mind, quick replacements for anything damaged or missing, and clear communication at every step.
Returns & Exchanges — Chet Spirit Scent
Last updated: 19 Oct 2025
We want your experience to feel calm and easy. If anything arrives damaged, is missing, or simply isn’t right for you, we’ll sort it quickly and kindly. This policy applies to UK orders and does not affect your statutory rights (Consumer Rights Act 2015 & Consumer Contracts Regulations 2013).
Quick summary
- Change-of-mind: 14-day cooling-off period from delivery. Items must be unused, unopened and in original packaging.
- Damaged, faulty or missing: Tell us as soon as possible (ideally within 3 business days) so we can investigate with our warehouse partners and courier. Photos help.
- Incorrect item received: We’ll arrange a return and send the correct item or refund.
- Refund timing: Once your return is received/approved, refunds are issued to your original payment method within 3–5 working days (bank times may vary).
Contact: support@chetspiritscent.uk (include your order number in the subject line)
1) Damaged or faulty on arrival
If your parcel or an item looks damaged, faulty or has leakage on arrival:
- Email support@chetspiritscent.uk within 3 business days of delivery.
- Include your order number, item name, brief details, and clear photos of the product, inner/outer packaging and shipping label.
- We’ll offer a replacement or refund. If we need the item back, we’ll provide a pre-paid label or collection.
You have up to 30 days from delivery to reject a faulty item under UK law; contacting us quickly helps us resolve with the courier and our suppliers.
2) Missing items
Sometimes multi-item orders can arrive in separate parcels. If something is missing:
- Check your tracking emails for partial deliveries.
- If still missing after the last parcel arrives, email us within 3 business days with your order number and the missing item(s).
- We’ll trace, replace, or refund the missing item(s).
3) Items sent in error
If you receive an item you didn’t order:
- Let us know promptly. We’ll arrange a collection or pre-paid return and send the correct item or refund once scanned in by the carrier.
4) Ordered the wrong item / Change-of-mind returns
You’re welcome to return eligible items within the 14-day cooling-off window:
- Items must be unused, unopened, and in their original packaging (including seals, safety caps and any tamper-evident labels).
- Return postage is at your cost for change-of-mind returns. If you prefer, we can arrange a courier collection at cost price (currently £7.50 + VAT, UK mainland) and deduct it from your refund.
- Original delivery charges are non-refundable for change-of-mind returns (unless the whole order was cancelled before dispatch or we made an error).
How to start a change-of-mind return
- Email support@chetspiritscent.uk within 14 days of delivery.
- We’ll issue an RMA number and the return instructions/address.
- Return the parcel within 14 days of your RMA being issued and keep your proof of postage.
5) Hygiene & non-returnable items
For safety and hygiene, we can’t accept returns of the following once opened/unsealed (unless faulty):
- Oils, mists, sprays, bath salts, soaps, skincare, or any liquid/consumable wellness item.
- Incense cones/sticks once the inner pack is opened.
- Custom, made-to-order or personalised items.
- Used candles (candles may be returned only if unused and unburned).
If any of the above arrive damaged or faulty, please contact us as per section 1 and we’ll put it right.
6) Refunds & processing
- We’ll process your refund within 3–5 working days of receiving and inspecting your return (or from approval of a damage/missing claim).
- Refunds go to your original payment method. Bank processing times can add a few days.
- If a return arrives used, incomplete or not in resaleable condition, we may reduce the refund to reflect the product’s condition, in line with consumer regulations.
7) Deliveries & delays
We ship with trusted couriers, but very rarely delays happen. We’ll help chase any late parcels. We’re not able to offer compensation for indirect losses due to courier delays, but we’ll make sure you either receive your goods or get a refund when a parcel is confirmed lost.
8) How to contact us
- Email: support@chetspiritscent.uk
- Please include: Order number, full name, and photos (if damaged/faulty).
- Our team aims to respond within 1 working day.
Still need a hand?
Email support@chetspiritscent.uk with your order number and we’ll take care of the rest.
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