Last updated: 30.12.2025

At Quack Fragrance, we want you to be happy with your purchase. This policy explains your rights and our process for returns and refunds.

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your items, without giving a reason.

To cancel your order, you must notify us in writing (by email) within 14 days of delivery.

Returned items must:

• Be unused and unopened (including unsprayed for room mists with lid inactivated)
   
• Be in their original packaging
   
• Be returned in a resalable condition
   

Due to hygiene and safety reasons, opened or used home fragrance products (such as candles, wax melts, diffusers, or sprays) cannot be returned unless they are faulty.

If your item arrives faulty, damaged, or incorrect, please contact us within 48 hours of delivery with:

• Your order number
   
• A description of the issue
   
• Clear photos of the item and packaging
   

We will offer a replacement or a full refund, including any applicable delivery costs.

To request a return, please contact us at:

Email: the contact us form on this site

Once approved, we will provide return instructions.

Customers are responsible for return postage costs unless the item is faulty or incorrect.

Once we receive and inspect your return:

• Refunds will be processed within 14 days
   
• Refunds will be issued to the original payment method
   

Original delivery charges are refundable only when the entire order is returned or if the item is faulty.

The following items cannot be returned:

• Used or opened home fragrance products
   
• Gift cards
   
• Sale or clearance items (unless faulty)