terms & conditions.

Returns and refunds

Sassy Scents Ltd, Unit 11 Vertex Park, Oakwood Drive, Emersons Green, Bristol BS16 7LB. customercare@wearesassyscents.com

These promises are in addition to your legal rights under UK consumer law.

30-day money-back guarantee
Not happy with something? Return it unused, in its original condition and packaging, within 30 days of delivery for a full refund. Please email customercare@wearesassyscents.com before you send it, with your order number, so we know it's on its way.

Wax melts need a few days to cure before the fragrance reaches full strength, so give them a little time before you decide.

Subscription boxes
The same 30-day guarantee covers every subscription box. Return the whole box unused within 30 days of delivery for a full refund.

If you forgot to cancel and a box has already been charged or dispatched, we can't cancel that order, but you can return it under this guarantee. To stop future boxes, see our Cancellation policy.

Your 14-day right to cancel
UK law gives you 14 days from delivery to change your mind about most items (not Grande tubs, which are made to your specification), without giving a reason. Send them back within 14 days of telling us, and we'll refund the item price plus the standard delivery you paid on that order.

Return postage

Change of mind: you pay the return postage. Or we can send you a returns label for £4.50, taken off your refund.
Faulty, damaged or wrong items: we cover the return postage. See below.

We recommend a tracked postage service, because we can't refund items that don't reach us.

When you'll get your refund
We refund within 14 days of receiving your return (or proof you've posted it), to your original payment method. Banks can take a few extra days to show it. If you paid with Klarna, the refund goes back to Klarna. If it hasn't appeared after 10 working days, email us and we'll check.

Items we can't refund for change of mind

Gift cards: these can't be refunded, but you can pass the code on to someone else.
Grande tubs: these are made to your chosen specification, so they can't be returned or refunded for change of mind. This includes the 14-day right to cancel.
Advent calendars: these aren't covered by the 30-day guarantee. Your 14-day right to cancel still applies.
Mystery Products (subscription gifts): "Mystery Product 1" and "Mystery Product 2" are free gifts sent with your 4th consecutive subscription box. They aren't for sale and can't be bought, exchanged or refunded. Any RRP or value shown is for reference only. If a gift arrives faulty or damaged, let us know and we'll help.

All of these are still covered if they're faulty or damaged.

Faulty, damaged or wrong items
Email customercare@wearesassyscents.com as soon as you can with your order number and photos of the items.

Within 30 days of delivery: you're entitled to a full refund, or a replacement if you'd prefer.
After 30 days: we'll repair or replace the item, and if that doesn't fix it, we'll refund you.
Returns: often we won't need the item back. If we do, for example to check a wrong fragrance, we'll send you a free returns label.

Electrical items (wax melters)
If your melter develops a fault within 12 months, we'll replace it. Within 30 days of delivery you can choose a refund instead. This is in addition to your legal rights for faulty goods.

Missing items
If something's missing from your parcel, email us within 14 days of delivery with a photo of the whole parcel and the packing slip, and we'll look into it.

Parcel not arrived?
Check your tracking first. If your parcel hasn't arrived within 10 working days of the expected delivery date, email us with your order number and we'll send a replacement or refund you. If a parcel is returned to us undelivered, we'll resend it once free of charge.

Missed the 30 days?
Get in touch anyway. Our care team may offer a partial refund at their discretion.

Problem with a charge?
If you don't recognise a charge or think it's a mistake, please email customercare@wearesassyscents.com with your order number before contacting your bank. We can refund straight back to your card, and that's usually quicker than a bank dispute.

Klarna
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer the following payment options. Payment is made to Klarna:

Pay in 3 instalments
Pay in 30 days

Klarna's user terms are here, general information about Klarna is here, and Klarna's privacy statement is here.

Last updated: 29 September 2026