Refund policy
Returns & Refunds
We want you to love how your laundry smells. If you don't, you're covered in three ways.
1. Our 30-Day Satisfaction Guarantee
We stand behind every bottle. If you're not happy with your purchase for any reason, you can request a refund within 30 days of receiving your order — even if you've opened and used the product.
To claim, just email us at [email] with your order number and a quick note on what went wrong. You won't need to return used bottles, and there are no forms to fill in.
This guarantee is something we offer voluntarily, on top of your legal rights set out below. It does not affect or limit those rights in any way.
2. Your right to cancel (unopened orders)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason, and return the goods for a refund.
To exercise this right, email us at [email] within 14 days of delivery to let us know you wish to cancel. You then have a further 14 days to return the goods to us.
For hygiene reasons, this cancellation right applies to unopened, unused bottles in their original condition, as detergent is a sealed health and personal-care product. If a bottle has been opened or used, your statutory cancellation right may no longer apply — but our 30-Day Satisfaction Guarantee above still covers you.
You are responsible for the cost of returning unwanted goods under this right unless the item is faulty. We'll refund the price of the goods and the standard delivery cost (if any) within 14 days of receiving the returned items, or of receiving proof that you've sent them back.
3. Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If your order arrives damaged, faulty, or isn't what you ordered, you're entitled to a repair, replacement or refund.
Please email us at [email] within a reasonable time of discovering the problem, ideally with a photo of the item. We'll arrange a replacement or full refund, including any delivery and return costs, at no charge to you.
How refunds are issued
All approved refunds are made to the original payment method used at checkout. Once a refund is approved, please allow up to 5–10 working days for it to appear in your account, depending on your bank or card provider.
Bundle & "free bottle" offers
Where an offer includes free bottles (for example, "Buy 2, Get 1 Free"), the free items are part of a single discounted bundle. If you return a bundle for a refund under our 30-Day Satisfaction Guarantee or your right to cancel, the refund covers the total price you actually paid for the bundle. Individual items within a bundle cannot be returned for a separate refund while the rest of the bundle is kept, unless an item is faulty.
How to contact us
For any shipping, returns or refund query, email us at info@lush-scents.com with your order number and we'll get back to you within 1–2 working days.