Refund policy
Returns, Refunds, Cancellations and Faulty Goods
This Return and Refund Policy applies to purchases made from ARK Fragrances through this website.
Nothing in this policy affects your statutory rights.
1. Right to Cancel
If you are a consumer purchasing online, you may have the legal right to cancel your order within 14 days after the day you receive the goods.
To exercise your right to cancel, you must notify us clearly in writing by email before the cancellation period expires:
Email: contact@arkfragrance.com
After notifying us of cancellation, you must return the goods to us within 14 days.
2. Return Condition
Returned goods must be returned in a condition that allows them to be resold as new.
Returned products must be:
- unused;
- unopened;
- sealed;
- complete with all original packaging, labels, boxes, inserts and protective materials;
- free from damage, marks, scents, contamination or signs of handling beyond what is necessary to inspect the product.
We reserve the right to refuse a refund or make a deduction from any refund where goods have been handled, damaged, opened, used or returned in a condition that reduces their value.
3. Sealed Fragrance Products
Fragrance products are personal-use products. For hygiene, safety, tamper-evidence and product-integrity reasons, we do not accept returns of products where the seal, wrapping, cap protection, spray mechanism protection, packaging closure or any other protective barrier has been removed, broken, damaged or interfered with.
Opened or used fragrances are non-returnable unless faulty.
4. Exclusions
We do not accept returns for:
- opened fragrances;
- used fragrances;
- products with broken or removed seals;
- products damaged after delivery;
- products returned without original packaging;
- personalised, bespoke or customised items;
- samples, discovery sets or promotional items marked as final sale, where legally permitted;
- gift cards or digital products.
5. Return Shipping
Unless the product is faulty or incorrect, you are responsible for the cost and risk of returning the goods.
We strongly recommend using a tracked and insured service. We are not responsible for returns that are lost, delayed, damaged or misdelivered in transit.
6. Refunds
Refunds will be issued only after the returned goods have been received and inspected.
Approved refunds will be made to the original payment method. We may deduct:
- any reduction in value caused by handling, damage, opening or use;
- outbound delivery costs where permitted by law;
- any return costs paid by us on your behalf.
Refund processing times may vary depending on your payment provider.
7. Damaged, Faulty or Incorrect Goods
If your order arrives damaged, faulty or incorrect, you must contact us within 48 hours of delivery at:
Email: contact@arkfragrance.com
You must provide:
- your order number;
- clear photographs of the product;
- photographs of all packaging;
- photographs of the shipping label;
- a description of the issue.
Do not dispose of the product or packaging until we have reviewed the claim. We may require the item to be returned for inspection.
If the goods are confirmed to be faulty or incorrect, we will offer a remedy in accordance with applicable law.
8. Failed Deliveries and Refused Parcels
If a parcel is refused, unclaimed, undeliverable, returned due to an incorrect address, or returned because the customer failed to cooperate with delivery or customs clearance, we may deduct from any refund:
- original shipping costs;
- return shipping costs;
- customs charges;
- carrier fees;
- payment processing fees where not recoverable;
- reasonable administration costs.
9. Chargebacks and Abuse
We reserve the right to investigate suspected fraudulent, abusive or bad-faith claims, including false non-delivery claims, repeated return abuse, payment disputes made without contacting us, or misuse of promotional offers.
Where appropriate, we may provide evidence to payment processors, delivery companies, insurers, fraud-prevention services or legal authorities.