Returns & Refunds
We want you to have a smooth and confident shopping experience at Soghaat Gifts & Fragrances. This page explains everything you need to know about returns, refunds, eligibility, damaged items, incorrect orders, and product condition requirements.
Please contact us before sending anything back so we can review your request and provide the correct return instructions where eligible.
Opened Items Cannot Be Returned
Due to the nature of fragrance products, we cannot accept returns on items that have been opened, used, tested, sprayed, altered, resealed, or tampered with, unless faulty or otherwise covered by your legal rights.
Items must be unused, unopened, untested, not resealed, and returned in their original condition with all seals, wrapping, boxes, inserts, labels, and presentation packaging intact.
Return Conditions
| Requirement | Details |
|---|---|
| Return Window | Return requests must be made within 14 days of the delivery date. |
| Product Condition | Items must be unopened, unused, untested, not sprayed, not altered, and not resealed. |
| Packaging | All original packaging, seals, cellophane, boxes, inserts, labels, and included materials must be intact. |
| Approval | Eligibility is subject to inspection and approval. Sending an item back does not automatically guarantee a refund. |
Please Contact Us First
Returns must be authorised before being sent back. Unauthorised returns may not be accepted or processed, especially where return instructions have not been followed.
If an item is returned without approval or does not meet our return conditions, the return may be rejected. The customer may then be responsible for any delivery, return, redelivery, handling, or carrier charges required to send the item back.
Return Process
- Contact us at info@soghaat.co.uk within 14 days of receiving your order.
- Include your order number and reason for return.
- Wait for our team to confirm eligibility and provide return instructions.
- Package the item securely with all original packaging, inserts, wrapping, and materials.
- Use a tracked delivery service and keep proof of postage.
We cannot process a refund until the item has been received, checked, and approved.
Items We Cannot Accept Back
- Opened, used, tested, sprayed, altered, or resealed fragrances
- Items with removed seals, wrapping, cellophane, or tamper-evident protection
- Items without original packaging, boxes, inserts, labels, or included materials
- Products not returned in complete, resellable condition
- Personalised or customised items
- Clearance, final sale, or excluded items where stated
- Items returned without free gifts, promotional items, samples, or included extras supplied with the order
- Items returned in a condition that does not match the original dispatched condition
Scent Preference, Projection & Longevity
Fragrances are not sold as testers. Once a fragrance has been opened, used, tested, sprayed, or resealed, it cannot be returned due to scent preference, strength preference, projection, longevity, comparison, or personal expectation.
- Scent perception can vary from person to person.
- Longevity and projection may vary depending on skin type, weather, storage, application, and environment.
- Product page information is provided as guidance and is not a personal performance guarantee.
- We retail fragrance products and do not manufacture most branded items sold.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, including UK and international returns, unless the item is confirmed to be faulty, damaged, or incorrect.
We strongly recommend using a tracked delivery service. We cannot be held responsible for returns lost in transit where proof of postage or valid tracking is not available.
Free Delivery & Refund Adjustments
If your original order qualified for free delivery, returning item(s) may reduce the remaining order value below the free shipping threshold.
In such cases, the original delivery cost may be deducted from the refund where applicable. This covers the delivery cost initially waived because the order qualified for a free delivery offer.
If Your Order Arrives Damaged, Faulty, or Incorrect
Please contact us as soon as possible after delivery. Issues should ideally be reported within 24 hours so we can review the matter promptly and support any courier or supplier investigation where needed.
We may request:
- Clear photos of the item received
- Images of the outer packaging, parcel label, product box, and visible damage
- Video evidence for leakage, movement, damage, or condition concerns
- Your order details and a brief description of the issue
Please do not dispose of damaged, faulty, leaking, or incorrect items until the matter has been reviewed. We may require further evidence or need the item returned.
Please Do Not Open the Item
- Check your order confirmation first to confirm what was ordered.
- Do not open, use, test, spray, reseal, or dispose of the item.
- Keep the item and all packaging exactly as received.
- Provide clear photos of the item, label, barcode, box, and packaging where requested.
Opening, testing, using, or resealing an incorrect item may affect eligibility for return or replacement.
Evidence May Be Required
If you believe an item is missing, please check all packaging carefully, including wrapping, inserts, compartments, protective materials, and separate internal boxes.
For leaking items, clear photos and a continuous video may be required showing the bottle, cap, nozzle, product box, parcel label, and packaging.
Please keep all products, packaging, labels, and related materials until the matter has been reviewed.
Refund Process
| Stage | Details |
|---|---|
| Inspection | Returns are inspected before any refund is approved. |
| Processing | Please allow up to 48 hours from delivery back to us for the return to be checked and processed. |
| Refund Time | Refunds are typically processed within 2–7 working days after approval. |
| Original Shipping | Original shipping charges are non-refundable unless the return is due to an error on our part. |
If a Return Does Not Meet Our Conditions
If a returned item does not meet our return conditions, the return may be rejected. This includes items that are opened, used, tested, sprayed, resealed, damaged, incomplete, missing packaging, missing included extras, or not matching the reported condition.
- Rejected items may be returned to the customer at the customer’s cost.
- Delivery, return, redelivery, handling, carrier, customs, or storage charges may apply.
- Return shipping may be payable before the item is sent back.
- Unclaimed rejected returns may be disposed of after 30 days.
Additional Return Information
We do not offer direct exchanges. If you would prefer a different item, any eligible return must be completed first and a new order placed separately.
International customers are responsible for return shipping costs unless the item is confirmed to be faulty, damaged, or incorrect. Duties, taxes, customs charges, clearance fees, or local delivery charges paid at destination are non-refundable by us.
Product Condition & Review
All orders are checked before dispatch. Returned items must match the original product and condition in which they were sent.
We may review internal packing records, quality-control records, order records, weight checks, courier tracking, customer evidence, and returned item inspection where appropriate.
Website Orders Only
This returns policy applies to purchases made directly through Soghaat. If you purchased through a third-party retailer, marketplace, or authorised stockist, please refer to their own returns policy and customer service process.
Need help with a return?
Email info@soghaat.co.uk or call +44 (0) 3333 355 335
Monday to Friday, 9:00 AM – 5:00 PM