Widerrufsrecht

Returns & Refund Policy

Zen Scents Custom Gifts
Last updated: 16/02/2026

At Zen Scents Custom Gifts, we pride ourselves on creating high-quality personalised and custom-made items. Because many of our products are made to order, our returns policy reflects UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Please read this policy carefully before placing your order.

1. Your Right to Cancel (Non-Personalised Items)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item for a full refund, provided:

  • The item is not personalised or custom-made

  • The item is unused and in its original condition

  • The item is returned within 14 days of notifying us

To exercise your right to cancel, please contact us at:

📧 Email: zenscentscustomgifts@gmail.com

You are responsible for the cost of returning the item unless it is faulty.

Refunds will be processed within 14 days of receiving the returned goods.

2. Personalised & Custom-Made Items

Some products sold by Zen Scents Custom Gifts are personalised or made to order.

Under Regulation 28 of the Consumer Contracts Regulations 2013, personalised or custom-made items are exempt from the 14-day cancellation right.

This means:

  • You cannot cancel or return a personalised item simply because you have changed your mind.

  • Please ensure all spellings, dates, and custom details are correct before placing your order.

3. Faulty, Damaged or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to receive goods that are:

  • As described

  • Of satisfactory quality

  • Fit for purpose

If your item arrives:

  • Damaged

  • Faulty

  • Incorrect

  • Not as described

You must notify us within 30 days of receiving the item.

Please email us with:

  • Your order number

  • A description of the issue

  • Clear photographs of the fault/damage

If the item is confirmed as faulty or incorrect, we will offer:

  • A replacement, OR

  • A full refund (including standard delivery costs)

We will cover reasonable return postage costs for faulty items.

4. Proof of Damage

For items damaged in transit, we may request:

  • Photographs of the damaged product

  • Photographs of the packaging

  • Confirmation within 48 hours of delivery (where possible)

This helps us resolve the issue quickly and liaise with our courier.

5. Refund Process

Approved refunds will be processed:

  • Within 14 days of receiving returned goods (if applicable)

  • To the original payment method used at checkout

Please note:

  • Delivery costs are non-refundable unless the item is faulty.

  • Custom design deposits (if applicable) are non-refundable once work has begun.

6. Exchanges

We only offer exchanges for:

  • Faulty items

  • Incorrect items sent by us

We do not offer exchanges on personalised items due to customer error (e.g., spelling mistakes submitted at checkout).

7. How to Contact Us

If you have any questions about this policy, please contact:

Zen Scents Custom Gifts
📧 Email: zenscentscustomgifts@gmail.co.uk