Refund policy
Returns & Refund Policy
Last updated: 30 June 2026
At Imogen's Luxuries, we want you to be delighted with your purchase. If something isn't quite right, we'll always do our best to resolve the issue quickly and fairly.
This Returns & Refund Policy explains your rights, our voluntary returns policy and how refunds, exchanges and replacements are handled.
Nothing in this policy affects your statutory rights under applicable UK consumer law.
1. Proof of Purchase
To process any return, refund, replacement or exchange, we require proof of purchase.
This may include:
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your order confirmation email;
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your order number; or
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another valid proof of purchase.
Refunds can only be issued to the original payment method used when the order was placed.
2. Your Consumer Rights
If you are purchasing as a consumer, your statutory rights are protected under UK consumer law.
These include rights where goods are:
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faulty;
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damaged;
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not as described; or
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not of satisfactory quality.
Nothing within this Returns & Refund Policy limits or excludes those statutory rights.
3. Our 30-Day Returns Promise
In addition to your statutory rights, we offer a voluntary 30-day returns policy.
If you change your mind, you may return most unused products within 30 days of receiving your order, provided that:
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the products are unused;
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they remain in a resaleable condition;
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they are returned in their original packaging where reasonably possible;
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proof of purchase is provided.
For hygiene and safety reasons, we may be unable to accept returns of products that have been opened, used, damaged after delivery or are otherwise unsuitable for resale unless they are faulty.
Where a return does not meet the above conditions, we reserve the right to refuse the return or make an appropriate deduction from any refund where permitted by law.
4. Consumer Cancellation Rights
If your purchase qualifies for the statutory cooling-off period under UK consumer legislation, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.
To exercise this right, simply notify us by email or by using any withdrawal method available on our website before the cancellation period expires.
Returned goods should be sent back without undue delay.
Where applicable, refunds will be made in accordance with UK consumer legislation.
5. Change of Mind Returns
If you simply decide that a product is no longer required, we are happy to accept returns under our voluntary 30-day returns policy.
Unless the return relates to a faulty, damaged or incorrectly supplied product:
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the customer is responsible for the cost of returning the item;
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original delivery charges are non-refundable except where required by law;
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the item remains your responsibility until safely received by us.
We strongly recommend obtaining proof of postage whenever returning goods.
6. Exchanges
Where possible, we are happy to exchange eligible, unused products.
If you would like to exchange an item for a different fragrance or product, please contact us before returning your order.
If the replacement item differs in price, any difference will either be refunded or collected before dispatch of the replacement.
Unless the item is faulty, damaged or incorrectly supplied, you will be responsible for the cost of returning the original item to us. We strongly recommend using a tracked postal service and retaining proof of postage, as returned items remain your responsibility until they have been safely received by us.
7. Faulty Products
We take great pride in the quality of our handmade products. If you believe you have received a faulty item, please contact us as soon as reasonably possible by emailing sales@imogensluxuries.co.uk.
To help us assess the issue quickly, please include:
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your order number;
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a description of the fault; and
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clear photographs of the product and, where relevant, the packaging.
In some cases, we may ask you to return the product for inspection before a refund, replacement or other appropriate remedy is offered.
Where a product is confirmed to be faulty, we will provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a repair, replacement, partial refund or full refund.
If we ask you to return a faulty product and the fault is confirmed, we will reimburse reasonable return postage costs.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
8. Damaged, Incorrect or Missing Items
We carefully check every order before it leaves our workshop. However, if your order arrives damaged, incomplete or you receive the wrong item, please contact us as soon as reasonably possible.
To help us investigate, please provide:
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your order number;
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photographs of the products received;
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photographs of the packaging (including any visible damage); and
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where possible, a photograph of the packing slip included with your order.
This information helps us investigate with our delivery partners and improve our packing processes.
Where we confirm that an item was damaged in transit, supplied incorrectly or omitted from your order, we will arrange an appropriate replacement, refund or other suitable remedy.
9. Lost or Delayed Parcels
Occasionally, deliveries may take longer than expected due to circumstances outside our control.
If your order has not arrived within the estimated delivery timeframe, please contact us and we will investigate with the delivery provider.
Parcels will only be considered lost once the relevant investigation period used by the delivery provider has passed.
Where a parcel is confirmed as lost in transit, we will offer either:
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a replacement order (subject to stock availability); or
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a full refund.
If your parcel subsequently arrives after a refund or replacement has been issued, please contact us so that suitable arrangements can be made.
Where tracking confirms that a parcel has been successfully delivered to the address provided at checkout, we are not responsible for loss or theft occurring after delivery. If you believe a parcel has been stolen after delivery, we recommend reporting the matter to the police and notifying the delivery provider where appropriate.
10. Returning Your Order
Before returning any item, please contact us at sales@imogensluxuries.co.uk so we can provide the correct return instructions.
Returned items should be securely packaged to minimise the risk of damage during transit.
Unless the return relates to a confirmed faulty, damaged or incorrectly supplied item, customers are responsible for the cost of returning goods.
We strongly recommend using a tracked postal service or obtaining proof of postage, as returned goods remain your responsibility until they have been safely received by us.
11. Refunds
Once a returned item has been received and inspected, we will notify you of the outcome.
Where a refund is approved, it will be processed to the original payment method used for the purchase.
We aim to process approved refunds within five working days, although your bank or card provider may take additional time to credit the funds to your account.
Unless required by law or where the return relates to a faulty, damaged or incorrectly supplied product:
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original delivery charges are non-refundable;
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return postage costs are the responsibility of the customer.
If we arrange a collection or provide a prepaid return label for a non-fault return, the reasonable cost of that service may be deducted from your refund where permitted by law.
12. Gift Returns
If you receive one of our products as a gift and wish to return it, please contact us and we will be happy to advise on the available options.
Any refund can only be made to the original purchaser using the original payment method.
Where appropriate, we may be able to offer an exchange or store credit instead, subject to proof of purchase and the conditions set out in this policy.
13. Handmade Products and Natural Variations
Every Imogen's Luxuries product is handcrafted in small batches using carefully selected ingredients.
As a result, slight variations between batches may naturally occur, including differences in:
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colour;
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fragrance intensity;
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wax appearance;
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liquid colour; or
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the appearance of natural ingredients.
These natural characteristics are part of the beauty of handmade products and do not affect their quality or intended performance. They are therefore not considered faults.
Similarly, fragrance strength and longevity can vary depending on factors such as room size, ventilation, temperature and individual perception, and these differences do not constitute product defects.
14. Health, Allergies and Fragrance Preferences
Our products contain fragrance ingredients and, in many cases, pure essential oils. Before purchasing or using our products, customers should carefully read the product description, ingredients and any safety information provided, particularly if they have known allergies, sensitivities or medical conditions that may be affected by fragranced products.
As fragrance is a personal preference, we cannot accept returns solely because the scent is not to your individual taste. Similarly, individual perception of fragrance strength and longevity can vary depending on factors such as room size, ventilation, temperature and personal sensitivity.
Nothing in this section affects your statutory rights where a product is faulty, not as described or otherwise fails to meet the standards required under applicable consumer law.
15. Product Safety
Our products should always be used in accordance with the instructions provided on the product packaging and our website.
Customers are responsible for using our products safely and as intended. We cannot accept responsibility for damage, injury or loss resulting from misuse, failure to follow safety instructions, improper storage or use other than as intended.
Nothing in this policy limits or excludes liability where it would be unlawful to do so.
16. Contact Us
If you have any questions about this Returns & Refund Policy or require assistance with a return, please contact us.
Email: sales@imogensluxuries.co.uk
We are committed to resolving any issues fairly, promptly and in accordance with your statutory rights.