Returns & Refunds Policy

Thank you for shopping with Emper Perfumes Ltd.
We aim to provide high-quality products and a smooth customer experience. This policy explains how returns, refunds and exchanges are handled when purchasing from emper.co.uk.

This Returns & Refunds Policy complies with:
• UK Consumer Rights Act 2015
• Consumer Contracts Regulations 2013
• UK GDPR (where personal data is involved)

1. Company Information

Emper Perfumes Ltd
Company number: 15072715
Registered office:
Swan Lane Mill, Higher Swan Lane, Bolton, England, BL3 3AQ
Email: contact@emper.co.uk

2. Eligibility for Returns

Due to hygiene and safety regulations, perfumes and cosmetic products can only be returned if they are completely unopened, unused, and in their original sealed packaging.

You may return an item only if:

• It is unopened
• It is unused
• The cellophane/seal is intact
• It is returned within the allowed timeframe
• You have proof of purchase

Opened fragrances cannot be returned unless they are proven to be faulty.

3. Return Timeframes

Change of Mind or Unwanted Items

You have 14 days from the date of delivery to request a return for an unopened item.

After you submit your return request, you must send the product back to us within 14 days of receiving approval.

Faulty or Incorrect Items

If you receive a damaged, faulty or incorrect product, you must report it within 48 hours of delivery.

Please include:
• Order number
• Clear photos of the product and packaging
• A description of the issue

This allows us to investigate and provide a resolution quickly.

4. Items That Cannot Be Returned

The following items cannot be accepted back:

• Any fragrance that has been opened or sprayed
• Any product without its original packaging
• Items damaged through customer misuse
• Items returned outside the permitted timeframe
• Gift sets where any component has been used
• Clearance or final-sale items (where stated)

This is due to hygiene laws and safety standards for cosmetic goods.

5. Faulty or Incorrect Products

If a product arrives damaged, leaking, faulty or incorrect:

We will offer one of the following:

• A replacement
• An exchange
• A full refund

We may request evidence such as photos or videos to verify the issue.

If an item is confirmed faulty, return shipping will be covered by us.

6. Return Shipping

For change-of-mind returns:

Customers are responsible for arranging and paying for return postage.

We strongly recommend using a tracked delivery service and keeping proof of postage.
If a returned parcel is lost by your courier, we cannot issue a refund.

For faulty or incorrect items:

Return shipping will either be:
• Reimbursed, or
• A prepaid return label will be provided

7. Condition of Returned Items

Returned items must be:

• In perfect, resaleable condition
• Unused and unopened
• Free from odours, marks or damage
• In original packaging with all inserts

We reserve the right to refuse returns that do not meet these conditions.

8. Refund Process

Refunds will be issued only after:

• The returned item has been received
• It has been inspected and approved

Once approved, refunds are processed to the original payment method only.

Refund processing time:

• Inspection: 2–5 working days
• Refund release: 3–5 working days (depending on your bank/payment provider)

Shipping fees are non-refundable unless the item was faulty or incorrect.

9. Exchanges

Exchanges are offered for:

• Faulty items
• Incorrect items
• Unopened products (subject to stock availability)

If the requested item is unavailable, a refund or store credit will be issued.

10. Missing, Lost or Stolen Parcels

Once an order leaves our warehouse and tracking is provided:

• If the courier marks the parcel as delivered but you cannot locate it, you must contact us within 48 hours.
• We will open an investigation with the courier.
• Investigations may take up to 10 working days.

We cannot issue a replacement or refund until the courier confirms the outcome.

11. Orders Returned Due to Incorrect Address

If an order is returned to us due to:

• Incorrect address provided by the customer
• Incomplete address
• Failure to collect from local depot

A re-delivery fee may apply.

12. Cancelling an Order

If your order has not yet been processed or shipped, you may request a cancellation.

Once the order has been dispatched, cancellation is no longer possible — you must follow the returns process.

13. Customer Responsibilities

By placing an order, you agree to:

• Provide accurate delivery information
• Ensure someone is available to receive the parcel
• Inspect the order upon arrival
• Report any issues within the permitted timeframe
• Return items in the required condition

14. How to Request a Return

To begin a return, email us at:

contact@emper.co.uk

Please include:
• Full name
• Order number
• Reason for return
• Photos (if applicable)

We will respond within 1–2 working days with next steps.

15. Changes to This Policy

We may update our Returns & Refunds Policy at any time to reflect:

• Legal updates
• Business changes
• Operational improvements

Updates will be published on this page with a new revision date.