Returns & Cancellation

There are two different rights that may apply to your order, depending on the situation. It's important to know which one applies to you:

Change of Mind — Your 14-Day Cancellation Right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This applies whether or not you've opened the product.

To exercise this right:

• Notify us within 14 days of receiving your order, by email, using the model cancellation form below, or by any other clear statement
• You then have a further 14 days to physically return the item(s) to us
• Return postage costs are your responsibility, unless the item is faulty or we made an error — we recommend a tracked postal service, as we can't accept responsibility for items lost in transit
• We will refund you within 14 days of receiving the returned item, or of receiving evidence you've sent it back, whichever is sooner

A note on opened or used items: You may open and inspect the product to the same extent you'd be able to in a shop, for example, opening the box to check the diffuser is as described. If you've handled the product beyond what's necessary to establish its nature, characteristics, and how it works (for example, using a significant amount of the fragrance oil), we may deduct an amount from your refund to reflect that reduction in the product's value. We will assess this fairly and case by case, and will always explain our reasoning if we make a deduction. This does not affect your right to cancel, only the amount refunded.

Refunds

Once we receive and inspect your returned item, we will process your refund within 14 days. Refunds are issued to your original payment method. We refund the full product price, including standard delivery charges (since delivery is already free on every order, this simply means a full refund of the amount paid).

Faulty, Damaged, or Not as Described

This is a separate right from your 14-day change-of-mind cancellation, and applies whenever the product itself is the problem. If your item arrives damaged, faulty, or not as described, we will cover all return costs and provide a full refund or replacement, your choice.

Under the Consumer Rights Act 2015, if a fault is found within 30 days of delivery, you're entitled to a full refund. To report a faulty, damaged, or incorrect item:

• Email info@jasminelondon.co.uk with your order number and a clear photo of the issue
• We will respond within 1 working day with next steps
• We will arrange a full refund or replacement at no cost to you, including return postage where applicable
• Refunds are processed within 5–10 working days of receiving the return, or of confirming the fault where a return isn't required

Your statutory rights under the Consumer Rights Act 2015 are not affected by anything in this policy.