Returns / Refunds / Replacements

Last updated: 9 October 2026

Changing your mind

You can cancel an eligible online order from the time you place it until 14 days after the day you receive the goods. If goods from one order arrive separately, this period starts after the day you receive the last item. You do not need to give a reason. Sale items have the same statutory cancellation rights as full-price items.

To cancel, email smithandkennedy@outlook.com with your name, order number and the items you wish to return, or send a clear cancellation statement to our correspondence address below. You do not need our approval to exercise your statutory right to cancel. Please contact us for the correct return instructions.

Send goods back within 14 days of telling us you are cancelling. You pay the direct return postage cost for a change-of-mind return. Please package items securely and keep proof of posting; tracked postage is recommended.

Condition of returned goods

You may inspect goods as you would in a shop. Please return them with their packaging where possible. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning, such as melting wax, burning a candle or using a spray or diffuser oil. This does not remove your rights if goods are faulty or misdescribed.

Refunds

For a statutory cancellation, we refund the returned goods within 14 days of receiving them back or receiving evidence that you sent them back, whichever is earlier. If you cancel before dispatch, we refund within 14 days of your cancellation notice. Refunds use the original payment method unless we agree otherwise, without a refund fee. Your bank may take additional time to show the payment.

If you cancel your whole order, we also refund the original standard delivery charge. Any extra amount paid for faster delivery is not refundable for a change-of-mind cancellation. If you return only part of an order, we do not normally refund the original delivery charge.

Faulty, damaged, missing or incorrect items

Please contact us as soon as you notice a problem, with your order number and, where helpful, photographs. Reporting transit damage promptly helps us investigate, but there is no 48-hour cut-off for your statutory rights. Original packaging is not required to exercise rights relating to faulty goods.

Goods must be of satisfactory quality, fit for purpose and as described. You normally have a 30-day right to reject faulty goods for a refund. After this, you may be entitled to a repair or replacement and, where the legal conditions are met, a price reduction or refund. Faults appearing within the first six months are normally presumed to have been present at delivery unless we can show otherwise or that presumption is incompatible with the goods or fault. Rights can continue beyond six months.

We cover reasonable return costs for faulty, damaged or incorrect goods. Please contact us to arrange a suitable return method. Missing items will be investigated and put right.

Electrical products

Your statutory rights apply to electrical products too. Our responsibility is not limited to 28 days. Any manufacturer warranty is additional to your legal rights against us; you do not have to rely solely on the manufacturer.

Exceptions and exchanges

The change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. This exception does not affect rights relating to faulty or misdescribed goods. Contact us about gift card cancellations so we can assess the applicable rights and whether the card has been redeemed; gift cards are not subject to a blanket exclusion of statutory rights.

If you would like a different item, contact us to discuss the options. You may return an eligible item under this policy and place a separate order.

Optional cancellation wording

You may use this wording, but it is not compulsory: “I give notice that I cancel my order for the following goods: [items]. Order number: [number]. Ordered on: [date]. Received on: [date]. Name: [name]. Address: [address]. Date: [date].” Add your signature only if sending on paper.

Contact

Smith & Kennedy Scents, operated by Denise Smith and David Smith.

Email: smithandkennedy@outlook.com

Correspondence address:
Smith & Kennedy Scents
Unit 20, Huntershill Village
Bishopbriggs, Glasgow
G64 1RP
United Kingdom

This is our correspondence address. Our former retail shop is closed. Please contact us before sending products back so we can provide the correct return instructions.

Nothing in this policy limits your statutory consumer rights.