Cancellations, returns and refunds

Last updated 10 October 2026

You can return any unused item within 30 days of delivery. By law you also have 14 days to cancel your order for any reason. This page explains both, step by step. The model cancellation form is at the end.

At a glance

Your legal right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order without giving any reason. The cancellation period ends 14 days after the day you, or someone you name (other than the carrier), receive the goods. If your order arrives in more than one parcel, it ends 14 days after the day the last parcel arrives. You can also cancel at any time between placing your order and receiving it.

How to cancel

Tell us clearly that you want to cancel, before the period ends. It is enough for your message to be sent in time. You can:

• email skoltartllc@outlook.com with your order number and the items you are cancelling; or
• fill in the model cancellation form below and email it to us, or post it to the address shown on the form.

We will confirm by email that we have received your cancellation. Sending a parcel back without a word, or refusing a delivery, may not reach us in time to count as telling us, so please always email us as well.

Sending the goods back

Please send the goods back within 14 days of the day you tell us you are cancelling. Once you have told us, we email you the return address and the steps to follow. Please do not send returns to our company address: it is not a returns centre.

• Pack glass well, ideally in the original packaging, so that it travels safely.
• Use a tracked service and keep your proof of postage. It protects you if the parcel goes astray.
• Return postage is paid by you, unless the goods are faulty, damaged or not as described, or we sent you the wrong item.

Your refund

We refund the price of the goods you cancel within 14 days of receiving them back, or of you giving us proof that you have sent them, whichever is sooner. If you cancel before we have dispatched your order, we refund you within 14 days of you telling us.

If you cancel your whole order, we also refund the standard delivery charge you paid (£3.95). If you cancel only some items, that flat fee still covered the delivery of the rest of your order, so it is not refunded.

Handling the goods before you decide

You can handle the goods as you would in a shop. You can unbox them, look at the glass in the light, put a stand together, switch an electric item on briefly to check that it works, and open a bottle or a box to smell the scent. None of that reduces your refund, and we never reduce a refund just because the packaging has been opened.

Using a product goes further. Once oil has gone into a burner or the Dial Diffuser, a reed has been placed in its liquid, a cone has been burned or a melt has been melted, that item cannot be sold again. In that case the law allows us to reduce your refund by the value the item has lost. We judge this fairly and in proportion:

• A used fragrance oil, a reed diffuser whose reed has been in the liquid, or a melt that has been melted: the reduction can be the price of that item, because it cannot be sold again.
• Incense cones: if some cones have been burned, we deduct for what was used and for any value the rest of the pack has lost, not for the untouched holder or dish.
• A burner, warmer or diffuser that has been used: we deduct what it costs to bring it back to an as-new condition, or the value it has lost if that is not possible.
• Sets: we deduct only for the parts that were used.

Before we refund, we will tell you the amount of any reduction and how we worked it out.

Returns within 30 days for unused items

We give you longer than the law requires. Within 30 days of delivery, you can return any unused item, in a condition we can sell again and ideally in its original packaging, even after your 14 days to cancel have passed.

• Email us with your order number to open a return. We reply with the return address.
• Return postage is paid by you.
• We refund the price of the returned items within 14 days of receiving them, to the payment method you used.
• Once the legal cancellation period has passed, the original delivery charge is not refunded.

This is a promise we make on top of your legal rights. It does not replace or reduce them, and if an item is faulty, the next section applies whatever its condition.

Faulty, damaged or not as described

If something arrives damaged, develops a fault, or is not what we described, you have rights under the Consumer Rights Act 2015, and nothing on this page limits them.

• Please tell us as soon as you can at skoltartllc@outlook.com, with your order number and a few words about the problem. Photos of the item and the packaging help us act quickly.
• Within 30 days of delivery, you can choose a full refund. After that, or if you prefer, we will repair or replace the item, and if that does not put things right, you can have a price reduction or a refund. Our Terms & Conditions of Sale explain these rights in full.
• We pay the reasonable cost of sending a faulty item back, by sending you a prepaid label or paying back your postage. For broken glass, you will not normally need to send anything back.
• When you reject a faulty item, we refund you within 14 days of agreeing that you are entitled to a refund.

How refunds are paid

Refunds go back to the card or payment method you used, in pounds sterling (GBP), with no fee. We email you when we send it. Your bank may take a few working days to show it on your statement.

Model cancellation form

Complete and return this form only if you wish to cancel the contract. You can copy it into an email to skoltartllc@outlook.com.

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods:

(*) Delete as appropriate.