Cancellations, Returns & Exchange
Perfume Extract supplies raw materials, fragrance ingredients, and made-to-order items strictly for professional formulation, research, or manufacturing purposes. Customers acknowledge that these materials are not finished consumer products and that Perfume Extract does not certify, approve, or assume liability for the safety, regulatory compliance, or suitability of any finished products. Customers are responsible for ensuring compliance with all applicable chemical, cosmetic, labeling, and safety regulations, and for engaging qualified professionals (e.g., RSC or BTS members) where regulatory or legal assessment is required. Certain items are non-cancellable and non-refundable to ensure quality, freshness, and fulfillment to your exact specifications. These include: Raw materials and perfumery ingredients (aroma chemicals, essential oils, solvents, preservatives) Perfume-making kits Made-to-order items (produced to your chosen specification, including diluted and undiluted ingredients) Personal items with hygiene seals (cosmetics, perfumes) Production is deemed to commence immediately upon order processing. All raw materials, aroma chemicals, essential oils, solvents, diluted materials, and related ingredients are prepared strictly on a made-to-order basis. Once dispatched and delivered, we have no visibility or control over how the materials have been stored, handled, transported, or used. Consequently, we cannot guarantee their safety, quality, or suitability for resale after delivery. Under applicable UK chemical safety legislation, including UK REACH, GB CLP, and COSHH obligations relating to safe handling, hazard communication, and traceability, raw chemical materials cannot be accepted for return or resale once supplied. For these reasons, such goods are not eligible for return or refund once preparation has commenced and delivery has occurred. Materials are purchased in bulk and only measured, decanted, diluted, packaged, and labelled after receipt of a confirmed order. We do not hold pre-prepared, pre-decanted, or pre-diluted finished stock. Each order is prepared specifically in the volume, concentration, and packaging selected by the customer at checkout. These goods are therefore considered custom-made and produced to the customer’s specifications. In accordance with Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to goods made to the consumer’s specifications or clearly personalised. Production is deemed to commence immediately upon order processing. Regulatory & Safety Note Under UK chemical legislation, including UK REACH, GB CLP, and COSHH, chemical raw materials cannot be resold or returned once supplied due to safety, traceability, and hazard communication obligations. Customers are solely responsible for handling, storage, transport, use, and compliance of all products purchased. Perfume Extract does not accept liability for any failure to meet regulatory requirements, product safety, or suitability of finished formulations. Key Points: No Cancellations for Change of Mind: Orders cannot be cancelled or refunded due to a change of mind. Hygiene and Safety: All products are sealed and handled under strict hygiene standards. Once an order is submitted, items cannot be cancelled or returned. Order Accuracy: Customers must review their order carefully before completing purchase. Orders cannot be modified once submitted. Custom Preparation Acknowledgement: By placing an order for raw materials, diluted ingredients, or made-to-order goods, you expressly acknowledge and agree that: The goods are prepared specifically for you; Orders cannot be amended, cancelled, or refunded once production has commenced. Products are not resalable due to hygiene, safety, and batch traceability controls; They are exempt from statutory cancellation rights once preparation begins; Natural colour variation, oxidation, crystallisation, sediment, or viscosity changes (including darkening of vanillin and similar materials) do not constitute faults. Once supplied, chemical raw materials cannot be returned, restocked, or resold due to safety, traceability, and regulatory handling obligations. By placing an order, the customer confirms that they have reviewed the product description and available documentation prior to purchase and that the materials supplied meet the description provided. Requests for additional documentation, regulatory interpretation, or suitability assessments after purchase do not constitute grounds for cancellation, return, or refund. By placing an order, the customer confirms that they are a competent professional user of chemical raw materials and possess the necessary knowledge, training, and regulatory understanding required to safely handle, store, transport, formulate, and use the products purchased. We supply raw materials and fragrance ingredients for professional formulation and manufacturing use only. We do not guarantee suitability for any specific formulation, application, regulatory approval, or commercial purpose. Determining fitness for purpose is the sole responsibility of the customer. Claims for cancellation, return, or refund will not be accepted on the basis that additional documentation (including but not limited to Certificates of Analysis, IFRA Certificates, Allergen Declarations, or Annex VIII / PCN compositional data) is unavailable where such documentation was not explicitly stated as being supplied at the time of purchase. Safety Data Sheets (SDS) constitute the primary regulatory documentation supplied for chemical handling and classification purposes. Documentation Responsibility Customers are responsible for reviewing all available documentation prior to purchase, including SDS, Certificates of Analysis, IFRA Certificates, Allergen Declarations, or Annex VIII / PCN composition data. Absence of documentation that was not explicitly provided at the time of purchase does not constitute grounds for cancellation, return, or refund. Professional Competence Confirmation By placing an order, customers confirm they have the professional knowledge, training, and regulatory understanding necessary to handle chemical raw materials safely. This includes evaluation of suitability, formulation, stability, and performance within intended applications. Failure to engage appropriately qualified personnel does not create liability for Perfume Extract. Orders will not be considered lost until 10 working days have elapsed from the date of dispatch. Where tracking does not confirm delivery and the parcel is believed lost in transit, we will open an investigation with the carrier. Resolution (replacement or refund) will be provided once the carrier confirms the parcel as lost. Customers may not submit a non-delivery claim before the 10-working-day period has elapsed. Nothing in this section affects your statutory rights under applicable consumer law. Delivery is considered failed due to customer responsibility where the carrier confirms: Refusal of delivery Failure to collect within the carrier’s stated timeframe Incorrect or incomplete address provided at checkout Absence at the delivery address Failure to respond to carrier delivery attempts or collection notices In such cases, the order will be returned to us by the carrier. Standard (Non Made-to-Order) Goods If returned in resaleable condition: original outbound postage costs are non-refundable. A £9.95 fee will be deducted to cover original postage and packaging. Return shipping charges incurred will be deducted. A restocking and processing fee of up to 25% may apply. Alternatively, re-delivery may be arranged at the customer’s expense. Made-to-Order, Personalised & Hygiene-Sealed Goods Due to their nature, these goods are non-refundable and non-resaleable. No refund will be issued if delivery fails for customer-related reasons. Goods will be held for 28 days from the date of return. Re-delivery may be arranged at the customer’s expense. If no re-delivery arrangement is made within 28 days, goods may be destroyed without refund. By placing an order for made-to-order goods, customers acknowledge and accept these conditions. For clarity, made-to-order fragrance materials are not eligible for the 14-day change-of-mind cancellation period applicable to standard goods. These products are custom-prepared chemical materials and cannot be restocked, re-sealed, or resold once processed. Once delivered, chemical raw materials cannot be returned due to safety, contamination risk, and regulatory traceability obligations associated with chemical handling and supply. This applies regardless of whether the products have been opened or used. Full-Priced Items (Change of Mind) Can be cancelled within 14 days of delivery if unopened, unused, in resalable condition, and returned with all packaging and seals intact. Contact us first for a Returns Authorisation. Customer Responsibilities Customers are responsible for all return shipping costs. A tracked or insured service must be used to avoid loss in transit. Proof of purchase is required. Refunds Processed within 14 days of receiving returned items in eligible condition. Only full-priced items are refundable. Sale, clearance, or discounted items are non-refundable unless faulty or damaged. Sale, Clearance, or Discounted Items No returns, exchanges, price adjustments, or cancellations are permitted unless items are faulty or damaged. Damaged or Faulty Items Must be reported within 48 hours of receipt. Items must be returned in original packaging with seals intact. Verified damaged or faulty items will be replaced or refunded. Replacements are like-for-like; if unavailable, an alternative or refund will be provided. Colour variation, natural oxidation, crystallisation, or subjective dissatisfaction with odour shall not be considered faults where the goods have been prepared in accordance with the order specification and industry standards. Fragrance perception is inherently subjective. Variations in odour perception, performance in formulations, evaporation profile, or blending behaviour do not constitute faults in the supplied material. Due to the natural origin and manufacturing processes of fragrance materials, batch-to-batch variation in colour, odour profile, viscosity, or appearance may occur. Such variations are normal within industry standards and do not constitute faults. Exchanges We do not offer exchanges on any goods. Damaged or defective items will be replaced free of charge on a like-for-like basis. If a replacement is unavailable, an alternative may be offered otherwise a refund to the original payment method will be issued. Overseas customers must comply with the same terms as UK customers. Returns and refunds will not be accepted if the customer fails to obtain required licenses or meet legal requirements. Packages returned due to failed delivery, non-payment of customs fees, or import issues: we reserve the right to withhold payment of goods and shipping costs in full. Partial refunds may be issued at our discretion. Customers are responsible for all resulting losses. Shipping fees, import taxes, and duties are non-refundable under all circumstances. Always ensure your delivery address and contact details are correct. Customers are responsible for all costs associated with re-delivery, handling, or losses resulting from incorrect information. Customers are responsible for ensuring they possess the necessary competence, regulatory knowledge, and professional qualifications required to handle and use chemical raw materials safely. Where regulatory compliance requires a safety or toxicological assessment (for example when placing finished cosmetic or fragranced products on the market), customers are responsible for engaging a suitably qualified assessor, such as a member of the Royal Society of Chemistry (RSC) or the British Toxicology Society (BTS). Failure to obtain such assessment does not constitute grounds for cancellation, return, or refund. Customers acknowledge that perfume raw materials are supplied as industrial chemical ingredients intended for professional formulation use and not as finished consumer products. Professional Use & Suitability Fragrance materials and chemical raw ingredients are supplied for professional evaluation and formulation purposes. The suitability, compatibility, stability, and performance of materials within any formulation or application remain the sole responsibility of the customer. We make no guarantee regarding performance in finished products, and no liability is accepted for formulation outcomes, product stability, regulatory compliance, or results obtained from the use of these materials. Customers are responsible for conducting their own testing, safety assessments, and regulatory checks prior to commercial use. Limitation of Liability for Finished Products Perfume Extract shall not be liable for regulatory, safety, or commercial outcomes arising from the use of supplied materials in any finished product. All responsibility for testing, regulatory assessment, and compliance with applicable laws remains with the customer. Acceptance of Terms By placing an order through our website, customers confirm that they have read, understood, and accepted our Terms and Conditions, Cancellations and Returns Policy, and all applicable product information available prior to purchase. Product Information Availability Safety Data Sheets (SDS), regulatory information, and relevant documentation are made available to customers prior to purchase or through their customer account where applicable. Failure to download or review available documentation does not constitute grounds for cancellation, refund, or dispute. These policies must be read in conjunction with our Terms and Conditions and product information provided at the time of purchase. Where multiple provisions apply, they shall be interpreted together and in a manner that best reflects the nature of made-to-order chemical materials, their documentation (SDS), and applicable safety, hygiene, and regulatory obligations, including REACH, CLP, and COSHH. Nothing in this policy limits or excludes any statutory rights which cannot be excluded under applicable law. Cancellations & Returns
Professional Use & Legal Compliance Disclaimer
Perfume Raw Ingredients and Made-to-Order Items
Nature of Made-to-Order Goods
Failed Deliveries
Carrier Fault
Customer Responsibility
Other Items
Overseas Orders & Customs
Important Notes
Policy Interpretation