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. If the carrier fails to update tracking or a parcel is assumed lost, the customer agrees to accept a replacement (where available), provided it is received within the standard delivery timeframe. 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. Customer Related (Breach of Contract) If goods are returned due to: Refusal of delivery Failure to collect within carrier time limits Incorrect address Absence at delivery address This will be treated as a customer-caused failed delivery. Where delivery fails due to customer-related reasons: (a) The delivery obligation shall be considered fulfilled once a delivery attempt has been made; (b) We are not obliged to issue a refund where the failure does not relate to a fault, damage, or error on our part; (c) We may, at our discretion: Standard (Non Made-to-Order) Goods Where goods are returned in resaleable condition: Made-to-Order, Personalised & Hygiene-Sealed Goods Due to their nature, these goods are non-refundable and non-resaleable, particularly where returned following a failed delivery caused by the customer. Where carrier tracking shows that an order has been refused, was not accepted, could not be delivered, was not collected, or is being returned to sender for a customer-related reason, the customer is responsible for monitoring the tracking information and contacting us promptly to arrange re-delivery. A refused, uncollected, undeliverable, or returned-to-sender parcel does not constitute cancellation of the order. Where the order contains Made-to-Order Goods, including materials that have been measured, decanted, diluted, bottled, labelled, batch allocated, packaged, or otherwise prepared specifically against the customer’s order, the return of the parcel does not reinstate any cancellation right or create an automatic entitlement to a refund. We are not obliged to trace the customer, investigate why the customer did not accept delivery, or make repeated attempts to contact the customer. Customers must not assume that we will contact them merely because tracking shows that a parcel has been returned to us. The customer must contact us within 28 days of the date on which carrier tracking records the parcel as having been returned to us. Within that period, the customer must: Returned orders will not be resent automatically. Where delivery fails for customer-related reasons: By placing an order for Made-to-Order Goods, customers acknowledge and accept these conditions. Where the customer does not contact us, provide the required information, or pay the applicable charges within the 28-day holding period, the goods may be treated as uncollected. We do not undertake to issue reminders or repeatedly pursue the customer during the holding period. However, we reserve the right to send any notice that is required or considered appropriate before the goods are disposed of, destroyed, sold, or otherwise dealt with. For the avoidance of doubt, made-to-order fragrance materials that are returned to us due to customer-related delivery failure cannot reasonably be resold due to hygiene, contamination risk, chemical handling requirements, tamper control, batch traceability, safety control requirements, storage requirements, product stability, leakage risk, safety classification, or the fact that they were prepared specifically for the customer. Destruction or disposal of uncollected Made-to-Order Goods does not create an entitlement to a refund, replacement, credit, or compensation where the delivery failure resulted from: The customer remains responsible for the original outbound delivery charge and any reasonable return shipping, storage, handling, re-delivery, administrative, address-correction, carrier surcharge, or disposal costs arising from the failed delivery. Where we agree, entirely at our discretion, to provide a refund or account credit, we may deduct all costs that we are legally entitled to recover. No discretionary refund or credit will be provided for the value of Made-to-Order Goods that cannot be resold. For clarity, made-to-order fragrance materials are not eligible for the standard 14-day change-of-mind cancellation period where they are goods made to the consumer’s specifications or clearly personalised. Where applicable, the nature of Made-to-Order Goods supplied by us may fall within the exemption under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The refusal, non-acceptance, failure to collect, or return of Made-to-Order Goods does not reinstate a right to cancel that was not otherwise available under applicable consumer legislation. Once delivered, chemical raw materials cannot be accepted for return or resale where doing so would compromise hygiene, safety, contamination control, chemical handling, or batch traceability requirements. This applies regardless of whether the customer states that the products have been opened or used, subject always to the customer’s statutory rights. Nothing in this section affects the customer’s statutory rights where goods are faulty, misdescribed, incorrectly supplied, or where those rights cannot legally be excluded or restricted. Where destruction or disposal occurs after the 28-day holding period and following completion of any notice procedure required by applicable law, no refund or credit shall be due for the value of non-resaleable Made-to-Order Goods. Missing Parcels Marked as Delivered If tracking confirms delivery: The order will be considered fulfilled. Refunds or replacements are issued only where the carrier confirms delivery error or loss. Where the carrier confirms successful delivery (including signature confirmation where applicable), no refund or replacement will be provided. Delivery to verified commercial addresses or addresses with reception staff is considered complete. We will open an investigation where appropriate. Customers acknowledge that carrier confirmation of delivery, including GPS data, timestamp, photographic evidence, or signature capture, constitutes conclusive evidence of fulfilment for the purposes of contractual performance. Nothing in this section affects your statutory rights. Lost Return Shipments If the carrier fails to deliver the returned package back to us (lost, damaged, or otherwise untraceable in transit), the liability rests with the customer. As the original delivery attempt failed due to customer action or inaction, no replacement or refund will be issued in these cases. 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. Damaged Items and Retention of Packaging We carefully package all orders to ensure they arrive safely. For glass bottles, this includes shrink-wrap, bubble wrap, and tamper-evident seals, and for all other products, we take steps to prevent damage during transit. Inspection on Delivery All orders should be inspected immediately upon delivery. Customers are responsible for checking the condition of items and reporting any damage or missing contents within 48 hours of receipt. Retention of Damaged Items and Packaging If an item arrives damaged, the customer must retain the item as received, with all shrink wrap intact, its tamper-proof caps and seals, and all original packaging in place until the issue has been investigated and resolved. The customer agrees not to remove the damaged item from its packaging, discard, or alter the damaged item or packaging, as these may be required for: Submission of Evidence To process a damaged item claim, customers are required to provide: Clear photos of the damaged item showing the label or identifying features, including tamper-proof caps, seals, shrink-wrap, and bubble wrap intact. For bottles over 30ml where the damage and loss of product is evident, photos with the bubble wrap intact are also required. Photos of all sides of the outer shipping box with the delivery label visible. Photos of the packaging inside the box as it arrived. Impact of Disposal or Alteration Claims cannot be accepted if the product, shrink-wrap, tamper-proof seals, or packaging have been discarded, removed, or altered prior to verification. Failure to retain the item and packaging as received may prevent us from processing a replacement or submitting a claim with the carrier. Carrier Claims All claims for damaged items are subject to carrier investigation, and submission of the required evidence is mandatory. 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 for Returned Made-to-Order Goods
Other Items
Overseas Orders & Customs
Important Notes
Policy Interpretation