Refund and Return Policy

Last Updated: March 15, 2026

At Decantor.co.uk, we strive to ensure you are completely satisfied with your purchase. As a UK-based business, our returns policy complies with the Consumer Rights Act 2015 and the Consumer Contracts Regulations. Please read the following guidelines carefully to understand your rights regarding our bespoke perfume decants.

1. Return Eligibility for Fragrance Decants

Please note that specific legal rules apply to our products due to their bespoke nature:

  • Custom-Made Items (Final Sale): All fragrance decants and samples are FINAL SALE and cannot be returned or exchanged.
  • The Reason: Our decants are custom-filled samples prepared specifically for your order from an original retail bottle into a sterile atomiser. Under UK law, "goods made to the consumer's specifications" or clearly personalised items are exempt from the standard statutory right to cancel.
  • Hygiene & Integrity: Once a decant has been dispatched, we cannot verify its integrity or guarantee that it has not been tampered with. For health and hygiene reasons, we never restock or resell returned fragrances.

2. Damaged, Defective, or Incorrect Items

We pack every order with meticulous care, but if an issue occurs during transit, we are here to rectify it immediately.

If your order arrives damaged, leaking, or if you receive the incorrect fragrance:

  1. Notify Us Promptly: Please contact us at info@decantor.co.uk within 48 hours of delivery.
  2. Provide Evidence: Include your order number and clear photographs of the damaged item and the original packaging.
  3. Our Resolution: We will review your case and offer a free replacement or a full refund for the affected item. Decantor covers all costs associated with corrected shipments.

3. Refunds Processing

If a refund is approved (e.g., for a damaged item or out-of-stock product):

  • We will notify you via email once the refund has been initiated.
  • The credit will automatically be applied to your original method of payment (Credit Card or PayPal).
  • Please allow 5–10 business days for the funds to appear in your account, depending on your bank's processing times.

4. Cancellations

Because we begin the manual decanting process shortly after an order is placed, we can only accept cancellations if the request is received before the decanting of your fragrances has commenced. Once an order is processed, it enters the "custom-made" stage and cannot be cancelled.

Contact Support

For any questions regarding our returns policy or to report an issue, please contact our support team:

Email: info@decantor.co.uk
Phone: +44 7344 027196
Business Hours: Monday – Friday, 10:00 – 20:00 GMT