Last updated: 14 November 2026
At a glance
| Return window | 30 days from the date of delivery |
|---|---|
| Change of mind | Accepted |
| Return methods | By post (Royal Mail, prepaid label) or in person at our store |
| Return postage | Covered by us |
| Restocking fee | None |
| Refund method and time | Original payment method, within 7 days of receiving and inspecting the item |
| Exchanges | Accepted, subject to availability |
| Return address | Bare Scents Ltd, 25 Mackie Drive, Guisborough, Cleveland, England, United Kingdom, TS14 6DJ |
Our policy
We accept returns and exchanges within 30 days of delivery for all products, including change-of-mind requests, provided the items are unused, in their original condition, and complete with all included parts (including the dust cover lid), with original packaging where possible.
Returns and exchanges are accepted both by post and in person at our physical store. Return or exchange requests must be submitted within 30 days of delivery. Returns are accepted from addresses within our delivery area (mainland England, Scotland and Wales).
How to return or exchange an item
- Contact our customer support team by email at support@barescents.co.uk, by phone on +44 7545 018111, or through our contact form, and include your order number. Giving a reason is optional.
- Returning by post: we email you a prepaid Royal Mail return label with return instructions. Download and print the label.
- Pack the item securely, attach the label and drop the parcel off at a Post Office branch or another Royal Mail drop-off point.
- Returning in person: bring the item to our store at 25 Mackie Drive, Guisborough, Cleveland, England, United Kingdom, TS14 6DJ during business hours: Monday to Friday 9:00 am to 6:00 pm, Saturday 10:00 am to 5:00 pm, closed on Sunday (UK time).
Return costs
All return and exchange shipping costs are covered by us. No restocking fees or other return charges apply.
Refunds
For all eligible returns, including change-of-mind, damaged, defective, incorrect and partial-order returns, refunds include the purchase price of the returned items, applicable taxes, and the original shipping charge paid for the order. The original shipping charge is refunded only once per order.
You may return individual items without returning the entire order.
Refunds are issued to the original payment method within 7 days of receiving and inspecting the returned item. Your bank or card provider may need extra time to process it.
Exchanges
Exchanges are subject to product availability and are processed after the returned item has been received and inspected.
Damaged, faulty or incorrect items
If an item arrives damaged or faulty, or we send the wrong item, it does not need to meet the unused-item condition. Contact us with your order number (a photo helps) and you can choose a full refund or a replacement at no extra cost, including applicable taxes and delivery charges.
Items we cannot accept for change of mind
Candles that have been lit or used, or returned without their lid, cannot be returned for change of mind. This does not apply to damaged, faulty or incorrect items.
Your statutory rights
This policy does not limit your statutory rights. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel an online order within 14 days of delivery, and under the Consumer Rights Act 2015 you have rights when goods are faulty, not as described or not fit for purpose.
Questions
For return labels, instructions, exchanges, refunds or return status, contact support@barescents.co.uk or +44 7545 018111. We reply within 1 business day.