Returns, Cancellations & Refunds
Last updated: September 28, 2026
This policy applies to UK and US orders from DB SALES & MARKETING SERVICES LIMITED. It does not limit your statutory rights for faulty, damaged or misdescribed goods.
14-day cancellation period
You may tell us you wish to cancel within 14 days after receiving your goods, without giving a reason. After notifying us, send the goods back within a further 14 days. Email your order number and the items concerned to support@dbsalesmarketingserviceslimited.com. A clear statement that you wish to cancel is sufficient.
Condition of returned goods
You may inspect goods as you would in a shop. Please return all included parts and protective packaging where possible. We may deduct a lawful amount for loss of value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, such as burning a candle. Original packaging is helpful but is not a blanket condition of your statutory cancellation rights.
The change-of-mind cancellation right does not apply to sealed goods that are genuinely unsuitable for return for health protection or hygiene reasons once unsealed, where the legal exception applies. This exception does not remove your rights if goods are faulty or misdescribed. We do not apply a blanket no-returns rule to all opened fragrance products.
Faulty, damaged or incorrect goods
Contact us promptly if goods arrive damaged, are faulty or do not match the description. Photos can help us investigate, but a 48-hour reporting deadline or the absence of photographs does not remove your statutory rights. We will arrange an appropriate refund, replacement or other remedy required by law and cover reasonable return costs for goods for which we are responsible.
Return delivery costs and instructions
For a change-of-mind return, you pay the direct return postage, including international return postage where applicable. Please email us for return-routing instructions before posting; do not send goods to a registered office unless we confirm it as the return destination. This request does not extend or remove your cancellation rights. Keep proof of posting and use a suitable carrier, particularly for liquids and fragrance products.
Refund amounts and timing
For cancellation of a whole order within the applicable cancellation period, we refund the item price and the original standard delivery charge. Any extra amount paid for an upgraded delivery service is not refundable. For partial returns, delivery charges are refunded where required by law.
We issue the refund without undue delay and no later than 14 days after receiving the returned goods or evidence that they were sent back, whichever is earlier. If no goods were supplied, we refund within 14 days of your cancellation notice. Refunds go to the original payment method in USD, without a refund processing fee from us. Your bank may take additional time to display the credit; its exchange rate or fees may differ from those on the original payment.
Cancellation before dispatch
Contact us as soon as possible to request cancellation before dispatch. If the parcel has already been dispatched, the return process above applies. If we cancel an order because we cannot fulfil it, we refund the unfulfilled goods and applicable delivery charge.
Contact
Email: support@dbsalesmarketingserviceslimited.com
Telephone: +44 7834237398
DB SALES & MARKETING SERVICES LIMITED · Company number 13910254.
Registered office: Hatch Farm Annexe Hatch Farm, Chertsey Road, Addlestone, Surrey, England, KT15 2EH.
