Refund policy

Order Cancellations

All orders are processed immediately after being placed. For this reason, we are unable to cancel or modify orders once an order has been submitted.

Please ensure all order details, including items and shipping address, are correct before completing checkout. The Decant Den is not responsible for errors made by the customer.

Returns Policy

We want our customers to shop with confidence. The Decant Den offers a 14-day return policy on eligible items.

To request a return, please contact us at:

Contact@TheDecantDen.com 
Subject line: Return Request – Order #XXXX

Our team will provide return instructions.

Eligibility for Returns

  • Returns are only available for UK-based customers.
  • Due to shipping regulations for flammable goods, international orders are non-returnable.
  • Items must be unused, unopened, and in original packaging.
  • Items must be returned within 14 days of delivery.
  • Custom decants, opened fragrances, or used products are non-returnable.
  • Return shipping costs are the responsibility of the customer.
  • Original shipping fees and insurance costs are non-refundable.
  • We reserve the right to refuse excessive, suspicious, or abusive returns.
  • Return drop-offs are not accepted at our warehouse or office.

Custom Decant Disclaimer (IMPORTANT)

All decants are custom-prepared to order and cannot be resold for hygiene and authenticity reasons.

By placing an order with The Decant Den, you acknowledge and agree that:

  • All decant sales are final unless the item arrives damaged, leaking, or incorrect.
  • Minor cosmetic imperfections, label alignment, or bottle appearance do not affect the fragrance and are not considered faults.

Evaporation & Fill Level Disclaimer

All decants are filled slightly above the stated volume to account for minor evaporation and handling loss during transit.

For example:

  • 3ml bottles are filled to approximately 3.2ml
  • 8ml bottles are filled to approximately 8.2ml

Due to the nature of fragrance products and shipping conditions, a very small amount of evaporation or absorption into packaging may occur. This is normal and does not constitute a defect or underfilling.

By placing an order with The Decant Den, you acknowledge and accept that minor variations in fill level can occur and are not grounds for a refund or replacement.

Damaged, Leaking, or Incorrect Items

If your order arrives:

  • Damaged
  • Leaking
  • Or incorrect

You must contact us within 48 hours of delivery with:

  • Your order number
  • Clear photos of the item and packaging
  • If approved, we will offer a replacement or a refund at our discretion.

Claims submitted after 48 hours may not be accepted.

Refund Process

Once your return or claim is approved and inspected:

  • You will be notified by email
  • Refunds will be issued to your original payment method
  • Processing time depends on your bank or payment provider (usually a few working days)

Missing Refunds

If you haven’t received your refund within 7 days of confirmation:

  1. Check with your bank or payment provider
  2. Then contact our support team and we’ll investigate it for you

Abuse & Fraud Prevention

We reserve the right to:

  • Refuse returns
  • Cancel orders
  • Or restrict accounts

If we detect excessive returns, suspicious activity, or abuse of our policies.

⚠️ LEGAL NOTE (UK)

This policy does not affect your statutory rights under UK consumer law.