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Ego Fragrance has the following policy on return and refund of products purchased from us:

RETURN

1. We have a 28 days return policy for customers receiving a faulty product, (but it does not apply to cosmetic contact lenses, eyelashes extension, preserved flowers & petals - NO RETURN on these products).

2. Ego Fragrance has a normal seven day cancellation policy provided the product hasn't been dispatched.

3. Faulty products have to be reported on the day of receipt by: email –customerservice@egofragrance.co.uk or call us on 01775 829 002  or complete the form on contact us page.

4. Cancelled items or faulty products have to be returned in the same condition in which it was dispatched.

5. Returned products have to be in its original packaging and the cellophane wrap not removed.

6. Cancelled items will be charged full postage and packaging if the product has already left our warehouse.

7. We do not cover any return postage costs on any of the items

8. Free items sent with your purchase will NOT be refunded or exchanged

9. We cannot accept cosmetics and Skin care products for exchange or refund for health and safety purpose.

10. When returning faulty or cancelled products please include the following details:

  • Purchase reference number
  • Your name and address
  • Description of product returned
  • Reason for cancellation (applies to cancelled)
  • Nature of fault with the product (applies to damaged products)
  • Date on which the damaged of product was reported (applies to damaged products)

REFUND

1. Ego Fragrance will refund the purchase price of returned products provided they have not been used or removed from its original packaging and they meet the above criteria.

2. Refund will be made only upon receipt of the returned product

3. Refund will be of the same value that the purchase was made

4. Refund will be made to the same credit or debit card from which payment was taken

5. In the event that customer receives a faulty product and would like to replace that product we will be happy to replace the faulty product. However,we will not exchange the faulty product for a new product code (it has to be like for like).

 

INCORRECT ITEM SENT

Ego Fragrance carefully inspects all the products and purchase order details before despatch to ensure that our customers receive the correct product. However, from time to time mistakes do happen and we sincerely apologise if someone receives an incorrect item.

In the rare event of a customer receiving an incorrect item, Ego Fragrance will, upon receipt of the returned incorrect item, send the correct item.   If the customer requires a faster replacement, upon agreement with the customer, Ego Fragrance will recharge the customer, send the correct item, and on receipt of the returned incorrect item, refund the customer the amount originally charged for the purchase.