You are advised to read the following terms and conditions that apply to the use of this website – https://fragranceoilfactory.com
From time to time, we may edit or change this policy, without liability, by updating this page.
Please make sure that you check the page to ensure you are happy with any changes. Our terms and conditions apply to all site users.
If you do not wish to accept the terms and conditions, you should not continue using this website.
Products & Ordering
You must make sure that you read through the item descriptions before ordering to ensure you are happy with the product. This is before making a purchase.
We do not accept responsibility for variances in the colour or scent as we do update our products and constantly develop formulations.
We reserve the right to update and change the item descriptions – at any time.
Please familiarise yourself with the details every time you place an order with us.
We cannot be held responsible if you decide against this and later find that you are unhappy with the description as this is stated beforehand.
When placing an order with us, you go through (and complete) an online checkout process. Part of our process is that you have opportunities to check your order, correct any errors and add any items that you may have missed, before proceeding to the payment page.
Please notes that it is ALL USERS responsibility to check orders before proceeding to the payment page.
We will send you a confirmation to the e-mail address that you have provided on your order, listing all the products that you have ordered.
Once your order has been placed with us, we are unfortunately unable to add, edit or change items on your order. Please make sure you have included everything before checking out.
Anything you have missed or forgotten will need to be placed in another order.
We may refuse to accept an order if:
- Authorisation of payment cannot be obtained.
- If there is an error in the pricing or product description.
- Where goods are not available.
- If there have been problems with your orders in the past.
- If aggressive / rude or abusive language is being used towards us.
This is something that we DO NOT tolerate.
Dispatch & Delivery
Dispatch of orders normally happens within 3-7 working days.
This may differ with each customer depending on the products and fragrances that have been requested however you will be kept up to date with your dedicated team member.
Please do allow additional time over busy periods and public holidays such as Christmas, Easter, Bank Holidays and Holidays.
If there is an additional delay, we will contact and notify you via e-mail to the address that you have provided on your order.
Please make sure your details are correct and up to date.
Once your order has been placed with us, we are unable to add or change items so please make sure that you have included everything before you check out.
Anything missed or forgotten will need to placed in another order, a separate order.
We request that parcels are opened and checked immediately after a delivery and any problems to be reported to us as quickly as possible, including photographic proof so that we can resolve things in a timely manner.
Orders are sent to the shipping address that is provided by the customers. Please ensure addresses and details are correct as we are not liable for any orders that may return to us due to the wrong or insufficient information being provided.
If an order returns to us due to the wrong, incorrect or insufficient information being provided, there will be an additional charge for re-sending the order.
Orders that are returned to us due to customers not re-scheduling or collecting their order from their local delivery depot will have an additional charge for re-sending the order.
All our deliver couriers and partners that we work with will attempt delivery and leave a calling card for you to re-schedule your delivery. Parcels are then helps at local delivery depots for a certain amount of time, before being returned to us.
Please visit our delivery page for more information.
It is your responsibility to ensure that your details are correct and we recommend checking and updating your account / address and delivery / shipping information.
Before checking out and paying for your order, you have the opportunity to go through your delivery and shipping information to edit, if needed.
Orders that return to us will incur an additional fee for re-shipping.
Pre Order Items – We do request for pre-order items to be ordered separately, as mentioned in the product listings.
If you add pre-order items to your order, we will send them (when they are available) when you place another order or there will be an additional shipping fee.
Product Pricing
Our prices are constantly reviewed and whilst we will always try to keep prices to a minimum, we reserve the right to change the pricing at any time.
VAT is included in the pricing of our products.
Discounted Items
Please note, items and / or bundles which have been discounted will not receive an additional discount.
Wholesale Pricing
Our minimum order for wholesale products is £100 (at wholesale pricing).
When you click the cart or when you are on the ‘View Cart’ page– you will see a gold / yellow bar at the top of the page displaying how much is needed for wholesale pricing to be activated.
All wholesale products have WHOLESALE on their product listing name.
We recommend going through and checking all orders before you check out. It is your responsibility to check orders before you check out.
Delivery for wholesale orders is £15.00
White Label Products
We do offer white label products for people and businesses who are looking to add their own logo onto fragrance oils.
Cancellations, Refunds / Returns (If applicable)
We value your custom and we are more than happy to resolve any issues – please contact us on the following e-mail. info@fragranceoilfactory.com
We hope that you understand, as a small business, we have to verify claims to protect ourselves – but we are equally more than happy to help and resolve all genuine cases.
If you wish to cancel an order (before it has been dispatched), please notify us in writing by emailing us, stating your order number.
Once an order has been dispatched, we are unable to cancel an order.
We do not accept exchanges, refunds or returns for the following:
-Products which have been partially used.
-Products you don’t like the scent of. The scent is subjective and the fragrance descriptions are available on each product. We do have our sample sizes available.
-Due to hygiene reasons, we cannot accept returns, refunds or exchanges.
We do not sell items on a return basis – the customer has no right to reject or return the goods without prior consent.
Refunds (if applicable)
Items should be in their original condition (new / sealed / boxed) and properly packaged.
We will inspect all items and we will notify you of the approval or rejection of your refund.
If you are approved, the refund will be processed and a credit will automatically be applied to your original method of payment with a certain amount of days.
All our items are packaged with care and wrapped securely for transit – we also expect the same when items are returned to us.
If items being returned to us are not packaged properly and get damaged / break in transit, no refund will be provided.
Faulty or Damaged Items
Items are packaged as securely as possible for transit, in the unlikely event that you find an item to be faulty or damaged, please notify us in writing immediately to the following e-mail info@fragranceoilfactory.com within 24 hours of receiving your order.
We will always ask you to send us a photo of the faulty or damaged item/s for our records which means that we can usually deal with the problem as efficiently as possible.
We will either offer to refund or replace the items in question and the decision will be made on a case by case basis.
We reserve the right for the faulty or damaged items to be returned to us for inspection.
Once received and inspected, we will send you an e-mail to notify you on the approval or rejection of your refund.
In all circumstances, the items must be retained in it’s original, unused and unopened packaging until you have heard from ourselves, therefore, you must not:
-Use any of the items before we confirm that we are happy to offer a full / partial refund or replacement.
-Discard any of the item/s before we confirm a full/partial refund or replacement.
– Please Note: Dent/Crush or imperfections are not considered as faulty or damaged.
Items sent back to us need to be packaged properly and with care. If items are not sent in suitable packaging (resulting in damage) we will not offer a refund.
Return Shipping
The buyer is responsible for return shipping costs (proof of postage is required).
If the item is not in it’s original condition or properly packaged, the buyer is responsible for any loss in value.
We hope that you understand, as a small business, we have to verify claims etc to protect ourselves – but we are equally more than happy to help and resolve all genuine cases.
Language Towards Us.
We do NOT tolerate rude or aggressive language whether this is through our website, social media pages, emails or over the phone.
We are dedicated to helping all our customers and answering all queries which can take time due to the amount of messages which we receive daily through our website, social media pages and emails.
All customers are spoken to with respect and we are dedicated to helping where we can so please do not use rude or aggressive language towards us as this is something we do not tolerate.