Effective Date: October 29, 2026
This Refund and Returns Policy is formally issued by Private Limited Company, operating the home fragrance e-commerce website www.privatelimitedcom.com, with our registered contact address at 100 Holland Road, Clacton-on-Sea, Essex, England, CO15 6HB, contact telephone number +44 7923 385147, and official contact email [email protected]. This policy applies to all orders, purchases and transactions made on our platform for our full range of home fragrance products, including reed diffusers, essential oil bottles, car fragrance items, indoor aromatherapy goods and all other listed merchandise. All customers who place orders on our website fully agree to be bound by the terms outlined in this policy once they complete the checkout process, and we have designed these clear, fair rules to protect the legitimate rights of both our customers and our business operations, with a core, explicit rule that no pure, returnless full or partial refunds are permitted under any circumstances, unless formally required by mandatory applicable UK consumer protection law.
1. Eligibility for Return Requests
To qualify for a valid product return, you must submit a formal return application to our customer service team within 30 calendar days from the date you successfully receive your ordered goods. All items being returned must be kept in their original, unopened, resellable condition, with all original packaging, sealing labels, product accessories, user manuals and gift components fully intact. Our eligible return scope covers situations where the delivered product has manufacturing defects, the received item does not match the product model, specification or scent you ordered, or the goods are damaged during the shipping and delivery process. We do not accept return requests for products that have been opened, partially used, damaged due to improper personal storage, or consumed for any reason after delivery, for hygiene and product quality assurance considerations related to our aromatherapy and fragrance product lines.
2. No Standalone Refund Rule
We explicitly clarify that no “refund only” request that does not include the return of the corresponding physical product will be approved under any normal circumstances. A full or partial refund can only be processed after we have received the returned product at our designated return warehouse, completed full product inspection and confirmed that the returned item meets all the return eligibility requirements outlined in this policy. We will never issue any refund for an order when the customer keeps the full ordered product, regardless of the stated reason for the request. This rule is set to ensure fair operational costs for our small independent fragrance brand, prevent unreasonable abuse of consumer rights, and allow us to continue offering our customers high-quality, affordable gentle home fragrance products at stable, reasonable prices. The only narrow exception to this no standalone refund rule is when the ordered product is confirmed lost in transit and never successfully delivered to you, under verification by us and our partnered logistics provider. In that specific situation, you can choose to receive a full replacement of your ordered product, or opt for a full refund without needing to return any physical goods.
3. Return Process Steps
- Submit your return application by sending an email to [email protected], providing your order number, a clear description of the reason for your return, and clear photos showing the relevant product condition, defects or delivery issues. Our customer service team will review your application and respond to you with a formal return authorization confirmation, as well as our designated return warehouse address, within 2 working days.
- Pack the product you intend to return securely, make sure all product components are included, then send the parcel to the return address we provided. You are responsible for covering the return shipping fee, unless the return reason is confirmed to be caused by our side (including wrong item delivery, product manufacturing defects, or severe shipping damage we confirmed before dispatch).
- After we receive your returned parcel, our quality inspection team will check the condition of the returned product within 3 working days. If the product passes our inspection and meets all return eligibility rules, you can choose between two options: receive a brand new replacement of the same product, or get a full refund corresponding to the product value you paid. If the returned item fails to meet our return requirements, we will not process any refund for you, and we can ship the product back to you at your request at your additional cost.
4. Refund Processing Details
Once your eligible return is verified and approved, the refund will be processed to your original payment account via the same payment method you used at checkout. Please note that it usually takes 5 to 10 working days for the refund amount to show up in your account, depending on the processing speed of your card issuing bank or payment service provider. We will not be responsible for any delays caused by the internal operating rules of third-party payment institutions that are out of our direct control. All approved refund amounts will not cover any original shipping fees you paid for the initial delivery of your order, except for orders that are confirmed to have severe errors caused by our team.
5. Contact for Policy Inquiries
If you have any questions or need clarifications about any terms in this Refund and Returns Policy, you can contact our support team at any time via email at [email protected], call our team at +44 7923 385147, or send written correspondence to our office address at 100 Holland Road, Clacton-on-Sea, Essex, England, CO15 6HB. We will respond to all your legitimate inquiries as soon as possible, to help you enjoy a pleasant, worry-free shopping experience for our gentle warm home fragrance products.