Refund policy

If for whatever reason you are not satisfied with your order, you can return any unopened product within 14 days of receiving it. Items must be returned unused, in their original condition with all seals intact, and securely packaged for transit.

What we can accept

Bottles that are unopened and unused, with the cellophane and seals intact.
Products in their original box, undamaged and complete.
Returns requested within 14 days of the delivery date.

What we cannot accept

Fragrance is a sealed cosmetic product. For hygiene and safety reasons we cannot accept:

Any bottle that has been opened, sprayed, tested or used, however lightly.
Products where the seal, cellophane or outer box has been damaged or discarded.
Items bought on promotion, at a reduced price, or with a discount code.
Gift cards, and personalised or engraved items.
Wholesale and trade orders, which are governed by the terms agreed at the point of order.

None of this affects your statutory rights in respect of faulty goods.

If your order arrives damaged or incorrect

We can only assist with damage claims where we receive photographic or video evidence of the item and its outer packaging, so please photograph everything before unpacking further. Tell us within 48 hours of delivery.

Once we have seen the evidence we will send a replacement or a full refund, whichever you prefer, and you will not be out of pocket for return postage. The same applies if we send you the wrong item.

How to start a return

Your name and email address
Your order number
The reason for the return
Whether you would like a refund, an exchange or a replacement

We will confirm the return address and how to send it back. Please do not post anything before contacting us.

Return postage

Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning the goods to us, and we are not able to reimburse the postage paid to send them back. We strongly recommend a tracked service and keeping your proof of postage — until the parcel reaches us it remains your responsibility.

Original delivery charges are non-refundable except where the order was faulty, damaged or wrongly supplied.

Refunds

Refunds are processed once the returned item reaches us and has been inspected. Please allow 3–5 working days from receipt for us to process it, and a further 5–10 working days for your bank or card issuer to show the money.

Refunds are paid to the same payment method used on the original order — we cannot refund to a different card, account or person. The amount refunded reflects the price actually paid at the time of purchase.

Exchanges

Tell us when you contact us. Once the return is received and inspected we will send the replacement; if there is a price difference we will take or refund the balance before dispatch. Exchanges are subject to availability.

Cancelling an order

Email us immediately. If the order has not yet been dispatched we will cancel and refund it in full. Once it has left us it must be handled as a return under the terms above.

Your right to cancel

Under the Consumer Contracts Regulations you may cancel an online order within fourteen days of receiving it without giving a reason, and return it within a further fourteen days. Sealed cosmetic goods that have been unsealed are exempt from this right for hygiene reasons.

Still need help?

Call or WhatsApp +44 7377 609983, or email enquiries@qasida.co.uk. We answer 9am–6pm, Monday to Saturday.