Return & Refund Policy – Perfume Items

At Vibe and Verse, we are committed to providing quality fragrance products and ensuring that customers have clear information before placing an order.

Our perfumes are sold as A+ quality inspired fragrances. Please carefully review the product description and fragrance information before purchasing.

1. Returns & Cancellations

For online orders, customers may have statutory cancellation rights under applicable UK consumer law.

Where a cancellation or return right applies, the product must be returned in accordance with the requirements of this policy and applicable law.

For hygiene and product-safety reasons, sealed perfume products that have been opened or unsealed after delivery may not be eligible for return where the applicable legal exception applies.

We cannot accept returns for products that have been used, sprayed, damaged, or altered after delivery, except where the product is faulty or your statutory consumer rights otherwise apply.

2. Faulty, Damaged or Incorrect Items

Nothing in this policy affects your statutory consumer rights.

If you receive an item that is:

• Faulty or defective
• Damaged during delivery
• Significantly different from the product description
• The wrong product

please contact us as soon as possible so that we can investigate the issue and, where appropriate, provide a replacement, repair, or refund in accordance with applicable UK consumer law.

Please provide your order number and, where relevant, photographs of the product and packaging to help us resolve the issue quickly.

3. Change-of-Mind Returns

If you are exercising a statutory cancellation right for an online purchase, please contact us within the applicable cancellation period.

Returned products should be:

• Unused and unopened where applicable
• In their original packaging
• In a resalable condition
• Accompanied by proof of purchase

Where a product has been opened or used, your statutory cancellation rights may be affected where the applicable hygiene exception applies or where the value of the product has been diminished through handling beyond what is reasonably necessary to inspect it.

4. Non-Returnable Situations

Subject to your statutory consumer rights, we may refuse a return or refund where:

• The perfume has been used or sprayed after delivery.
• The product has been opened or unsealed and the applicable hygiene exception applies.
• The product has been damaged through misuse or improper handling after delivery.
• The product has been altered or tampered with after delivery.
• The customer provided an incorrect delivery address and the issue resulted from that incorrect information.

This does not affect your rights where the product is faulty, not as described, or otherwise does not meet the requirements of applicable consumer law.

5. Refunds

Where a refund is legally due, we will process it in accordance with applicable UK consumer law.

For approved returned items, refunds will generally be made using the original payment method.

Where applicable, refunds will be processed within the legally required timeframe after the returned goods have been received or other applicable conditions have been satisfied.

If a customer selected a more expensive delivery option than our standard delivery service, any statutory refund of delivery costs may be limited to the cost of the least expensive standard delivery option available.

6. Order Confirmation & Processing

All orders placed through the Vibe and Verse website are subject to acceptance and product availability.

Once an order has been successfully placed and payment has been processed, the customer will receive an order confirmation.

We reserve the right to cancel an order before dispatch where there are reasonable grounds to suspect fraud, unauthorised activity, payment issues, or materially incorrect information.

If we cancel an order, any payment taken for that order will be refunded as appropriate.

7. Shipping & Delivery

Orders are shipped to the delivery address provided by the customer at checkout.

Customers are responsible for ensuring that their delivery information is accurate and complete.

Once an order has been dispatched, tracking information will be provided where a tracked delivery service is used.

Proof of Delivery

We use tracked delivery services where available.

Courier tracking information, delivery confirmation, GPS information, photographs, or a signature may be used as evidence of delivery where provided by the courier.

If you believe your order has not been received despite the courier showing it as delivered, please contact us promptly so that we can investigate the matter with the delivery provider.

8. Lost, Missing or Stolen Packages

If an order is shown as delivered by the courier but you cannot locate it, please contact us as soon as possible.

We may ask you to check with household members, neighbours, the delivery location, or the courier before we investigate further.

Claims relating to an order shown as delivered should be reported promptly and, where possible, within 48 hours of the delivery confirmation so that we can investigate efficiently.

We will cooperate with the courier in investigating delivery disputes. Nothing in this policy removes any rights you may have under applicable consumer law.

9. Chargebacks & Payment Disputes

We encourage customers to contact Vibe and Verse before initiating a payment dispute or chargeback so that we have an opportunity to investigate and resolve the issue.

A chargeback is a payment dispute and is separate from our normal return and refund process.

Where a chargeback is initiated, we may provide the relevant payment provider with appropriate evidence, which may include:

• Order information
• Payment information
• Dispatch confirmation
• Tracking information
• Delivery confirmation
• Customer communications
• Relevant product and transaction details

We reserve the right to dispute fraudulent or inaccurate claims through the appropriate payment-provider process.

Nothing in this section prevents a customer from exercising any statutory rights they may have.

10. Fraud Prevention

To help protect our customers and business from fraudulent transactions, we may use appropriate fraud-prevention and payment-security measures.

Orders identified as potentially high-risk may be subject to additional verification or may be cancelled before dispatch.

Where we reasonably suspect fraudulent activity, we may retain relevant transaction information and provide information to payment processors, delivery providers, or relevant authorities where legally permitted or required.

11. Customer Responsibility

By placing an order with Vibe and Verse, customers agree to:

• Provide accurate billing and delivery information.
• Review product descriptions and fragrance information before purchasing.
• Follow the applicable return procedure.
• Contact Vibe and Verse promptly if there is an issue with an order.
• Provide reasonable information or evidence where required to investigate a delivery, damage, or product issue.

12. Contact Information

For return, refund, delivery, or product-related enquiries, please contact us:

Business: Vibe and Verse
Email: vibeandverse.online@gmail.com
Business Location: United Kingdom
Response Time: 24–48 business hours

13. Statutory Consumer Rights

Nothing in this policy is intended to limit, exclude, or remove any rights you have under applicable UK consumer law.

Your statutory rights remain unaffected, including rights relating to goods that are faulty, not as described, or not fit for purpose.

Where there is a conflict between this policy and mandatory consumer law, the applicable law will take precedence.

Vibe and Verse reserves the right to update this policy when necessary to reflect changes to our business practices or applicable law.