ONLINE PURCHASES

You may return items bought at https://obyolfacto.com/ in their original, unused and saleable condition for a refund or exchange within 14 working days from receipt. You are not required to give us any reason for doing so; however, proof of purchase (order number) is required. This excludes discovery packs and personalised items which cannot be returned or exchanged unless faulty. Please note original postage will not be refunded. If we receive a returned item that has clearly been used, then we reserve the right to reduce the refund amount accordingly.

You will be required to organise and pay for the return of the items to us. Before doing so, please contact support@obyolfacto.com for a return reference. Our return address is: Olfacto Ltd, The Long Barn, Down Farm, Cobham Park Road, Cobham, KT11 3NE

FAULTY PRODUCTS

In the unlikely event of a fault with your product, please contact us in the first instance at support@obyolfacto.com for a return reference and then return it to us for investigation at the above address, retaining proof of postage so that we can refund you. If the product is deemed faulty, to be decided in the sole discretion of the Company, and cannot be repaired we will replace the product for you or, if you prefer, refund you the cost of the product plus standard shipping cost, but not the price of any other delivery option chosen by you.

INCORRECT DELIVERIES

If the items you receive do not match what you ordered, or something has been delivered to you that you did not order, please notify us immediately at support@obyolfacto.com within 14 days of receipt so that we may check your order. We will then arrange to collect any incorrect items from you and/or organise for any previously missing or replacement items to be sent to you free of charge.

GOODS DAMAGED IN TRANSIT

If any of your goods have been damaged in transit, please contact us immediately, providing photographic evidence via support@obyolfacto.com within 7 days of receipt. If, on receipt, we conclude that the damage was caused in transit, we will replace the item for you free of charge.

RETURNING AN ITEM

If you are returning an item to us, please ensure that you include the Dispatch Note in your parcel, pack the items in their original packaging where possible, and write your order number on the address label of your package.
Please ensure the goods are packaged securely, as we cannot accept liability for returned goods lost or damaged in transit.

PROCESSING TIME

If a refund is actioned by us, subject to these conditions, your payment for the goods will be refunded as soon as possible by the original payment method, no later than 14 working days after we have received the goods.

If an exchange has been arranged, this will be processed for dispatch within 7 working days of us receiving your returned goods and will be delivered via standard delivery. Please note delivery times may vary depending on shipping destination and during busy holiday seasons.