Refunds and Returns Policy for Physical Products

Last updated: 30 October 2026

1. What this covers

This policy covers physical goods sold on phoenixcosmeticsafety.com, such as perfume oils and fragrance oils. The seller is Phoenix Compliance Services AKA Phoenix Safety Consultants Private Limited (Companies House No. 13835804), Office 3046, 182 High Street North, London, E6 2JA, United Kingdom.

2. Your 14-day right to cancel (consumers)

If you are a consumer in the UK or EU, you can cancel your order without giving a reason within 14 days of the day you, or someone you name, receive the goods. This right comes from the Consumer Contracts Regulations 2013 and EU Directive 2011/83/EU.

Exception for sealed goods: perfume and fragrance oils are supplied sealed for health and hygiene reasons. Once the seal, cap seal or protective wrap has been broken after delivery, the goods cannot be returned under the right to cancel (regulation 28(1)(e) of the Regulations). This does not affect your rights if the goods are faulty.

How to cancel: email support@phoenixcosmeticsafety.com with your order number, or use the model cancellation form below. Then return the goods within 14 days of telling us.

Returning the goods: unless the goods are faulty or wrong, you pay the cost of returning them. Please use a tracked service and pack them securely. Bottles must be unused and sealed.

Your refund: we will refund the price and the original standard delivery charge. We do not refund any extra paid for premium delivery. We pay the refund within 14 days of receiving the goods back, or of receiving proof that you have posted them, whichever comes first. It goes to your original payment method.

We may deduct an amount for any loss in value caused by handling the goods more than was needed to inspect them.

3. Faulty, damaged or wrong items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If an item arrives faulty, leaking, damaged or wrong: - email support@phoenixcosmeticsafety.com within 30 days of delivery, with photos; - you are entitled to a full refund (the short-term right to reject); - after 30 days, you are entitled to a repair or replacement, and then a price reduction or refund if that fails, as the Act provides; - we pay the return costs for faulty or wrong items.

4. Business customers

If you buy for business purposes, the 14-day right to cancel does not apply. We will replace or refund faulty or wrong items reported within 30 days of delivery.

5. Orders outside the UK

For deliveries outside the UK, import duties and taxes are not refunded unless the goods are faulty or wrong. Your local mandatory consumer law still applies.

6. Contact

• Email: support@phoenixcosmeticsafety.com
• Phone and WhatsApp: +44 7346 009332

Model cancellation form

To: Phoenix Compliance Services AKA Phoenix Safety Consultants Private Limited, Office 3046, 182 High Street North, London, E6 2JA, United Kingdom. Email: support@phoenixcosmeticsafety.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: ___

• Ordered on / received on: ___
• Name: ___
• Address: ___
• Signature (if on paper): ___
• Date: ___