We want you to be delighted with your Trillions order. Every product is individually inspected by our team before dispatch to ensure it reaches you in perfect condition. Because of this careful pre-dispatch inspection, all sales are final and we do not offer refunds or exchanges except where your goods arrive faulty or damaged, or where you have a legal right that cannot be excluded.
1. Pre-dispatch inspection
Before any order leaves us, it is checked for quality, completeness and correct fragrance selection. This means the product you receive has already passed our quality control. As fragrance is a personal and consumable item, we are unable to accept returns or issue refunds for products that have been opened or used, or simply because a scent is not to your preference.
2. Faulty or damaged goods
In the rare event that your order arrives damaged, faulty, or incorrect, please contact us within 14 days of delivery at info@trillionsodor.com with your order number and a clear photo of the issue. We will arrange a replacement or full refund, including any return postage where applicable. This does not affect your statutory rights as a UK consumer.
3. Your statutory rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, including the right to receive goods that are of satisfactory quality, as described, and fit for purpose. If a product is faulty or not as described, you are entitled to a remedy regardless of this no-refund policy.
4. Cancellation before dispatch
If you contact us before your order has been dispatched, we will do our best to cancel it and refund you in full. Once an order has been dispatched, the no-refund policy above applies.
5. Fragrance products
For hygiene and safety reasons, fragrance bottles that have been opened or used cannot be returned or refunded unless they are faulty. Scent is subjective; descriptions and colour labels are provided as a guide and may differ from your personal perception.
6. How to contact us
For any order query, email info@trillionsodor.com and include your order reference. See our Terms & Conditions for full terms of sale.