- Customer care
CANCELLATION AND RETURNS POLICY
Date of last update: September 2022
As you are a consumer you may cancel your order within 30 days from delivery and obtain a refund. Note that it is not possible to return items purchased online to any of our stores. If you made your purchase through a partnered retail location, such as an airport or department store, then any return will need to be made in accordance with the return/cancellation policy of the relevant retailer and should not be returned directly to us.
We hope that you are happy with your order, but if for some reason you are not, below are the steps to return a product.
Simply fill in our contact form through the Help section with your order number.
Note that all items must be returned unused, with authentic labels and in original packaging. If goods returned are not in a re-sellable condition, we may not accept your return. Any promotional gifts received with your purchase must also be returned. Your right to return goods does not apply to goods made to your specification, or which have been clearly personalized, or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly, or where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
You will then be contacted by a member of our team to provide images of the item(s) condition, and to organize a pick-up of your order.
You will receive a prepaid return label which you can use at a drop-off location or through a scheduled pick-up of your package. If you would like to return your product in another way BYREDO does not offer compensation for the return fee.
Package your return item in BYREDO packaging or in a well-padded envelope or box to prevent damage in transit.
Please ensure you receive proof of postage or delivery. We are responsible for your parcel only once it has been received by us. Items lost in transit will not be treated as returned, and cannot be exchanged or refunded. Customers wishing to return fragrance items should have regard to any labelling and packaging guidelines produced by your zone's postal service or any other courier that is used.
All returned goods will be examined upon receipt. We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you via telephone or e-mail that a reduced refund amount will be available, or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
Once we have processed your returns, our customer service will contact you by telephone or e-mail. Your payment for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) will be refunded by BYREDO as soon as possible by the original payment method, no later than 14 days after we have received the goods (provided that you have returned the goods to us within 14 working days of delivery to you or you notifying us of cancellation)
In the interests of preventing or investigating fraudulent activity: (a) we may contact you regarding returns activity which is suspicious, and/or (b) we reserve the right to deactivate any account which is engaged in suspicious activity.