Refund policy

Last Updated: [07/03/2026]

At Friends Mart Shop, we value our customers and aim to provide high-quality products and excellent service. Please read this policy carefully before placing your order.

By completing your purchase, you acknowledge that you have read and accepted this Return & Refund Policy.

Please Read Before Purchasing

We encourage all customers to carefully review the following before placing an order:

  • Product title
  • Product description
  • Product images
  • Product size
  • Fragrance notes (where applicable)
  • Any important information provided on the product page

If you have any questions about a product, please contact us before placing your order.

Change of Mind

We do not accept returns or offer refunds for:

  • Change of mind
  • Ordering the wrong product
  • Ordering the wrong quantity
  • Personal preference regarding fragrance
  • Failure to read the product description before purchasing

Please ensure you are happy with your selection before completing your order.

Opened or Used Fragrance Products

For hygiene and health protection reasons, opened or used perfume products cannot be returned or exchanged, unless they are:

  • Faulty
  • Damaged upon arrival
  • Incorrectly supplied
  • Not as described

Damaged, Faulty or Incorrect Items

If you receive a product that is:

  • Damaged during delivery
  • Faulty
  • Incorrect
  • Significantly different from its description

please contact us within 48 hours of delivery.

To help us resolve your claim quickly, please provide:

  • Your order number
  • Clear photographs of the product
  • Photographs of the packaging
  • A brief explanation of the issue

Once your claim has been reviewed, we will advise you of the appropriate resolution, which may include a replacement, refund, or other suitable remedy in accordance with UK consumer law.

Return Conditions

Where a return is approved, the product must:

  • Be returned in the condition requested by our customer support team.
  • Include all original packaging where possible.
  • Be securely packaged to prevent damage during transit.

Returns sent without prior approval may not be accepted.

Refunds

If a refund is approved, it will be issued to the original payment method used for the purchase.

Please allow 5–10 business days for the refund to appear in your account after it has been processed.

Non-Refundable Items

Unless faulty, damaged, or not as described, the following items are not eligible for return or refund:

  • Opened perfume products
  • Used perfume products
  • Products damaged after delivery due to misuse or improper storage
  • Products purchased in error by the customer

Delivery Charges

Shipping charges are generally non-refundable unless the return is due to:

  • Our error
  • A faulty product
  • An incorrect item supplied

Statutory Consumer Rights

Nothing in this policy limits or excludes your rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection laws.

Contact Us

If you need assistance regarding a return or refund, please contact us:

Friends Mart Shop

📧 Email: friendsmartshop740@gmail.com

📞 Phone / WhatsApp: +44 7311 128353