Return and Refund Policy

Last Updated:

1. Introduction

This Return and Refund Policy ("Policy") applies to services provided by Scentglowur ("we", "our", or "us"). This policy complies with UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Please read this Policy carefully before booking our services. By booking with us, you agree to be bound by this Policy.

2. Nature of Our Services

Scentglowur provides party styling and event organisation services. These are bespoke, personalised services tailored to each client's specific requirements. As such, standard return policies for physical goods do not apply.

3. Booking and Payment

When you book our services:

• A deposit (typically 50% of the total fee) is required to secure your booking
• The remaining balance is due 7 days before the event date
• All payments are processed in British Pounds (GBP)
• Payment terms will be clearly stated in your service agreement

4. Cancellation by Client

4.1 Cancellation More Than 14 Days Before Event

If you cancel your booking more than 14 days before the scheduled event date:

• You may be eligible for a partial refund
• The deposit is non-refundable to cover costs already incurred (e.g., planning, sourcing materials)
• Any additional payments made may be refunded, minus any costs we have already incurred
• We will provide a breakdown of any non-refundable costs

4.2 Cancellation Within 14 Days of Event

If you cancel your booking within 14 days of the scheduled event date:

• No refund will be provided
• This is because we will have committed resources, time, and materials specifically for your event
• We may, at our discretion, offer to reschedule your event (subject to availability) for a small administrative fee

4.3 How to Cancel

To cancel a booking, you must notify us in writing (email or letter) to:

Scentglowur
23 Kenwell Dr, Bradway
Sheffield S18 2HF
United Kingdom
Email: style@scentglowur.world

Your cancellation will be effective from the date we receive your written notice.

5. Cancellation by Us

In the unlikely event that we need to cancel your booking:

• We will provide as much notice as possible
• You will receive a full refund of all payments made
• We will not be liable for any additional costs you may have incurred (e.g., venue deposits, catering)
• We will make every effort to help you find an alternative service provider

6. Changes to Bookings

If you wish to make changes to your booking:

• Contact us as soon as possible to discuss your requirements
• Changes are subject to availability and may incur additional charges
• Significant changes (e.g., date, location, scope) may be treated as a cancellation and rebooking
• All changes must be confirmed in writing

7. Refund Process

If you are eligible for a refund:

• We will process your refund within 14 days of confirming your eligibility
• Refunds will be made to the original payment method used
• You will receive written confirmation of the refund amount and processing date
• Please allow additional time for the refund to appear in your account (this depends on your bank or payment provider)

8. Force Majeure

We are not liable for delays or cancellations due to circumstances beyond our reasonable control, including but not limited to:

• Natural disasters
• Government restrictions or regulations
• Pandemics or health emergencies
• Strikes or industrial action
• Severe weather conditions

In such circumstances, we will work with you to find a suitable solution, which may include rescheduling or a partial refund.

9. Complaints and Disputes

If you are not satisfied with our services:

• Please contact us immediately to discuss your concerns
• We aim to resolve all complaints within 14 days
• If we cannot resolve the matter, you may be entitled to a partial refund based on the services actually provided
• All complaints must be made in writing within 7 days of the event date

10. Your Statutory Rights

This Policy does not affect your statutory rights as a consumer under UK law. You have the right to:

• Receive services that are performed with reasonable care and skill
• Receive services that match the description provided
• Receive services that are fit for purpose
• Seek redress if services do not meet these standards

11. Alternative Dispute Resolution

If you are not satisfied with how we have handled your complaint, you may refer the matter to an alternative dispute resolution (ADR) provider. We are committed to resolving disputes fairly and promptly.

12. Contact Us

For questions about returns, refunds, or cancellations, please contact us:

Scentglowur
23 Kenwell Dr, Bradway
Sheffield S18 2HF
United Kingdom
Email: style@scentglowur.world
Phone: +44 7800 815008

13. Changes to This Policy

We reserve the right to update this Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our services after changes are posted constitutes acceptance of the updated Policy.