Refund policy

Last Updated: 22 April 2026

At Note Lova (notelova.co.uk), we strive to ensure you are completely satisfied with your purchase. As a UK-based business, our returns policy complies with the Consumer Rights Act 2015 and the Consumer Contracts Regulations. Please read the following guidelines carefully to understand your rights regarding our bespoke travel-size perfumes.

1. Return Eligibility for Travel-Size Perfumes

Please note that specific legal rules apply to our products due to their bespoke nature:

• Custom-Prepared Items (Final Sale): All travel-size perfumes are FINAL SALE and cannot be returned or exchanged.
• The Reason: Our travel-size editions are custom-prepared specifically for your order into sterile premium glass atomisers. Under UK law, "goods made to the consumer's specifications" or clearly personalised items are exempt from the standard statutory right to cancel.
• Hygiene & Integrity: Once a travel-size perfume has been dispatched, we cannot verify its integrity or guarantee that it has not been tampered with. For health and hygiene reasons, we never restock or resell returned fragrances.

2. Damaged, Defective, or Incorrect Items

We pack every order with meticulous care, but if an issue occurs during transit, we are here to rectify it immediately. If your order arrives damaged, leaking, or if you receive the incorrect fragrance:

• Notify Us Promptly: Please contact us at support@notelova.co.uk within 48 hours of delivery.
• Provide Evidence: Include your order number and clear photographs of the damaged item and the original packaging.
• Our Resolution: We will review your case and offer a free replacement or a full refund for the affected item. Note Lova covers all costs associated with corrected shipments.

3. Refunds Processing

If a refund is approved (e.g., for a damaged item or out-of-stock product):

• We will notify you via email once the refund has been initiated.
• The credit will automatically be applied to your original method of payment (Credit Card, PayPal, etc.).
• Please allow 5–10 business days for the funds to appear in your account, depending on your bank's processing times.

4. Cancellations

Because we begin the preparation process shortly after an order is placed, we can only accept cancellations if the request is received before the preparation of your fragrances has commenced. Once an order is processed, it enters the "custom-made" stage and cannot be cancelled.