We aim for you to be fully satisfied with your purchase. If you need to return an item, please contact us at support@craftovator.co.uk for assistance.
Return requests must be made within 14 days of receiving your order. Items should be in their original, sellable condition and returned at your expense. Once our customer service team approves your return, the item must be returned within 28 days of the original delivery date. Please note, we cannot issue store credits or refunds for items that are damaged or lost during return shipping.
Returns should be sent in their original packaging or in protective packaging if the original is not available. Due to their nature, we cannot accept returns of wicks or liquid-based products such as fragrance oils and liquid bases unless they are faulty. If these conditions are not met, we will be unable to process a return or issue a full refund. We recommend testing these products first by selecting the 10ml or sample size options before committing to larger quantities. Customers are responsible for covering postage costs for returns.
As part of our dedication to upholding the quality of our premium fragrance oils, we strive to maintain product integrity and adhere to safety protocols by ensuring our fragrances remain free from contamination. Fragrance oils and other liquids can be highly sensitive to environmental factors, including exposure to air and light, which can affect their composition and quality.
Thank you for your understanding.
To proceed initiating a return request, please get in contact with our Customer Support Team, providing them your order number and the reason of your return for review.
As soon as your return request is approved, you'll receive an email with the next steps on where to send your return to.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if a product is defective, damaged or if you receive the incorrect product, so that we can investigate the issue and make things right.
Exchanges
In the case of wrong item(s) purchased - the fastest way to get the correct item is to return the current one. Once the return is accepted and processed, you can proceed to purchase the new item separately.
Refunds
We will notify you once we’ve approved your return. An inspection will be done upon receipt and if approved, you’ll be automatically refunded on your original payment method. Please allow 5-10 working days for refunds to show back in your account.