Refund policy

Last updated: 17 August 2026

At CARVRE, we want you to be genuinely happy with what you buy. If something isn't right, we're here to help — whether you've simply changed your mind or there's an issue with the product.

This policy explains how our returns, refunds and 6-month CARVRE warranty work.

1. 30-Day Returns

You have 30 days from the date you receive your order to request a return.

For change-of-mind returns, the item must:

  • Be unused and unworn.
  • Be in the same condition as when you received it.
  • Include all original tags, where applicable.
  • Be returned in its original packaging where reasonably possible.
  • Include proof of purchase.

To start a return, email us at info@carvre.co.uk with your order number and the reason for your return.

Please do not send anything back before your return has been approved. We will provide you with the relevant return instructions.

Change-of-Mind Returns

Changed your mind? No stress.

For a change-of-mind return, you are responsible for the cost of returning the item to us. We recommend using a tracked delivery service, as CARVRE cannot be responsible for items lost in transit when returned by the customer.

Once we receive and inspect your return, we'll confirm whether it meets our return requirements and process your refund.

Your statutory rights are not affected by this policy.

2. Your UK 14-Day Cancellation Right

Because CARVRE sells products to customers in the UK, you have a legal right to cancel your online order within 14 days of receiving your goods, without having to give a reason.

After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.

Where you exercise this statutory cancellation right:

  • You are responsible for the cost of returning the goods, unless the goods are faulty or we have agreed otherwise.
  • We will refund the price you paid for the goods.
  • We will also refund the cost of our standard delivery service where applicable. If you selected a more expensive delivery option, we only need to refund the equivalent standard delivery cost.
  • We may reduce the refund if the goods have been handled beyond what would reasonably be allowed in a shop and their value has been reduced as a result.

Refunds under the statutory cancellation right will be made in accordance with applicable UK consumer law.

This 14-day statutory right is separate from CARVRE's additional 30-day returns policy.

3. Damaged, Defective or Incorrect Items

We want your CARVRE order to arrive exactly as it should.

Please inspect your order as soon as you receive it. If your item arrives:

  • Damaged
  • Defective
  • Not working
  • Incomplete
  • Different from what you ordered

please contact us at info@carvre.co.uk as soon as possible.

To help us resolve the issue quickly, please send us:

  • Your order number.
  • A clear description of the issue.
  • Clear photos and/or a video showing the problem.

For items that arrive damaged or defective, we may provide a return shipping label once we have reviewed the photos or video and confirmed that the item needs to be returned.

Please do not attempt to repair, modify or alter a defective product before contacting us, as this may affect your warranty or other rights.

If we determine that the item is faulty, damaged or incorrect, we will work with you to provide an appropriate remedy in accordance with this policy and your statutory rights.

4. CARVRE 6-Month Warranty

Every eligible CARVRE product comes with a 6-month CARVRE warranty from the date of delivery. Consumable products, including all CARVRE fragrances and air fresheners, are not covered by this warranty — see "Products not covered by the warranty" below.

We stand behind the products we sell. If your CARVRE product stops working or develops a fault during the warranty period, contact us at info@carvre.co.uk and we'll assess the issue.

How to make a warranty claim

Please provide:

  1. Your order number or proof of purchase.
  2. A description of the problem.
  3. Photos and/or video demonstrating the fault.
  4. Any other information reasonably required to assess the issue.

Once we've reviewed your claim, we'll let you know the next steps.

If your warranty claim is approved

If the product is confirmed to have a fault covered by the CARVRE warranty, we will provide an appropriate remedy. Depending on the circumstances, this may include a replacement or a full refund of the product price.

Where a return is required for a warranty assessment, we will provide return instructions. Any return-cost arrangements will be handled in accordance with your statutory consumer rights and the circumstances of the warranty claim.

Products not covered by the warranty

Consumable products are not covered by the CARVRE warranty. This includes all fragrance products — air fresheners, gel diffusers, scent pods and hanging fresheners.

These products are designed to be used up. Their scent fades gradually and they come to the end of their life as intended, which isn't a fault. How long one lasts depends on temperature, ventilation and how far the product is opened, so the durations we quote are a guide rather than a guarantee.

This doesn't leave you without cover. If a fragrance product arrives damaged, leaking, broken, sealed incorrectly, or is the wrong item, get in touch at info@carvre.co.uk and we'll sort it — that's covered by your statutory rights and by our returns policy, and it always will be.

What isn't covered?

Our warranty does not cover problems caused by:

  • Accidental damage.
  • Misuse or improper use.
  • Incorrect installation or fitting.
  • Unauthorised modifications or repairs.
  • Damage caused by failing to follow product instructions.
  • Normal wear and tear.
  • Damage caused after delivery that is not due to a product defect.
  • Consumable products, including all fragrance and air freshener products.
  • Fragrance products reaching the end of their normal life, or fading faster or slower than expected due to temperature, ventilation or usage.

This warranty is provided in addition to, and does not replace or restrict, your statutory rights under UK consumer law.

5. Warranty vs. Change of Mind

These are two different things.

Changed your mind?
That's covered by our returns policy, subject to the applicable return conditions. You are responsible for the return postage for a change-of-mind return.

Product is faulty?
That's not a change-of-mind return. Contact us with photos or video so we can assess the issue and determine the appropriate remedy.

We will never ask you to use our change-of-mind process to deal with a genuine product fault.

6. Exchanges

Need a different product or simply changed your mind?

The quickest option is usually to return your original item and place a new order for the item you want.

For change-of-mind exchanges, the customer is responsible for the return postage and the cost of the new order.

If your original item is faulty or incorrect, please contact us before placing a new order so we can help resolve the issue.

7. Non-Returnable Items

Certain products may not be eligible for return where an applicable legal exception applies, including certain personalised or custom-made products and sealed products that cannot be returned for health or hygiene reasons once opened.

Where a product is faulty, damaged or not as described, your statutory rights still apply.

Gift cards are non-refundable except where required by law.

Sale items are not excluded from your statutory consumer rights. If a sale item is faulty, not as described or otherwise does not meet your legal rights, you may still be entitled to a remedy.

8. Refunds

Once we receive your returned item, we will inspect it and let you know whether your refund has been approved.

If approved, your refund will normally be issued to your original payment method.

The time it takes for the refund to appear in your account can vary depending on your bank or payment provider.

Where a refund is required under your statutory rights, it will be processed within the applicable legal timeframe.

For our additional 30-day change-of-mind return period, refunds will normally be processed after the returned item has been received and inspected.

9. Return Conditions

Items returned without first contacting CARVRE may not be accepted.

Please wait for return instructions before sending your item back.

We strongly recommend using a tracked delivery service when returning an item. Keep your proof of postage until your return has been successfully processed. 

10. Contact Us

Got a question about a return, refund or warranty claim?

We're here to help.

Email: info@carvre.co.uk

Contact Form: https://carvre.co.uk/pages/contact

Please include your order number in your email so we can get you sorted as quickly as possible.


CARVRE — Say It Louder ⚡

Nothing in this policy affects your statutory rights as a consumer under applicable UK law.