RETURNS & REFUNDS POLICY

Last updated: 01/01/2026

1. Overview

This Returns & Refunds Policy applies to all purchases made through the IBRAQ® website.

IBRAQ is operated in the United Kingdom by Manchester Ouds LTD (Company Number: 16159722).

2. Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without providing a reason.

To exercise your right to cancel, you must notify us in writing within the 14-day period.

3. Hygiene & Sealed Goods Exception

Due to hygiene and safety considerations, fragrance products cannot be returned or refunded if they have been opened, used, or unsealed.

This includes:

Broken or removed seals
Opened packaging
Used or tested fragrances

If the product seal is broken, we reserve the right to refuse a return or refund.

4. Condition of Returned Items

Where a return is accepted:

Products must be unused, unopened, and in their original condition
All original packaging, seals, and labels must be intact
Items must be securely packaged for return

We reserve the right to refuse returns that do not meet these conditions.

5. Faulty or Damaged Items

If your order arrives damaged, defective, or incorrect, you must notify us within 48 hours of delivery.

Please provide:

Your order number
A description of the issue
Clear photographic evidence

Where a fault is confirmed, we will offer a replacement or refund in accordance with your statutory rights.

6. Return Process

To request a return:

Contact us using the details provided on the website
Include your order number and reason for return
Await return authorisation before sending any items back

Returns sent without prior approval may not be accepted.

7. Return Shipping Costs

Customers are responsible for return shipping costs unless the item is faulty or incorrect
Original shipping charges are non-refundable, except where required by law
We recommend using a tracked delivery service, as we cannot be responsible for items lost in transit

8. Refunds

Once a returned item is received and inspected, we will notify you of the outcome
Approved refunds will be processed to the original payment method
Refunds will be issued within 14 days of receiving the returned goods

Please note that it may take additional time for your bank or payment provider to process the refund.

9. Non-Returnable Items

The following items are non-returnable:

Opened or used fragrance products
Items with broken seals
Sale or clearance items (unless faulty)
Gift cards (if applicable)

10. Exchanges

We do not offer direct exchanges.
If eligible, returned items must be refunded and a new order placed.

11. Statutory Rights

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

12. Contact Us

For all returns and refund enquiries, please contact us using the contact details provided on the website.