Refund policy

Returns and Refunds Policy — UK

Last updated: 25 August 2026

 

This Returns and Refunds Policy applies to consumer purchases made through www.parfen-uk.com.

 

The seller is Smart Trade Group Ltd. The company VAT number is GB482142404. The company’s business/contact address is Dianabad 5G, Sofia, Bulgaria. The legal status and registered-office details of Smart Trade Group Ltd. should be verified before this policy is published.

 

For questions about returns, refunds, cancellations, or damaged deliveries, contact us at office@parfen-uk.com or +359 894 040 403. Please include your order number whenever possible.

 

1. Your statutory right to cancel — 14 days

When you buy goods online, you normally have a statutory right to cancel your order without giving a reason. This is a legal right and is separate from any additional commercial return policy offered by Smart Trade Group Ltd.

 

The 14-day cancellation period begins on the day after you, or a person you nominate who is not the carrier, receives the goods. If your order is delivered in separate consignments or contains several products delivered at different times, the period begins on the day after you receive the last product or consignment.

 

You may exercise your right to cancel at any time during the 14-day period by clearly informing us that you wish to cancel. You may use our online cancellation process, the model cancellation form in section 10, or another clear statement sent to office@parfen-uk.com. You do not need to give a reason.

 

After receiving your cancellation request, we will confirm the relevant order and the date on which we received your cancellation notice.

 

2. Returning the goods

After telling us that you wish to cancel, you must send the goods back without undue delay and no later than 14 days after the day on which you informed us of the cancellation. The deadline is met if you send the goods before the 14-day return period expires.

 

Send returns to:

 

 

Please include your order number with the return where possible. Using an online returns form or a return label may help us process the return more quickly, but using our form or label is not a condition of exercising your statutory cancellation right.

 

Please package the goods carefully and keep proof of postage until your return and refund have been fully processed.

 

3. Return costs

For a statutory cancellation because you have changed your mind, you are responsible for the direct cost of returning the goods unless we have expressly agreed otherwise.

 

If the goods are faulty, damaged, not as described, or supplied incorrectly, contact us at office@parfen-uk.com before returning them. Where Smart Trade Group Ltd. asks you to return the goods because of damage, a defect, or an incorrect supply, we will cover the reasonable return cost or provide appropriate return instructions.

 

If you cancel the whole order under your statutory cancellation right, we will refund the cost of the cheapest standard delivery option available at the time of purchase. If you selected a more expensive delivery service, we will refund no more than the cost of the cheapest standard delivery. Where only part of an order is cancelled, the original delivery charge will not normally be refunded, to the extent permitted by law.

 

4. Condition of returned goods and reduction in value

During the statutory cancellation period, you may handle the goods only as far as necessary to establish their nature, characteristics, and functioning, in the same way that you would be able to inspect them in a shop.

 

If you handle or use the goods beyond what is necessary for that assessment, you may be responsible for any reduction in their value. Where legally justified, we may deduct the amount of that reduction from the refund.

 

Because our products include perfumes, cosmetics, skincare products, and gift sets, certain products may be supplied with a seal or protective packaging for health-protection or hygiene reasons. Where a product is sealed for those reasons, breaking the relevant seal may mean that the statutory cancellation exception applies and the product cannot be returned solely because you have changed your mind. This does not affect your statutory rights if the product is faulty, damaged, misdescribed, or incorrectly supplied.

 

The relevant restriction will be explained clearly on the product page, before purchase, or in the order information where applicable. Opening ordinary outer packaging does not automatically remove your rights; the relevant hygiene seal must be considered.

 

5. Refunds

For a statutory cancellation, we will refund the applicable amounts without undue delay and no later than 14 days after the earliest of:

 

1      the day on which we receive the returned goods; or

2      the day on which you provide evidence that you sent the goods back.

 

We may delay the refund until we receive the goods or until you provide evidence that you sent them back, whichever occurs first.

 

Refunds will be made using the same payment method used for the original transaction, unless you expressly agree to another method. We will not charge a fee for making the refund.

 

6. Faulty, damaged, misdescribed, or incorrectly supplied goods

Please check your order when it arrives. If a product is damaged, defective, not as described, or different from what you ordered, contact us as soon as reasonably possible at office@parfen-uk.com. Please include your order number and, where possible, photographs showing the issue.

 

Your statutory rights remain fully protected. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction, or refund under applicable UK consumer law. We will explain the available resolution and, where Smart Trade Group Ltd. requests the goods to be returned because of the problem, we will cover the reasonable return cost or provide appropriate return instructions.

 

These statutory rights are separate from, and are not restricted by, the 14-day cancellation right or the additional commercial return policy in section 7.

 

7. Additional 15-day commercial return policy

In addition to your statutory rights, Smart Trade Group Ltd. offers an additional commercial return period of up to 15 days after delivery for eligible products.

 

To qualify for this additional commercial return policy:

 

•       you must contact us at office@parfen-uk.com within 15 days after receiving the product;

•       the product must be completely unopened and unused;

•       the relevant original hygiene seal must remain intact;

•       the original packaging, labels, accessories, and contents must be complete;

•       the product must not be damaged; and

•       you must return the product to UK Fulfilment, PO Box 12, Nottingham, NG7 2GB, United Kingdom, in accordance with our return instructions.

 

The direct cost of returning a product under this additional commercial return policy is your responsibility, unless we agree otherwise. This commercial policy does not limit, replace, or reduce your statutory rights. In particular, it does not limit your rights concerning faulty, damaged, misdescribed, or incorrectly supplied goods.

 

Sale and discounted products are covered by the same statutory rights as full-price products. Any exclusion from this additional commercial return policy must be stated clearly at the time of purchase and cannot remove statutory rights.

 

8. Exchanges

We do not provide direct exchanges. If you wish to obtain a different product, you should return the original product in accordance with this policy. Once the return is eligible and processed, we will refund the original order. You may then place a new order for the product you want, subject to availability and the price applicable to the new order.

 

9. Products for which cancellation may be excluded

Statutory exceptions apply only where the specific legal requirements are met. A general exclusion for sale items, discounted items, perfumes, cosmetics, skincare products, or gift sets does not automatically apply.

 

Where a product is supplied sealed for health-protection or hygiene reasons and the seal has been broken after delivery, the statutory cancellation right may no longer apply. Any such restriction will be explained clearly before purchase. The restriction does not apply to a product that is faulty, damaged, misdescribed, or incorrectly supplied.

 

10. Model cancellation form

You may use the following form, although you do not have to do so. Send it to:

 

 

I hereby give notice that I cancel my contract for the sale of the following goods:

 

•       Order number:

•       Goods ordered:

•       Date ordered:

•       Date received:

•       Name of consumer:

•       Address of consumer:

•       Date:

•       Signature of consumer: only if this form is submitted on paper

 

11. Delivery information relevant to refunds

Orders received by 14:00 UK time are normally dispatched on the same day. Orders received after 14:00 are normally dispatched on the next working day. Dispatch does not itself guarantee delivery on a particular date.

 

Delivery is made by Royal Mail. The available delivery options are:

 

Option	Price
48-hour delivery	£2.95
24-hour delivery	£3.50

The stated delivery periods exclude UK national holidays. Unless a delivery service is expressly described as guaranteed at checkout, the stated periods should be understood as delivery aims rather than guaranteed delivery times. Any delivery-service terms shown at checkout will apply to the relevant order.

 

12. Contact

For questions about cancellations, returns, refunds, exchanges, or damaged deliveries, contact: