The Legal Bit

Hygiene & safety

Due to the nature of bath, body, and home fragrance products, we are unable to accept returns of items that have been opened, used, or tampered with. This is for hygiene and safety reasons and is non-negotiable.

If you are unsure about a product before purchasing, please contact us and we’ll do our best to help you decide.

Damaged or faulty items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

When getting in touch, please include:

your order number

a brief description of the issue

clear photographs of the item and packaging, where possible

This allows us to resolve the issue quickly and fairly.

Once an issue has been confirmed, we will offer either:

a replacement item (where available), or

a refund to your original payment method

Refunds are processed promptly once approved, though it may take a few working days for funds to appear depending on your bank or payment provider.

Lost or delayed deliveries

If your order has not arrived within the expected timeframe, please contact us and we will investigate with the delivery provider.

Mum & Co cannot be held responsible for delays caused by postal services, weather conditions, or circumstances outside our control, but we will always assist where possible.

Change of mind

If you wish to cancel an order, please contact us as soon as possible.

Orders can only be cancelled before dispatch

Once an order has been dispatched, we are unable to cancel or recall it

Returned items due to change of mind cannot be accepted once opened

If a cancellation is possible, a full refund will be issued.

Pre-orders

For items listed as being in production or available for pre-order:

Estimated dispatch times are provided as a guide

These estimates may vary slightly due to small-batch production

Significant delays will be communicated clearly

Once a pre-order has been dispatched, standard returns rules apply.

Scent preferences

Please note that scent perception is highly personal. Refunds or returns cannot be offered based on personal scent preference alone.

We encourage customers to read descriptions carefully and contact us with any questions before purchasing.

Statutory rights

Nothing in this policy affects your statutory rights under UK consumer law. If an item is faulty, not as described, or unfit for purpose, you remain entitled to the protections provided by law.

Contacting us

If you need to get in touch regarding a return or refund, please use the contact details provided on our website and include your order number where possible.

We aim to handle all enquiries fairly, calmly, and promptly.