Under the Consumer Rights Act 2015, you’re entitled to a repair, replacement or refund if a perfume arrives faulty, damaged or leaking — this is a genuine legal protection, not just goodwill on the retailer’s part.

What counts as faulty

Goods have to be of satisfactory quality and fit for purpose, so a bottle that arrives cracked, leaking, or with a faulty spray mechanism clearly falls short of that. Photograph the damage as soon as you notice it and contact the retailer promptly — most reputable UK sellers will sort this out quickly without argument, since it protects them from disputes too. If you bought online, you also have separate protections under the Consumer Contracts Regulations covering distance sales.

  • Photograph the damage or leak immediately, including the packaging
  • Contact the retailer as soon as possible rather than waiting
  • Keep your order confirmation and any tracking information handy

It’s worth reading a retailer’s specific policy on damaged goods before you buy, since the strongest legal protection in the world still relies on you contacting them promptly with clear evidence.

Most reputable UK retailers, including smaller independents, want to resolve this quickly and fairly, since a good outcome here protects their own reputation as much as it protects you.

A trustworthy retailer should make this straightforward — our guide on what to look for in a UK perfume retailer covers how to spot one before you buy, alongside our complete guide to perfume.