Shipping, Delivery & Insurance Policy
Last Updated: 16/10/2025
At Scenterrain, we are committed to ensuring your order is delivered safely, securely, and in accordance with UK consumer law. This policy explains our delivery process, responsibilities, and use of shipping insurance.
1. Shipping Overview
We offer UK-wide delivery and international shipping to selected regions. All orders are dispatched from our UK fulfilment centre after final quality checks.
Processing Time
Orders are typically processed and dispatched within 1–3 working days once stock has arrived and payment is confirmed.
Pre-orders are subject to the timelines stated on the relevant product or pre-order page.
Once dispatched, you will receive tracking information via email.
2. Delivery Timeframes
Delivery times shown at checkout are estimates only.
Unless otherwise agreed, orders will be delivered within 30 days, in line with UK consumer law. Delays may occur due to circumstances outside our control, such as courier delays, customs processing, or adverse weather.
3. Responsibility for Delivery
Where Scenterrain arranges delivery, your order remains our responsibility until it is delivered to you or to a person you nominate to receive it.
If an order is lost or damaged during transit, please contact us and we will investigate the issue with the courier on your behalf. You do not need to contact the courier to exercise your statutory rights.
4. Shipping Insurance
To protect against loss or damage during transit, Scenterrain may insure certain parcels at its discretion, particularly higher-value orders.
This insurance is used to protect the business against delivery losses and to allow us to resolve delivery issues efficiently.
Whether or not a parcel is insured does not affect your statutory consumer rights.
Customers are not required to purchase insurance to receive a refund or replacement where delivery fails.
5. Reporting Delivery Issues
If there is an issue with your delivery (such as damage, missing items, or suspected loss), please notify us as soon as possible and ideally within 24 hours of delivery so that we can investigate promptly with the courier.
Reporting an issue outside this timeframe does not affect your statutory consumer rights, but may limit our ability to investigate the claim effectively.
If your order has not arrived within the expected delivery timeframe, please contact us as soon as it appears overdue.
6. Delivered but Not Received
If tracking shows an order as “Delivered” but you have not received it, please contact us promptly.
We will investigate with the courier. A delivery scan or photo alone does not always confirm successful delivery.
7. Address Accuracy
Customers are responsible for ensuring that the delivery address provided at checkout is accurate and complete.
If an order is delivered to the address provided and cannot be recovered due to incorrect or incomplete address details, we may be unable to offer a refund or replacement.
8. Liability Limitations
Scenterrain is not responsible for:
Delays caused by events outside our reasonable control
Parcels correctly delivered to the address provided by the customer
Loss or damage occurring after successful delivery to the customer or their nominated recipient
Nothing in this policy limits or excludes your statutory rights under UK consumer law.
9. Contact Us
If you have any questions about shipping, delivery, or insurance, please contact us at:
📧 info@scentterrain.com
🌐 www.scentterrain.com