Refund policy

Our refund policy is designed to ensure customer satisfaction. If for any reason you are not satisfied with your purchase, you can request a refund within a certain timeframe. 
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Last updated: August 2024

1. General

2. Acceptance Criteria

3. Unacceptable criteria

4. Return Process

5. Return Shipping

6. Restocking Fees

7. Inspection and Refund

8. Exchanges

9. Damaged or Defective Items

10. International Returns

11. Preorders / Cancellations

12. Shipping Cost

13. Sales Tax Policy 

1. general

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

 

We do not offer returns/refunds for any orders outside the US; all international sales will be final.


To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


To start a return, you can contact us at [customercare@fragrance-nevaeh.com]. 


If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.


You can always contact us for any return question at [customercare@fragrance-nevaeh.com].

2. acceptance criteria

Product Condition: our item must be unused, in the same condition that you received it, and in the original packaging.

Candle Returns: Returns will only be accepted on candles if the product is not damaged or not used.

3. unacceptable criteria

Cosmetics and Skincare Items: Please note, that we do not accept returns for cosmetics and skincare items due to health and hygiene reasons. Make your selections carefully.

Refillable Bottles: We do not take returns on refillable bottles due to it's very easy for the customer to tamper with the fragrance. 

Perfume Atomizers: Perfume Atomizers are Final SALE and cannot be returned.

Final Sale Items: Some of our products are marked as "Final Sale," indicating that these items are non-returnable and non-refundable. Please carefully review your order before completing the purchase, as we are unable to accept returns or provide refunds for final sale items.

Decants are not accepted for returns.

Decoded Fragrances.

This statement makes it explicit that specific items fall under the final sale category and sets the expectation that returns or refunds will not be accepted for these items.

4. return process
  • Initiating a Return: To initiate a return, please contact our customer support team at [customercare@fragrance-nevaeh.com] with your order number and the reason for the return. Our team will provide you with return authorization and instructions on how to proceed.
  • Return Shipping: Customers are responsible for the cost of return shipping unless the return is due to a mistake on our part (e.g., wrong item shipped, defective product). We recommend using a trackable shipping method to ensure the safe return of your item.
  • Return Address: Please send your returns to the address provided in the return authorization email. Unauthorized returns or returns sent to the wrong address may not be processed.

5. return shipping

Responsibility for Shipping Handling (SH):  Your convenience is important to us. For redelivery and returns, refused customers are responsible for Shipping and Handling (SH) fees unless the situation arises from a Company or Carrier error.

Non-Reimbursable Items: Certain elements like shipping handling, tax, and gift wrapping can't be reimbursed. We appreciate your understanding on this matter.

Original Shipping Cost: The original shipping cost remains unchanged for undelivered, unclaimed, refused, or returned packages unless it's a Company error. We're committed to making things right.

6. restocking fees
  • Standard Restocking Fee: A 10% restocking fee will be deducted from your refund for all returns that are not due to a Fragrance-Nevaeh.com error.
  • Restocking Fee for Opened/Used Items: If an item is returned with a broken seal or appears to have been used, a restocking fee of, 20% or more will be deducted from your refund. The exact fee will depend on the level of usage or damage.

7. inspection and refund

Refund Issuance: Once we have received and thoroughly inspected the returned products, we will promptly issue a refund to your original payment method. Please allow, 5-7 business days for the refund to be processed after inspection.

Store Credit Option: As an alternative to a refund, customers may opt for store credit. This credit will be applied to your Fragrance-Nevaeh.com account and will never expire, giving you the flexibility to use it at your convenience on future purchases.

8. exchanges

We don't accept exchanges.

9. damaged or defective items

Responsibility Acknowledgment: If an item has been shipped from our warehouse in a damaged or flawed condition, Fragrance-nevaeh.com accepts 100% responsibility for that item.

Proof of Damage: Please provide clear photos of the damaged or defective item, along with the packaging, to help us assess the situatio

10. international returns

Current Limitation: International Returns are not accepted at this time.

Customs and Duties: Customers are responsible for all customs fees, duties, and shipping costs for international packages. Fragrance-Nevaeh.com is not responsible for items lost in transit during international shipping.

11. preorders / cancellations

All preorder estimates and dates of fulfillment are always in the description of the preorderable item. Please make sure be aware of the date that the items are expected to be fulfilled.

Any preorder cancellations will come with a 5% cancellation fee.

Preorder cancellations due to excessive delay in fulfillment are subject to different outcome, if an issue like this may arrive Fragrance Nevaeh will work with you to the best of their ability to find a mutually acceptable outcome.

 

Canceled Orders: 3% will be charged for any cancelled order not shipped yet. This is to cover transactional / refund fees incured.
 

12. shipping cost

Assessment of Shipping Cost: For orders benefiting from Free USPS Ground Shipping, the actual shipping cost incurred by Fragrance Nevaeh will be assessed. This cost will be deducted from the final reimbursement for refunds and store credits.

Return Shipping Costs: Customers are responsible for the return shipping costs. These costs will not be refunded unless the return is a result of a Company error.

Non-Refundable Shipping: Please note that all shipping costs, whether for domestic or international shipping, are non-refundable.

Company Error Exceptions: If the return is due to an error on our part, Fragrance Nevaeh will cover the return shipping costs, providing a prepaid return label for your convenience.

Refund Processing Time: Refunds for shipping costs will be processed promptly upon completion of the return inspection and approval.

13. sales tax policy 

Qualifying Returns: Experience seamless returns with our transparent Sales Tax Policy. We're pleased to inform you that for all qualifying returns, we fully refund sales taxes. This commitment is part of our effort to make your shopping experience as convenient and worry-free as possible.

Exemplary Customer Service:  Our dedication to excellent customer service extends to the handling of sales taxes. If you have any questions or concerns regarding sales taxes on returns or exchanges, our responsive Customer Care team is here to assist you promptly. Feel free to reach out for personalized support.

Refund Process and Timeline: Upon initiating a return, our team expedites the process of refunding sales taxes. You can expect the refunded amount to be processed efficiently and reflected in your account. However, please note that the timeline may vary based on your financial institution's processing speed.

Refund Process and Timeline: Upon initiating a return, our team expedites the process of refunding sales taxes. You can expect the refunded amount to be processed efficiently and reflected in your account. However, please note that the timeline may vary based on your financial institution's processing speed.

Shipping & Insurance Policy