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Refund Policy for Fragrance Empire

Last Updated: April 2025

At Fragrance Empire, we aim to ensure your satisfaction with every purchase. If you’re not happy with your order, you may request a refund within the timeframe below. This policy applies to purchases made at FragranceEmpire.com, subject to our Terms of Service.

1. General Return Policy

  • Return Window: You have 7 days from delivery to request a return for eligible items.

  • Eligibility: Items must be unused, unworn, with tags, in original packaging, and include proof of purchase (e.g., receipt, order number).

  • International Orders: International sales are final, with no refunds or store credit due to customs complexities.

  • How to Start: Contact us at support@FragranceEmpire.com with your order number and reason for return. We’ll provide a return authorization and instructions. Unauthorized returns or items sent to the wrong address will not be processed.

2. Non-Returnable Items

The following items are non-returnable and non-refundable due to health, hygiene, or product nature:

  • Cosmetics and skincare products (e.g., creams, serums).

  • Refillable bottles and perfume atomizers (due to tampering risks).

  • Decants and decoded fragrances.

  • Fragrance caps and boxes.

  • Candles (unless unlit and undamaged).

  • Items marked “Final Sale” at checkout (review orders carefully).

3. Return Process

  • Initiate Return: Email support@FragranceEmpire.com with your order number and reason within 7 days of delivery.

  • Authorization: If approved, we’ll send a return shipping label (if due to our error) or instructions for customer-paid shipping.

  • Return Address: Ship to the address in the authorization email using a trackable method. Allow 5-7 business days for processing after receipt.

4. Return Shipping

  • Customer Responsibility: You cover return shipping costs unless the return is due to our error (e.g., wrong item, defective product). Use trackable shipping for safety.

  • Company Error: If we shipped the wrong or defective item, we provide a prepaid return label.

  • Non-Refundable Costs: Original shipping, handling, taxes, and gift wrapping fees are non-refundable unless due to our error.

5. Restocking Fees

  • Standard Fee: A 10% restocking fee applies to returns not due to our error, deducted from your refund.

  • Opened/Used Items: If items are returned with a broken seal or signs of use, a 20% or higher fee applies, based on condition.

6. Refund Methods and Processing

  • Refund Options: Refunds are issued to your original payment method (e.g., credit/debit card). No store credit is offered.

  • Sales Tax: For eligible returns, we refund applicable sales taxes per Illinois law.

  • Processing Time: Refunds process within 5-7 business days after we receive and inspect the return. Bank processing may add 3-5 days.

7. Damaged or Defective Items

  • Our Responsibility: We fully cover returns for items damaged or defective upon delivery.

  • Process: Email support@FragranceEmpire.com within 7 days with photos of the item and packaging. We’ll provide a prepaid return label and issue a refund upon inspection.

8. Preorders and Cancellations

  • Preorder Terms: Fulfillment dates are listed in product descriptions. Review before ordering.

  • Cancellation Fees:

    • Preorder cancellations: 5% fee to cover processing.

    • Non-shipped order cancellations: 3% fee for transaction/refunded costs.

  • Delayed Preorders: If fulfillment is excessively delayed, we’ll work with you for a fair solution (e.g., refund or alternative item).

9. Exchanges

  • No Exchanges: We do not offer direct exchanges. Return eligible items for a refund, then place a new order.

10. International Returns

  • No Returns: International orders are not eligible for returns, refunds, or store credit due to customs and shipping costs.

  • Customer Costs: You’re responsible for all customs duties, taxes, and shipping fees for international orders. We’re not liable for lost international shipments.

11. Disputes

  • Contact Us First: For issues with returns or refunds, email support@[BLANK].com before taking legal action. Disputes are subject to binding arbitration per our Terms of Service.

12. Customer Support

  • Contact: Reach us at support@FragranceEmpire.com or call [insert number] for return questions or assistance. We’re committed to resolving issues promptly.

Thank you for shopping with Fragrance Empire. We value your trust and strive for a seamless return experience.