Effective Date: May 12, 2025
At FragranceLab, customer satisfaction is our priority. We want you to enjoy every fragrance experience with confidence. This Refund & Return Policy explains our return, refund, and exchange procedures.
1. Return Eligibility
We accept returns within 30 days of delivery under the following conditions:
- The product must be unused and unopened.
- The original packaging, seals, and accessories must be intact.
- The product must be in the same condition as received.
Due to hygiene and safety considerations, opened, used, sprayed, or altered fragrance products cannot be returned or exchanged, unless the item arrives damaged, defective, or incorrect.
2. Non-Returnable Items
The following items are not eligible for return:
- Opened or used perfumes
- Products without original packaging
- Items damaged due to customer handling
- Final sale or clearance items (if applicable)
3. Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or you receive the wrong product, please contact us within 7 days of delivery.
Please provide:
- Order number
- Description of the issue
- Photos or videos showing the damage or incorrect item
Our customer service team will review your request and provide an appropriate solution, which may include a replacement or refund.
4. Return Process
To request a return, please contact our customer service team with:
- Your order number
- Reason for return
- Supporting information if required
Email:
customerservice@fragrancelab.top
Once your return request is approved, we will provide return instructions.
Please do not send products back before receiving return authorization from FragranceLab.
5. Return Shipping
Customers are responsible for return shipping costs unless:
- The item received was damaged
- The wrong product was shipped
- The product was defective upon arrival
We recommend using a trackable shipping service when returning items. FragranceLab is not responsible for returned packages lost during transit.
6. Refund Processing
Once we receive and inspect your returned item, we will notify you regarding the approval or rejection of your refund.
Approved refunds will be processed to your original payment method within 5–10 business days.
Please note that your bank or payment provider may require additional time to reflect the refund.
7. Shipping Fees
Original shipping fees are non-refundable unless the return is caused by an error from FragranceLab, such as:
- Incorrect item shipped
- Damaged product received
- Defective product received
8. Exchanges
Currently, FragranceLab does not offer direct exchanges.
If you would like a different product, please return your eligible item and place a new order separately.
9. Cancellation Policy
Orders may be cancelled within 24 hours after purchase, provided that the order has not been processed or shipped.
Once an order has been shipped, cancellation requests cannot be accepted.
10. Contact Us
If you have any questions regarding returns or refunds, please contact us:
FragranceLab
Email:
customerservice@fragrancelab.top
Phone/WhatsApp:
+1 (406) 409-6572
Address:
1514 S New Hampshire Ave,
Los Angeles,
CA
90006