Refund policy – The Fragrance Vault
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Refund policy

REFUND & RETURN POLICY

Last Updated: November 13, 2025

Thank you for shopping with The Fragrance Vault. These policies ensure a consistent, fair, and fraud-protected shopping experience for every customer. By placing an order, you acknowledge and agree to the terms below.

1. Address Changes

Address corrections may be requested before your order has shipped by emailing support@shopthefragrancevault.com.
Once an order has entered processing or has shipped, the address cannot be changed.

2. Order Cancellations

Orders cannot be canceled once submitted.
Please review your cart, shipping details, and processing times before completing checkout.

3. Inspection Window for Damaged, Defective, or Incorrect Items (3 Days)

Please carefully inspect your order upon delivery.
If your item arrives:

  • Damaged

  • Defective

  • Incorrect

you must contact us within 72 hours (3 days) of the carrier’s delivery confirmation.

Required with your report:

  • Order number

  • Clear photos of the item, packaging, and issue

  • Brief description of the problem

If we do not receive notice within 3 days, the order is deemed delivered in acceptable condition.

Note: Photos are used for internal quality review only.
Authenticity-related concerns are handled under the Authenticity Guarantee & Product Assurance Policy. (https://shopthefragrancevault.com/pages/authenticity-guarantee-product-assurance-policy)

4. Returns for Store Credit (7-Day Return Window)

Returns are accepted for store credit only, within 7 days of delivery.

Eligibility Requirements

To qualify:

  • Item must be unopened, unused, and in original packaging

  • All components (cap, box, inserts) must be intact

  • You must submit your return request within the 7-day window

  • Proof of purchase is required

Not Eligible for Return

  • Opened or used fragrances

  • Items missing packaging or components

  • Unauthorized returns

  • Items returned outside the eligibility window

  • Final sale items

Processing Fee

All approved returns for store credit are subject to a 10% return processing fee.
Shipping fees are non-refundable.

5. Return Request Process

  1. Email support@shopthefragrancevault.com to request a return.

  2. If approved, you will receive:

    • A Return Authorization

    • Instructions for sending your item back

Unauthorized returns may be refused.

6. Important Return Approval Notice

Approval to send an item back does not guarantee a return will be accepted.

After inspection, returns may be denied if the item:

  • Has been opened, used, swapped, sprayed, or altered

  • Arrives damaged due to improper packaging

  • Does not match what was shipped

  • Is missing components

Denied items may be returned to you at your expense.

7. Lost, Stolen, or Delivered Packages

Once a package is marked “Delivered” by the carrier, responsibility transfers to the customer.

Claims for loss, theft, or misdelivery must be filed directly with the shipping carrier.

8. Returned Packages / Incorrect or Insufficient Address

If a package is returned to us due to:

  • Incorrect or incomplete address

  • Refusal of delivery

  • Failure to collect

A reshipment fee applies:

  • $10–$15 for domestic orders

If the customer chooses not to pay the reshipment fee:

The order is considered abandoned and becomes ineligible for:

  • Refunds

  • Store credit

  • Replacements

It is the customer’s responsibility to enter accurate shipping information and ensure packages can be received at the provided address. Please double-check your shipping address before submitting your order.

9. Chargebacks | Payment Disputes

We encourage you to contact us first for any concerns—including delays—so we can assist you directly.

If a customer files a chargeback:

  • The associated order becomes permanently ineligible for refunds, replacements, store credit, or further assistance.

  • Even if the chargeback is later reversed or decided in our favor, the order remains closed.

  • All support for that order is discontinued.

  • Future ordering privileges may be restricted.

These protections are necessary due to widespread fraud and misuse of chargebacks in the fragrance resale industry.

Customers agree to:

  • Contact support@shopthefragrancevault.com before filing any dispute.

  • Allow us the opportunity to resolve issues in-house.

  • Follow the proper Authenticity Review Process for any authenticity concerns.

10. Authenticity Claims

Authenticity concerns follow a separate process and require:

  • Contact within 3 days

  • Photos

  • Possible official documentation

  • Full product return for investigation

Please refer to our Authenticity Guarantee & Product Assurance Policy for full details.

11. Why These Policies Exist

The fragrance resale industry faces high rates of:

  • Fraudulent return attempts

  • False authenticity claims

  • Chargeback abuse

  • Product swapping

These policies protect both our business and our honest customers, ensuring a safe and fair shopping environment.

12. Contact

For assistance, contact:

📧 support@shopthefragrancevault.com

 

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