Refunds & Replacements

We take quality seriously on every order we send. Below is our policy on what we cover and what we don’t — clearly, no fine print.

What we do not cover

We do not accept returns, refunds, or exchanges for:

Change of mind
Incorrect fragrance or size selected at checkout by the customer
Fragrance not suiting your personal preference after receipt
Opened or used decants

These conditions are final. Opened fragrance products cannot be restocked or resold.

What we do cover

We will issue store credit or send replacement stock for:

Defective atomisers (broken pump, cracked vial, leaking seal at time of receipt)
Incorrect item sent by us (wrong fragrance or size dispatched)
Items clearly damaged in transit

How to make a claim

Contact us within 48 hours of delivery confirmation.
Email info@fragranceaddx.com.au with your order number and a description of the issue.
Include photo or video evidence.
We require clear photos or a short video showing:
- The item and exactly what is wrong with it
- The outer packaging if damaged in transit
We’ll review and respond within 1–2 business days.
If your claim meets the criteria above, we will arrange store credit or a replacement — whichever best resolves the issue.

Key conditions

Claims received after 48 hours of delivery confirmation will not be accepted.
Photo or video evidence is required in all cases. No exceptions.
Store credit does not expire.
Replacement stock is subject to availability.

Why the 48-hour window?

Fragrance vials are fragile. Any defect or transit damage is visible immediately on receipt. After 48 hours it becomes difficult to determine whether damage occurred during shipping or after delivery. We think that’s a fair and honest cut-off for both sides.

Questions?

Email info@fragranceaddx.com.au — we respond within 1–2 business days.