Refund & Return Policy

1. Return Window

We accept eligible return requests within 14 days from the date your order is delivered. To start a return, please contact us first at sales@thefragrancecart.ca with your order number and the reason for your return.

Returns must be approved by our customer support team before any item is sent back. Once your return request is reviewed, we will provide return instructions by email.

Return requests made more than 14 days after delivery are not eligible for return unless required by law or related to a verified order issue.

2. Return Eligibility

To be eligible for a standard return, the item must meet all of the following conditions:

• The return request is submitted within 14 days of delivery;
• The item is unopened, unused, unsprayed, and undamaged;
• The item is in the same condition in which it was received;
• The item is returned with its original packaging, including seals, boxes, caps, accessories, and protective materials;
• Proof of purchase, order number, or receipt is provided.

Fragrances, beauty products, and personal care items are sensitive products. For hygiene, safety, and resale reasons, opened, used, sprayed, altered, damaged, or tampered items are not eligible for standard return unless the item arrived damaged, defective, incorrect, or incomplete.

3. Non-Returnable Items

The following items are not eligible for return:

• Opened, used, sprayed, or partially used products;
• Items with broken, removed, or tampered seals;
• Items with missing caps, missing packaging, missing accessories, or damaged packaging;
• Tester items, unboxed items, clearance items, final sale items, or promotional items when clearly marked as such on the product page or invoice;
• Gift cards;
• Items returned without prior approval;
• Items returned after the 14-day return window;
• Items that are not in resalable condition.

4. Change of Mind Returns

Change of mind returns include returns for reasons such as ordering the wrong item, duplicate orders, personal scent preference, or deciding that you no longer want the product.

We accept change of mind return requests within 14 days of delivery only if the item is unopened, unused, unsprayed, undamaged, and in its original packaging.

For approved change of mind returns, the customer is responsible for return shipping costs. Original shipping charges are non-refundable unless required by law.

5. Damaged, Defective, Incorrect, or Missing Items

If your order arrives damaged, defective, incorrect, incomplete, or missing an item, please contact us within 48 hours of delivery at sales@thefragrancecart.ca.

Please include your order number, a description of the issue, and clear photos or videos of the product, packaging, shipping box, shipping label, and any visible damage. This helps us verify the issue and resolve it as quickly as possible.

After review, if the issue is confirmed, we will provide an appropriate resolution. Depending on the situation and product availability, this may include a replacement, exchange, store credit, partial refund, or full refund.

For confirmed damaged, defective, incorrect, or missing item cases, we will provide instructions for the next steps. Customers should not return the item until they receive instructions from us.

6. Return Approval Required

All returns must be approved before they are shipped back to us. Please do not send any item back without first contacting us and receiving return instructions.

Items sent back without approval may be refused, returned to the sender, or excluded from refund eligibility.

7. Return Shipping Costs

For approved change of mind returns or customer-requested returns, the customer is responsible for return shipping costs.

For confirmed damaged, defective, incorrect, or missing item cases, we will review the issue and provide return or resolution instructions by email.

If a package is returned to us because of an incorrect address, refusal of delivery, failed delivery attempts, or failure to pick up the package, any original shipping charges, return shipping charges, duties, taxes, brokerage fees, customs charges, or carrier fees may be deducted from the refund where applicable.

8. Refunds

Once your approved return is received and inspected, we will notify you by email whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 5-10 business days after the return inspection is completed. Your bank, credit card company, payment provider, or payment processor may require additional time to post the refund to your account.

Original shipping charges, return shipping fees, duties, taxes, brokerage fees, customs charges, and carrier-related charges are non-refundable unless required by law or the return is related to a confirmed damaged, defective, incorrect, or missing item issue.

9. Exchanges

Exchanges are available for eligible items when the product is damaged, defective, incorrect, or when the exchange request otherwise meets this policy.

Exchanges are subject to product availability. If the same item is unavailable, we may offer a refund, store credit, or another suitable resolution.

10. Restocking Fees

No restocking fee applies to confirmed damaged, defective, incorrect, or missing item cases.

For approved change of mind returns, a restocking fee may apply if the returned item requires additional inspection, handling, repackaging, or processing. Any restocking fee will not exceed 15% of the item price.

If a restocking fee applies to your approved return, we will clearly inform you by email before the refund is completed.

11. Fragrance Preferences and Performance

Fragrance scent, longevity, projection, and performance may vary from person to person because of skin chemistry, storage conditions, weather, application method, personal sensitivity, and normal batch variations.

Returns are not accepted only because a customer does not like the scent, expected a different scent profile, or experiences different fragrance performance than expected, unless the item otherwise qualifies for return under this policy.

12. Canada and United States Returns

Customers in Canada and the United States must contact us before returning any item. Return shipping methods, carrier options, duties, taxes, brokerage fees, customs requirements, and delivery timelines may vary depending on the customer’s location and the reason for return.

Customers are responsible for any applicable duties, taxes, brokerage fees, customs charges, or carrier fees related to a change of mind return unless required by law.

13. Return Address

Returns must be approved before being sent back. Approved returns may be sent to the address below unless we provide different return instructions by email:

Fragrance Cart
11 Ordnance St, Unit 1803
Toronto, Ontario, M6K 0H4
Canada

Please do not send any item to this address without prior approval. Unapproved returns may be refused, returned to the sender, or excluded from refund eligibility.

14. Related Policies

This Refund & Return Policy should be read together with our Terms & Conditions, Shipping & Delivery Policy, and Privacy Policy.