1. Return Window

Our return policy lasts 14 days from the date of delivery. If more than 14 days have passed since your order was delivered, we may not be able to offer a refund, return, or exchange.

To request a return, you must contact us first at sales@thefragrancecart.ca and receive return approval and return instructions before sending any item back to us.

2. Returns Accepted

We accept returns for both defective and non-defective products, provided the return request is made within the 14-day return window and the item meets the return eligibility requirements listed in this policy.

Returns are accepted by mail only. All returns must be approved by us before the item is shipped back.

3. Return Eligibility and Product Condition

Returned products must be in new condition only. To be eligible for a return, the item must meet the following conditions:

• The return request must be made within 14 days of delivery;
• The item must be in the same condition in which you received it;
• The item must be unopened, unused, unsprayed, and undamaged;
• The item must be returned in its original packaging, including any seals, boxes, caps, accessories, and protective materials;
• Proof of purchase, order number, or receipt may be required.

Because fragrances, beauty products, and personal care items are sensitive products, opened, used, sprayed, altered, damaged, or tampered items are generally not eligible for return unless they are defective, damaged upon arrival, incorrect, or otherwise approved by us.

4. Items That May Not Be Eligible for Return

The following items may be final sale or not eligible for return:

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

5. Change of Mind Returns

Change of mind returns may be considered if the item is unopened, unused, unsprayed, undamaged, in new condition, and returned within the 14-day return window.

This may include returns related to wrong selection, duplicate orders, personal scent preference, or if you decide you no longer want the product. Any approved change of mind return must meet all return eligibility requirements.

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

6. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, incomplete, or incorrect, 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, and any damage. We may request additional information to help investigate the issue.

If the item is confirmed to be defective, damaged, or incorrect after review, we may offer a replacement, exchange, store credit, or refund, depending on the situation and product availability.

7. Return Approval Required

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

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

8. Return Method, Label and Shipping Costs

Approved returns are accepted by mail. Customers are responsible for downloading and printing any required return label or shipping label unless we provide different instructions.

For approved customer-requested returns or non-defective returns, the customer is responsible for return shipping costs. Original shipping charges are non-refundable unless required by law or otherwise approved by us.

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

For approved returns involving damaged, defective, or incorrect items, we will provide instructions on the next steps after reviewing your request.

9. Refunds

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

If approved, your refund will be processed to your original method of payment within 7 days after approval. Your bank, credit card company, payment provider, or payment processor may require additional time to post the refund to your account.

Shipping charges, return shipping fees, and other carrier-related charges are non-refundable unless required by law or approved by us.

10. Exchanges

We accept exchanges for eligible products when the item is defective, damaged, incorrect, or otherwise approved by us. Exchanges are subject to product availability.

If the same item is unavailable, we may offer a refund, store credit, or an alternative solution after reviewing the issue.

11. Restocking Fees

We do not charge restocking fees for approved returns.

Opened, used, sprayed, damaged, or altered items are generally not eligible for return unless approved due to a verified defect, damage, or order issue.

12. Fragrance Preferences

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

Returns related to scent preference may be considered only if the item is unopened, unused, unsprayed, undamaged, in new condition, and otherwise qualifies for an approved return under this policy.

13. Canada and United States Returns

Customers in Canada and the United States must contact us first to request return approval and return instructions. Return shipping methods and carrier options may vary depending on the customer's location and the reason for return.

Customers are responsible for return shipping costs for approved customer-requested returns or non-defective returns unless required by law or otherwise approved by us.

14. 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 return without prior approval. Unapproved returns may be refused, returned to sender, or excluded from refund eligibility.

15. Related Policies

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