Returns & Refund Policy
Due to the nature of fragrance products, return eligibility is limited. Please read this policy carefully before placing an order.
1. Final Sale Items
The following items are final sale and are not eligible for return, exchange, or refund, except where required by law or where we determine that we shipped the wrong item:
- fragrance samples;
- fragrance decants;
- testers;
- discovery sets;
- gift sets containing samples or decants;
- opened fragrance products;
- used fragrance products;
- clearance items;
- promotional items;
- items marked final sale.
Because fragrance products are personal-use, tamper-sensitive, and subjective in nature, we do not accept returns based on:
- personal scent preference,
- dislike of fragrance notes,
- performance expectations,
- longevity expectations,
- projection expectations,
- similarity or dissimilarity to another fragrance,
- assumptions that a sample or decant would be a full retail bottle.
2. Eligible Returns for Unopened Items
If we choose to offer returns on eligible items, only **unopened**, **unused**, and **undamaged** items in original condition may be considered for return approval.
Return requests for eligible items must be submitted within **7 calendar days of delivery** unless otherwise required by law.
No return will be accepted without prior written authorization from Musk Fragrances.
Approval of a return request does not guarantee approval of a refund. Returned items must be received and inspected first.
3. Non-Returnable Conditions
We will not accept returns for items that are:
- opened,
- used,
- sprayed,
- tampered with,
- damaged after delivery,
- missing original components,
- returned without authorization,
- returned outside the approved return window,
- not in resellable condition.
4. Return Authorization Required
To request an authorized return for an eligible item, contact us at info@muskfragrances.com with:
- your full name,
- your order number,
- the item(s) you wish to return,
- the reason for the return,
- clear photos if applicable.
If your return request is approved, we will provide further instructions.
Returns sent without prior authorization may be refused and returned to sender.
5. Return Shipping
Customers are responsible for all return shipping costs unless we determine that we shipped the wrong item or that the item qualifies under applicable law for merchant responsibility.
We strongly recommend using a trackable shipping method. Returned merchandise remains the customer's responsibility until physically received by us.
We are not responsible for return packages lost, delayed, or damaged in transit.
6. Refunds
If a return is approved and the item is received and passes inspection, any approved refund will be issued to the original payment method within approximately **7 to 10 business days** after inspection.
Original shipping charges are non-refundable unless required by law or unless the return is due to our error.
We reserve the right to deduct from any refund:
- original shipping charges,
- return shipping charges paid by us,
- handling costs,
- restocking fees where applicable,
to the extent permitted by law.
7. Exchanges
We do not guarantee exchanges. If we choose to approve an exchange, the exchange will be handled at our discretion based on product availability, item condition, and the circumstances of the request.
8. Incorrect, Damaged, or Missing Items
If you receive an incorrect, damaged, or incomplete order, you must contact us within 5 calendar days of delivery at info@muskfragrances.com
Your claim must include:
- your order number,
- a description of the issue,
- clear photos of the shipping box,
- clear photos of the shipping label,
- clear photos of the packing materials,
- clear photos of all items received.
Failure to notify us within the required time and provide sufficient documentation may result in denial of the claim.
We reserve the right to determine the appropriate remedy, including:
- replacement,
- store credit,
- refund,
- denial of the claim if the evidence does not support the request.
9. Delivered Packages / Non-Delivery Claims
A package marked **"Delivered"** by the carrier is presumed delivered unless there is clear evidence to the contrary.
We do not automatically issue refunds or replacements for carrier-confirmed delivered packages. We may review such cases individually and assist with a carrier investigation where appropriate, but any remedy is subject to our review, carrier records, internal fulfillment records, and applicable law.
False claims, abusive refund requests, or fraudulent chargebacks may be contested using transaction records, shipment records, carrier confirmation, and fulfillment evidence.
10. Chargebacks and Disputes
If a customer initiates a chargeback after receiving a product, after failing to follow our posted policies, or based on a false or misleading claim, we reserve the right to dispute the chargeback using all relevant documentation, including:
- product page disclosures,
- order records,
- checkout records,
- shipping records,
- carrier delivery confirmation,
- customer communications,
- internal packing and fulfillment records.
11. Contact Us
If you have any questions about returns or refunds, please contact us at:
Email: info@muskfragrances.com
Phone: 380-895-3130
Last update: 04/2026
