Refund policy
Return and Refund Policy
Due to the personal-use nature of our products, all fragrances, fragrance decants, samples, discovery sets, body oils, beard oils, and custom or personalized creations are final sale. We cannot accept returns or exchanges on these products, even if they remain unused.
Fragrance is subjective, and its scent, projection, and longevity may vary based on individual perception, skin chemistry, application, environment, and other factors. Disliking a fragrance or experiencing different performance than expected does not constitute a product defect. We encourage customers to purchase a sample or smaller size when available before selecting a larger size.
Damaged, Defective, Incorrect, or Missing Items
Please inspect your order promptly after delivery. If an item arrives damaged, defective, incorrect, or missing, contact us at info@descentials.com within three calendar days of delivery.
Please include:
- Your name and order number
- A description of the issue
- Clear photographs of the item, packaging, shipping box, and shipping label
After reviewing the information, we may offer a replacement, store credit, or refund, depending on the circumstances and product availability. When the issue resulted from our error or shipping damage, we will provide instructions and cover any required return-shipping expense.
Eligible Merchandise Returns
Unused, non-fragrance merchandise or accessories may be eligible for return within 14 days of delivery. To qualify, the item must be unused, undamaged, and in its original packaging, with proof of purchase.
Contact info@descentials.com before returning anything. Returns sent without prior authorization will not be accepted. Approved return instructions and the appropriate return address will be provided by email.
Unless an item was damaged, defective, or sent incorrectly, customers are responsible for return-shipping costs. Original shipping charges are nonrefundable.
Custom Orders and Services
Custom fragrances, personalized items, made-to-order products, bulk orders, and special-event products are final sale once production has begun. Fragrance-bar services and event bookings are governed by the cancellation and payment terms contained in the applicable quote, invoice, or service agreement.
Order Cancellations
Cancellation requests must be sent to info@descentials.com as soon as possible. We will make reasonable efforts to accommodate requests received before processing or production begins, but cancellation cannot be guaranteed once an order has entered production, been packaged, or shipped.
Refund Processing
When a refund is approved, it will be issued to the original payment method. Please allow up to 10 business days for your bank or card issuer to post the refund after it has been processed.
Sale Items and Gift Cards
Sale, clearance, discontinued, and gift-card purchases are final sale unless the item arrives damaged, defective, or incorrect.
Questions
For questions regarding an order, return, or refund, contact Dilettante eScentials at info@descentials.com.