Return & Refund Policy

Last Updated: December 2025

1. Introduction

This Return & Refund Policy explains how Inperfume handles returns, refunds, cancellations, damaged items, incorrect orders, and after-sales support for products purchased from our website.

Because we sell fragrances, cosmetics, beauty products, and personal care items, hygiene, safety, and product authenticity are very important. For this reason, returned products must meet strict conditions before they can be accepted.

By placing an order with Inperfume, you agree to the terms set out in this Policy.

2. Company Information

Company Name: INPERFUME LIMITED
Registered Office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Customer Support: +44 7366 448899
Business Enquiries: +44 845 689 5589
Email: info@inperfume.co

All return, refund, cancellation, and after-sales enquiries should be sent using the contact details above.

3. Return Eligibility

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

The product must be unopened
The product must be unused
The product must be unsprayed or untested
The product must remain sealed in its original packaging
The product must be in resaleable condition
All original packaging, labels, wrapping, and seals must be intact
The return request must be made within the allowed return period
Proof of purchase must be provided

Products that do not meet these conditions may be refused.

4. Return Request Timeframe

Return requests must be made within 14 calendar days from the date you receive your order, unless a longer period is required by applicable consumer law.

Requests made after this period may not be accepted.

5. Proof of Purchase

Before a return can be reviewed, customers must provide valid proof of purchase. This may include:

Order number
Receipt
Invoice
Order confirmation email
Customer account order record

We may also request photos or videos showing the product condition, outer packaging, seals, labels, and delivery packaging.

6. Non-Returnable Items

For hygiene, safety, authenticity, and resale protection reasons, Inperfume cannot usually accept returns for:

Opened fragrances
Used fragrances
Sprayed or tested products
Unsealed products
Products with damaged seals
Products with torn or missing packaging
Products with removed authenticity labels
Personal care items once opened
Cosmetics or beauty items once opened
Products damaged by customer handling
Items not in resaleable condition
Products purchased from third-party marketplaces or other retailers

If an item was purchased through another seller, marketplace, or platform, customers must follow that seller’s return policy.

7. Incorrect, Damaged, or Defective Items

We aim to check and pack every order carefully before dispatch. However, if you receive an incorrect, damaged, or defective item, please contact us as soon as possible and preferably within 48 hours of delivery.

Please provide:

Your order number
Clear photos of the product
Clear photos of the outer packaging
Clear photos of the courier label
A short description of the issue

This information helps us review the issue and, where necessary, raise a claim with the courier or supplier.

8. Resolution for Incorrect or Damaged Orders

Once the issue has been reviewed, Inperfume may offer one of the following resolutions where appropriate:

Replacement item
Refund
Store credit
Partial refund
Further courier investigation

The resolution will depend on the evidence provided, product condition, stock availability, courier findings, and applicable consumer law.

Damage caused after delivery, including drops, heat exposure, spills, incorrect storage, or customer misuse, is not covered under this Policy.

9. Order Cancellations

Orders may only be cancelled before dispatch.

Once an order has been dispatched or handed to the courier, cancellation may no longer be possible. The order will then be treated as fulfilled and any return request will be handled under this Policy.

To request cancellation, please contact us as soon as possible:

Email: info@inperfume.co
Customer Support: +44 7366 448899

10. Refund Process

Refunds are normally processed only after the returned item has been received and inspected.

Returned products must meet the required return conditions before a refund is approved.

10.1 Inspection Period

Once we receive your returned parcel, inspection usually takes 3 to 5 working days.

Additional time may be required if further checks, courier investigation, or supplier review is needed.

10.2 Refund Method

Approved refunds will usually be issued to the original payment method used at checkout.

Refund processing times may vary depending on your bank, card issuer, PayPal, payment provider, or Buy Now Pay Later provider.

10.3 Refund Deductions

Where legally permitted, refunds may be reduced to account for:

Original shipping fees
Return postage costs
Handling fees
Restocking or administration costs
Damage caused by poor return packaging
Missing items, labels, or accessories
Signs of use, tampering, or seal damage

11. Non-Refundable Costs

The following costs are usually non-refundable unless required by law:

Shipping fees
Express delivery fees
Next-day delivery fees
International delivery fees
Customs duties
Import taxes
Courier handling charges
Insurance charges
Payment processing or administration charges where applicable

12. Return Shipping

Unless the item is confirmed to be incorrect, damaged, or defective, customers are usually responsible for return shipping costs.

Returned items must be packaged securely to prevent damage during transit.

We strongly recommend using a tracked and insured return service. Inperfume is not responsible for return parcels that are lost, delayed, damaged, or not delivered back to us by the customer’s chosen courier.

13. Exchanges

Due to hygiene, safety, and authenticity standards, Inperfume does not usually offer direct exchanges for fragrance, beauty, cosmetic, or personal care products.

Where eligible, customers may return the item for a refund or store credit and place a new order separately.

14. International Returns

International customers are responsible for ensuring that returns comply with local shipping rules, customs requirements, and restrictions relating to fragrances, aerosols, cosmetics, or beauty products.

Customs duties, import taxes, brokerage fees, international shipping fees, and related charges are not refundable unless required by law.

If a parcel is refused, abandoned, held by customs, returned due to unpaid charges, or rejected because of import rules, refund eligibility may be limited.

15. Lost or Missing Return Parcels

If your return parcel is lost or delayed while being sent back to us, you must contact your chosen courier to open an investigation.

Inperfume cannot refund returned goods that we do not receive, unless the return service was arranged directly by us and the loss is confirmed through that service.

16. Lost Outbound Parcels

If an outbound parcel appears lost before delivery, we may open an investigation with the courier.

Depending on the outcome of the courier investigation, Inperfume may offer a replacement, refund, store credit, or another suitable resolution where appropriate.

17. Fraud Prevention and Return Abuse

Inperfume may monitor return and refund activity to protect customers, prevent misuse, and reduce fraudulent claims.

We may refuse returns, refunds, or future orders where there is evidence of:

Excessive return behaviour
False claims
Product swapping
Tampered packaging
Fraudulent documents
Chargeback misuse
Inconsistent evidence
Abuse of return protections

Where necessary, we may restrict accounts, cancel orders, or take further action.

18. Discretionary Returns

In exceptional cases, Inperfume may accept a return outside the normal conditions. Any exception is made at our discretion and does not create a future right to the same outcome.

Discretionary returns may be subject to store credit, handling fees, reduced refunds, or additional checks.

19. Updates to This Policy

Inperfume may update this Return & Refund Policy from time to time to reflect changes in our operations, products, legal requirements, courier procedures, or customer service practices.

Any updated version will be posted on our website with a revised “Last Updated” date.

20. Contact Information

For return, refund, cancellation, damaged item, or after-sales support, please contact us using the details below:

Inperfume is committed to handling return and refund requests fairly, clearly, and professionally.