Refund policy

RETURN AND REFUND POLICY

Effective date: September 19, 2026

This Return and Refund Policy applies to purchases made directly from The House of Phoenix Perfume Collection LLC through our Shopify online store.

RETURN WINDOW

Eligible items may be returned within 14 calendar days after the carrier confirms delivery. You must contact us and receive return authorization before sending any item back. Unauthorized returns may be refused.

To request a return, email angel.martinez@houseofphoenixperfume.com with your order number, the item being returned, and the reason for the request.

ELIGIBILITY REQUIREMENTS

To qualify for a return, the product must be:

• Unopened, unused, and unsprayed
• In its original packaging
• In the same condition in which it was received
• Accompanied by its original seal, protective wrapping, labels, accessories, and proof of purchase

All returned products are inspected before approval.

OPENED OR USED FRAGRANCES

For hygiene, safety, and product-integrity reasons, opened, sprayed, sampled, tested, or otherwise used fragrances are not eligible for return, refund, exchange, or store credit.

Fragrance preference and performance are subjective and may vary based on skin chemistry, environment, application, storage, and individual perception. Disliking a fragrance, changing your mind, finding it different from another fragrance, or experiencing different projection or longevity does not make the product defective or incorrectly described.

We strongly encourage customers to review the fragrance description, notes, concentration, size, and other product information before purchasing.

NONRETURNABLE ITEMS

The following items are final sale and cannot be returned:

• Opened, sprayed, tested, or used fragrances
• Opened perfume oils, roll-ons, solid perfumes, body products, or personal-care products
• Samples, decants, discovery sizes, and promotional items
• Gift cards
• Personalized, customized, or made-to-order items
• Clearance items or products specifically marked “Final Sale”
• Free gifts, giveaways, and complimentary products

DAMAGED, DEFECTIVE, MISSING, OR INCORRECT ITEMS

Please inspect your order promptly after delivery. Contact us within 7 calendar days if an item arrives damaged, leaking, defective, missing, or different from what you ordered.

Include your order number and clear photographs of:

• The shipping box and shipping label
• The internal packaging
• The affected product
• Any visible damage or leakage

Do not discard the product or packaging until the claim is resolved. Depending on the circumstances and available inventory, we may offer a replacement, refund, store credit, or another appropriate resolution.

Minor cosmetic variations in handcrafted, small-batch products or packaging that do not affect use, safety, or product integrity are not considered defects.

RETURN SHIPPING

Customers are responsible for return-shipping costs on approved returns made because of preference, change of mind, or ordering error. Original shipping charges are nonrefundable.

If we confirm that an item was damaged, defective, or incorrectly shipped, we will provide appropriate return instructions and cover reasonable return-shipping costs when a return is required.

Returns must be securely packaged and sent using a trackable shipping service. We are not responsible for returns that are lost, damaged, or delayed before reaching us. Packages sent collect-on-delivery will not be accepted.

The approved return address will be provided with your return authorization.

REFUNDS

After an authorized return is received and inspected, we will notify you whether the refund has been approved or declined.

Approved refunds are issued to the original payment method. Please allow 5–10 business days after approval for your bank or payment provider to post the refund. Financial institutions may require additional processing time.

We reserve the right to deny a refund or reduce the refunded amount when an item is returned opened, used, sprayed, damaged, incomplete, altered, or without its original packaging.

EXCHANGES

We do not offer direct exchanges for preference or change-of-mind returns. If an unopened item qualifies for return, you may return it under this policy and place a separate order for the desired product.

If we sent the wrong product or confirmed that an item arrived damaged or defective, we may replace it based on availability.

ORDER CANCELLATIONS AND CHANGES

Cancellation or order-change requests must be submitted as soon as possible. We cannot guarantee changes or cancellations after an order enters processing, receives a shipping label, or ships.

If a cancellation is approved before shipment, the refund will be issued to the original payment method.

REFUSED, UNDELIVERABLE, OR INCORRECTLY ADDRESSED PACKAGES

Customers are responsible for providing a complete and accurate shipping address.

If an order is returned because of an incorrect address, refusal, failed delivery, or failure to retrieve the package, any approved refund will be issued only after the package returns to us and is inspected. Original shipping charges and carrier return fees may be deducted. Opened, damaged, or nonreturnable items remain subject to this policy.

LOST OR STOLEN PACKAGES

Contact us promptly if tracking shows unusual delay or delivery but the package cannot be located. We will assist with reasonable carrier inquiries. Resolution depends on the carrier’s findings, the delivery evidence, shipping protection, and the circumstances of the order.

BUNDLES, DISCOUNTS, AND FREE GIFTS

If part of a bundle or promotional purchase is returned, the refund may be recalculated based on the items retained and the promotion’s requirements. Any free gift connected to a returned purchase must also be returned unopened, or its stated value may be deducted where permitted.

POLICY ABUSE

We reserve the right to limit or refuse returns from customers who demonstrate repeated or suspected policy abuse, excessive returns, fraudulent activity, product tampering, or violations of our terms, subject to applicable law.

For return or refund questions, contact:

The House of Phoenix Perfume Collection LLC
Email: angel.martinez@houseofphoenixperfume.com
Website: houseofphoenixperfume.com

This policy does not limit any rights or remedies that cannot legally be excluded under applicable law.