RETURNS & REFUNDS POLICY

A refined, minimalist policy for a premium experience

At X‑Mark Fragrances, we want you to love every detail—from the first unboxing to the final spritz. If something isn’t perfect, we’ll make it right with care and discretion.

1) Overview

We accept returns on eligible items within 30 days of delivery.

UK/EU customers also benefit from a 14‑day statutory right to cancel certain online purchases from receipt.

Refunds are issued to the original payment method once the return is received and inspected.

For fastest support, please start your return here: (Insert Returns Portal URL)

2) Return Eligibility

To keep our quality uncompromised, returns must be:

Unused and in original condition, with all protective films, tags, and packaging intact.

Fragrances must have the hygiene seal and atomiser clip intact. Bottles that have been sprayed/used cannot be accepted unless faulty.

Discovery sets: individual vials must be unopened and complete.

Gifts may be returned by the original purchaser or exchanged for credit with a valid gift receipt.

Non‑returnable items (unless faulty): personalised/engraved items, limited editions noted as final sale, sample vials once opened, and gift cards.

3) Faulty, Damaged, or Incorrect Items

If your order arrives damaged, faulty, or not as ordered:

Contact us within 7 days of delivery with photos and your order number.

We will prioritise a replacement or full refund, including your return shipping where applicable.

Packaging variations or minor cosmetic blemishes that do not affect use may not qualify as faults.

4) Exchanges

We offer like‑for‑like exchanges on unopened products, subject to availability.

If an exchange is not available, we will issue a refund or store credit.

5) Return Process

Start a return via our portal: (Insert Returns Portal URL)

Print the prepaid label (where available) and secure items in original packaging.

Drop off at the designated carrier location.

Keep your proof of postage until your return is confirmed.

For international returns, see Section 8.

6) Refund Timelines

Once your return is received, please allow 3–5 business days for inspection.

Approved refunds are processed within 5–10 business days to your original payment method.

Your bank may require additional time to post the refund.

7) Shipping Costs

Original shipping fees are non‑refundable (except for faulty/incorrect items).

For change‑of‑mind returns, return postage is deducted or paid by the customer (policy dependent—insert your preference).

For faulty/incorrect items, we cover reasonable return shipping.

8) International Returns & Duties

International returns must be sent Delivered Duty Paid (DDP).

Duties and taxes paid are non‑refundable by us; please contact your local customs or card provider where applicable.

We are not responsible for returns delayed or refused by customs.

9) Gifts & Gift Receipts

Items marked as gifts at purchase may be exchanged for store credit of the value paid.

Refunds can only be issued to the original payment method used by the purchaser.

10) Bundles & Promotions

Bundles must be returned in full for a refund (unless an item is faulty).

If part of a promotion, the effective refund reflects any promotional value applied at checkout.

11) Right to Cancel (UK/EU Consumers)

You have a 14‑day right to cancel most online purchases from the day after delivery.

To exercise this right:

Notify us within the 14‑day window;

Return items within 14 days of informing us;

Items must be in re‑saleable condition.

This right does not apply to opened fragrances with hygiene seals broken, or personalised items, unless faulty.

12) Proof of Purchase

A valid order number, receipt, or gift receipt is required for all returns and exchanges.

13) Abuse & Fair Use

To protect all customers, we may limit returns in cases of excessive, unusual, or suspected misuse.

14) How to Reach Us

X‑Mark Fragrances

Our Client Care team is here to help:

Email: xmarkfragrances@gmail.com

Hours: Monday–Friday, 9:00–17:00 (UK Time)

15) Updates to This Policy

We may refine this policy to enhance your experience or reflect legal requirements. The latest version will always be available on our website.