Refund policy

Refunds & Returns – FragRoom LLC

At FragRoom LLC, we proudly guarantee the authenticity of every fragrance we offer. However, personal scent preferences are subjective — and while we hope you fall in love with your choice, we can’t guarantee that it will suit your taste. All of our decants and samples are prepared individually to order, and once opened, they cannot be returned or resold for hygienic reasons. As such, we do not accept returns and do not offer refunds on any used or opened items. All sales are final. By placing an order, you agree to take full responsibility for your selection.

Shipping, Damages & Scent Disclaimer – FragRoom LLC

We carefully pack every order to ensure your fragrances arrive safely. However, if your item arrives damaged or leaking, please take clear photos and email them to us. Once we receive the photos, we’ll gladly offer a replacement or a refund. Please remember: perfume is highly personal. Its scent and longevity can vary depending on your skin type, body chemistry, and environment. If the fragrance doesn’t smell the way you expected — it doesn’t mean the product is faulty. It may simply not be the right match for you. That’s why we always recommend starting with samples or small decants before committing to a full size. If you have any doubts or questions — feel free to reach out before ordering. We’re happy to help you choose!

Exchanges for Damaged or Defective Items – FragRoom LLC

We accept exchanges for products that were damaged during shipping. A product is considered damaged if it arrives broken, leaking, crushed, shattered, or otherwise unusable. To process an exchange, we kindly ask you to provide photo or video evidence of the damaged item. Please report any damage within 3 days of the delivery date so we can assist you promptly.

Exchange Process – FragRoom LLC

To request an exchange for a damaged item, please contact us within 3 days of receiving your order by emailing us at contact@fragroom.co Be sure to include photos or videos clearly showing the damage. After your request is approved, you’ll need to return the damaged item to us. Once we receive it, we will either. Ship you a replacement (if available), or Issue a full refund if the item is no longer in stock.

Order Cancellation & Changes – FragRoom LLC

If you’d like to cancel or make changes to your order, please contact us within 24 hours of placing it. After 24 hours, your order is transferred to our fulfillment team for processing, and we may no longer be able to modify or cancel it — even if it hasn’t shipped yet — as preparation may already be underway. We always do our best to assist, but timely notice is key.

Lost, Misdelivered, or Stolen Packages – FragRoom LLC

FragRoom LLC is not responsible for lost, stolen, or misdelivered packages that have been marked as “delivered” by the shipping carrier (such as USPS or others) to the address provided by the customer at checkout. Once your order is marked as delivered, we will provide all available tracking details, including

• Delivery date

• Tracking number

• Shipping carrier information

so you can contact the carrier directly for further assistance. Please note: the shipping carrier is solely responsible for the final delivery. FragRoom LLC is not liable for delivery errors made by the carrier or for stolen items after delivery has been confirmed.

Packages Marked as “Delivered” but Not Received – FragRoom LLC

If your package is marked as “delivered” but you haven’t received it, please report the issue to us within 3 to 5 days from the delivery date. This short window ensures time to check for misdelivery or a package left nearby (porch, mailbox, neighbors, etc.). In cases where the package is believed to be stolen, or if items were missing from a clearly tampered package (e.g., torn or opened box), we may require a police report to proceed with the investigation.

To file a claim, please:

• Submit a copy of the official police report (PDF)

• Include the case number and the contact info of the precinct

This process helps us verify the situation and determine how to best assist you.

Refunds & Returns

We stand behind the authenticity of every product we offer. All fragrances are 100% genuine, sourced directly from the original manufacturer’s bottles and hand-decanted with care. However, personal scent preferences vary, and we cannot guarantee that you will enjoy a particular fragrance. Samples and decants are provided solely for testing purposes. As each sample is custom-prepared per order and cannot be returned to its original bottle for hygiene and safety reasons, we are unable to accept returns or issue refunds. All sales are final. By placing an order, you acknowledge and accept responsibility for your purchase decision.

Late or Missing Refunds (if applicable)

If you haven’t received your refund yet, we recommend first checking your bank account again. Please be aware that it may take some time for the refund to be processed and reflected in your account. For further information on pending transactions, we advise contacting your bank, payment provider, or credit card issuer directly. Refund processing times may vary and typically take between 2 to 10 business days. All refunds are issued to the original payment method used at the time of purchase.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail contact@fragroom.co