RETURN & REFUND POLICY

At FRAG SUPPLY, we want you to be confident when purchasing from us. All fragrances offered by FRAG SUPPLY are authentic and our samples and decants are independently decanted and rebottled from genuine fragrance bottles.

Unless expressly stated otherwise, our samples and decants are not official samples produced, bottled or endorsed by the original fragrance manufacturer.

CHANGE OF MIND

Fragrance is highly personal and individual experiences with scent, longevity and projection can vary.

Due to the nature of independently decanted fragrances, we do not accept returns, exchanges or refunds for change of mind where the product is otherwise as described and free from defect.

This includes where you:

• do not like the fragrance;
• find that the fragrance smells or performs differently on your skin;
• order the incorrect fragrance or size;
• decide that you no longer want the product; or
• find the product available elsewhere at a different price.

If you are trying a fragrance for the first time, we recommend selecting a smaller size before committing to a larger decant.

This change-of-mind policy does not affect your rights under the Australian Consumer Law.

DAMAGED, FAULTY, LEAKING OR INCORRECT ITEMS

Please inspect your order when it arrives.

If your order is damaged in transit, significantly leaking, faulty, or you receive an incorrect item, please contact FRAG SUPPLY as soon as possible so we can assess the issue and make it right.

When contacting us, please provide:

• your order number;
• a description of the issue; and
• clear photographs of the product and packaging where possible.

We may request additional photographs or information where reasonably required to assess the issue.

Where a product does not meet a consumer guarantee under the Australian Consumer Law, you will be entitled to the remedy required by law. Depending on the nature of the issue, this may include a replacement or refund.

RETURNS

Please contact FRAG SUPPLY before returning a product so that we can provide you with the appropriate return instructions.

For products that can be easily posted, you may be required to return the product for assessment. If the product is confirmed to have a problem covered by the Australian Consumer Law, FRAG SUPPLY will reimburse reasonable return postage costs where required by law.

Please retain your postage receipt if you are asked to return an item.

REFUNDS

Where a refund is approved, it will be issued to the original payment method used for the order unless otherwise agreed.

Once processed by FRAG SUPPLY, the time taken for the funds to appear in your account will depend on your bank or payment provider.

Where required under the Australian Consumer Law, applicable delivery charges and reasonable return costs will also be refunded.

INCORRECT SHIPPING ADDRESSES & RETURN TO SENDER

Customers are responsible for ensuring the shipping information provided at checkout is complete and accurate.

If you notice an error in your shipping address, please contact FRAG SUPPLY as soon as possible. We will make reasonable efforts to update the address before dispatch, but changes cannot be guaranteed once an order has been processed or shipped.

If an order is returned to FRAG SUPPLY because of an incorrect or incomplete address, unsuccessful delivery or failure to collect the parcel, additional postage and any reasonable carrier return-to-sender charges may apply before the order can be shipped again.

Where an address or fulfilment error was caused by FRAG SUPPLY, we will arrange the appropriate remedy at no additional cost to you.

MISSING DELIVERIES

If tracking shows your parcel as delivered but you cannot locate it, we recommend first checking around the delivery location, with other members of your household and with the relevant delivery carrier.

If the parcel still cannot be located, please contact FRAG SUPPLY as soon as possible with your order details so that we can assist with investigating the delivery.

We may request reasonable supporting information where required to investigate a missing parcel.

ORDER CANCELLATIONS

We begin processing orders as quickly as possible.

If you need to cancel or amend an order, please contact FRAG SUPPLY as soon as possible. We will make reasonable efforts to accommodate your request if the order has not yet been prepared or dispatched.

Once an order has been prepared or dispatched, cancellation or amendment may no longer be possible.

This does not affect any rights you may have under the Australian Consumer Law.

AUSTRALIAN CONSUMER LAW

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Return & Refund Policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

CONTACT US

If you have any questions about an order, return or refund, please contact FRAG SUPPLY through the Contact page on our website or email us at contact@fragsupply.com.au.