Refund policy

At da Redolence, we want your experience to feel confident, smooth, and well-supported. Because fragrance is personal, we have designed our return and exchange process to be clear, fair, and aligned with our product care and quality standards.

Please review the policy below before submitting a return, exchange, or damage claim.

1. 365-Day Sample-First Guarantee

Eligible full-size fragrances may include a complimentary 1 ml sample so you can experience the scent before opening the full-size bottle.

If the fragrance is not right for you, you may request a return of the unused, unopened full-size bottle within 365 days of delivery, provided the order meets the conditions of this policy.

To qualify:

• the full-size bottle must remain unopened and unused

• the return request must be submitted within 365 days of delivery

• proof of purchase is required

• all original packaging, inserts, and included promotional items must be returned

Opened full-size bottles are not eligible for refund under this guarantee, except where required by law.

2. Standard Returns

We accept returns on eligible products when:

• the item is unused, unopened, and in original condition

• the item is returned with its original packaging

• the return request is submitted through our Return Portal within the applicable return window

• proof of purchase is provided

Unless otherwise stated, customers are responsible for return shipping costs for non-defective returns.

3. Non-Returnable Items

The following items are not eligible for return or refund unless required by law or approved by us due to verified damage or error:

• opened or used full-size fragrances

• discovery items, testers, and complimentary samples

• final sale items

• limited-edition items marked non-returnable

• gift cards

• promotional or discounted items marked final sale

We reserve the right to refuse returns that do not meet our policy requirements.

4. Exchanges

We may offer exchanges on eligible unopened and unused items within 365 days of delivery, subject to product availability.

To qualify:

• the item must be unopened, unused, and in original condition

• the exchange request must be submitted within 30 days of delivery

• proof of purchase is required

Customers are responsible for return shipping costs for voluntary exchanges unless the item arrived damaged, defective, or incorrect.

We reserve the right to offer store credit instead of an exchange where appropriate.

5. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, leaking, defective, or incorrect, please contact us within 72 hours of delivery.

To help us resolve the issue quickly, please include:

• your order number

• a description of the issue

• clear photos of the product

• clear photos of the outer shipping box and packaging materials

Once reviewed, we may offer, at our discretion:

• a replacement

• a store credit

• a refund

Claims submitted after the stated reporting window may not be eligible for resolution.

6. Lost, Missing, or Marked-as-Delivered Packages

If your tracking shows “delivered” but you cannot locate the package, please first:

• check around the delivery area

• check with neighbors, building staff, or household members

• contact the shipping carrier

If you still cannot locate the package, contact us within 7 days of the marked delivery date.

Please note:

• da Redolence is not responsible for packages lost due to incorrect shipping information entered at checkout

• we are not responsible for theft after confirmed delivery

• any replacement, refund, or store credit for marked-as-delivered packages will be reviewed case by case

7. How to Start a Return or Exchange

To request a return or exchange, please use our Return Portal or contact our support team.

You may be asked to provide:

• your order number

• proof of purchase

• the reason for the request

• photos of the item and packaging, if applicable

If your request is approved, we will provide the next steps, including the return instructions and return address if applicable.

Items sent back without authorization may be refused.

8. Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved:

• refunds are issued to the original payment method

• refunds are typically processed within 7 business days after inspection

• original shipping charges are non-refundable unless the return is due to our error

If a return does not meet our policy requirements, we may reject the refund or issue a partial refund where appropriate and permitted.

9. International Orders

For international orders:

• shipping charges, duties, taxes, and customs fees are non-refundable

• return shipping costs are the customer’s responsibility unless the issue is due to our error

• customers are responsible for complying with local import and shipping regulations

We are not responsible for delays, losses, or fees caused by customs processes.

10. Right to Refuse

To protect our customers and our business, da Redolence reserves the right to refuse any return, refund, exchange, replacement, or credit request in cases involving:

• misuse

• abuse of policy

• repeated excessive claims

• suspicious activity

• missing components

• tampering

• fraudulent chargebacks

• returns that do not comply with this policy

11. Contact Us

If you need help, please contact our support team:

Email: help@daredolence.com

Business Name: da Redolence

Phone: 212-300-6117

Hours: Mon-Fri, 10 AM to 8 PM

We are committed to handling each request with care, fairness, and respect.