Refund policy

CONTACT
To start a return or refund, email us at sales@nzfragrance.com. This is the only email address actively monitored for sales purposes; emails to any other email address owned by NZ Fragrance does not guarantee a response. 

RETURNS
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

Please note that returns will need to be sent to the address provided by our team.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process the refund. 

If more than 15 business days have passed since we’ve approved your return, please contact us.

DEFECTS AND DAMAGES
Please inspect your order upon delivery and contact us immediately if your order is defective or damaged. Be prepared to provide supporting details to our team, who will investigate the claim. You may be entitled to an exchange, refund, or compensation under the Consumers Guarantee Act.  

NON-RETURNABLE ITEMS
Please choose carefully as we do not refund or exchange for change of mind. If the goods are faulty, we will meet our obligations under the Consumer Guarantees Act to provide a remedy. 

We also cannot accept returns on partials, decants or gift cards.

INCORRECTLY SENT GOODS
If a product has been incorrectly sent to you, please contact us immediately and provide your order number. We will provide you instructions on how to return the goods to us for an exchange for your original order or a refund. 

Please note that the goods incorrectly shipped to you must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

PUBLIC PRE-ORDERS
Public pre-orders are fragrances that are already, or will shortly be, in transit and have reduced waiting times. These fragrances are available directly from our website. 

We will hold a full deposit from you while we source the fragrance. 

If you wish to cancel your website pre-order within 30 days, you may do so at anytime with a 10% restock fee to cover expenses incurred. Cancellations beyond 30 days are entitled to a full refund. 

PRIVATE PRE-ORDERS
Private pre-orders are fragrances we source specifically for you.

We will hold a full deposit from you while we source the fragrance. 

If you decide to cancel your private pre-order, you are entitled to a full refund of your deposit, provided we have not already sourced your fragrance. Once your fragrance is sourced by us, then your deposit is not refundable. 

If we are unable to source your fragrance within a reasonable timeframe, we will notify you and issue you a full refund of your deposit.