Refund policy
Return & Refund Policy
All Sales Are Final — With One Exception
Due to the nature of fragrance decants, which are hand-filled to order, all sales are generally final. We do not accept returns or exchanges based on scent preference, as fragrance is highly subjective and can vary based on skin chemistry, body heat, and personal taste.
Returns for Unopened & Untampered Items Only
We will only consider a return if the item is:
- Completely unopened and untampered
- In the exact same condition and packaging as shipped out by The Decant Lab
- Returned within 7 days of delivery
If you wish to initiate a return under these conditions, please contact us at support@thedecantlab.co with your order number and reason for return. All returns are subject to our assessment and approval. Shipping fees for the return are borne by the customer and are non-refundable.
Damaged or Defective Items — Carrier Mishandling
If your order arrives damaged due to carrier mishandling, you must provide an unboxing video as proof. This video must:
- Begin before the parcel is opened, clearly showing the outer packaging in its received condition
- Capture the unboxing process in one continuous, unedited recording
- Clearly show the damaged item(s) inside
Claims submitted without an unboxing video will not be eligible for a replacement or refund. Please contact us at support@thedecantlab.co within 3 days of delivery with your order number and the unboxing video.
Wrong Item Received
If we made a picking error on your order, contact us within 3 days of delivery with your order number and a photo. We will arrange a replacement or refund at no cost to you.
Non-Refundable
- Shipping fees
- Items damaged due to customer mishandling (e.g. dropped bottles)
- Dislike of scent
- Items returned without prior approval