Refund policy
Returns, Refunds and Cancellations
For help with an order, email support@perfumeharbour.com with your order number and a description of the issue.
Wrong, damaged or defective items
Please inspect your delivery and report visible damage or breakage within 2 days where possible. Include clear photos of the product and packaging, and keep them until we provide instructions. Prompt reporting helps us investigate; this reporting request does not limit your statutory rights or rights relating to faults discovered later.
Under our standard returns policy, contact us within 14 days of delivery if you received an incorrect, damaged or defective item. We will review the issue and arrange a replacement or refund as appropriate. We cover reasonable return shipping costs for confirmed incorrect, damaged or defective items.
Return conditions and instructions
Contact us before sending anything back. We will confirm eligibility and the appropriate return instructions. Our USA returns destination is 100 Carnaby Street, Stafford, Virginia 22554, United States. Please wait for instructions so your return can be identified and routed correctly.
Include your order number and contact details, and retain proof of postage. Where possible, return items with their original packaging, accessories and labels. Used or opened items are not normally eligible for a voluntary change-of-mind return. This does not prevent a claim for a faulty, damaged, incorrect or misdescribed item, or a return required by law.
Order cancellation
Contact us as soon as possible to request cancellation before processing or dispatch. Once dispatched, an order must follow the applicable returns process. Where legally permitted and no statutory cancellation right applies, a 15% cancellation charge applies to an approved discretionary cancellation. No cancellation charge applies where we are legally required to provide a full refund, including when we cannot fulfil your order.
Refunds
We inspect returned items and email the outcome. Approved refunds are sent to the original payment method, normally within 5–7 business days after approval, and within any shorter deadline required by law. Your payment provider may take additional time to display the refund. Delivery and return charges are refunded where required by law or where the item was incorrect, damaged or defective.
Exchanges and personalised products
For a different product, contact us about returning the original item if eligible, then place a separate order. Personalised or engraved items are generally excluded from change-of-mind returns; rights relating to faulty or misdescribed products still apply.
Your statutory rights
This policy does not restrict rights under applicable consumer law. Any rights available under applicable United States federal and state consumer law take priority over the discretionary terms in this policy. Contact us for assistance with your applicable rights.