Refund policy

Return and Refund Policy

Last updated: December 12, 2025

Thank you for shopping at FragranceGems. Our Return and Refund Policy is designed to ensure a smooth and transparent experience. Please review the guidelines below regarding eligibility, processes, and timelines for returns, refunds, and exchanges.

CONTACT INFORMATION

For questions regarding returns and refunds, you can reach us via:

FragranceGems

📧 Email: info@fragrance-gems.nl

📞 Phone: +31 6 39 33 84 42

🏢 Address: IJsselstroom 33, Zoetermeer, 2721 AW, The Netherlands

Availability:

Monday to Friday: 09:00 AM – 08:00 PM (CET)

Weekends and Public Holidays: Closed

Company Details:

Chamber of Commerce (KvK): 97698334

VAT Number: NL005283094B75

We aim to respond to your inquiry within 24 hours.

POLICY OVERVIEW

Return Period: 14 days from delivery date.
Refund Timeline: Within 14 days after approval of your return.
Return Shipping Costs: Borne by the customer, unless the product is defective or incorrect.
Original Shipping Costs: Will be refunded (standard rate of €6.35).

RIGHT OF WITHDRAWAL (14-DAY COOLING-OFF PERIOD)

As a consumer, you have the legal right to return your purchase without providing a reason. This right is established in the Dutch Civil Code (Article 6:230o BW).

Cooling-off period: You have 14 days from the day after receiving your order.
No reason required: You do not have to state a reason for your return.
Scope: This applies only to private consumers (not to business purchases).

⚠️ IMPORTANT: EXCEPTION FOR PERFUMES

Perfumes with broken seals

In accordance with Article 6:230p paragraph 2 sub b BW, your right of withdrawal expires for perfumes where the seal has been broken. This is due to health protection and hygiene reasons.

This means:

✅ ELIGIBLE for return: Undamaged, unopened perfumes in original sealed packaging. The product must not have been opened or tested.
❌ NOT ELIGIBLE for return: Opened perfumes (seal broken), used or tested perfumes, damaged or incomplete packaging.

Want to test a perfume first?

Avoid disappointment—request a sample first! We offer samples whenever possible so you can test the scent before purchasing a full bottle.

Note: Once you open a perfume yourself, returning it is no longer possible.

CANCELLING AN ORDER

You can cancel your order within two hours of purchase by contacting our customer service team. If your order has already been shipped, please follow the Return Instructions below.

RETURN CONDITIONS

Return Period: Items must be returned within 14 days of delivery.
Item Condition: Items must be in original, unused condition with all labels and in the original packaging.
Proof of Purchase: Required for all returns (order number or confirmation).

RETURN INSTRUCTIONS (STEP-BY-STEP)

Step 1: Notify us of your return

Contact us within 14 days of receipt via email or phone. Please include your name, order number, the products you wish to return, and optional photos if applicable.

Step 2: Receive return approval

Our team will review your request and provide return approval and detailed instructions within 7 business days.

Step 3: Pack the product

Pack the item securely. Ensure all labels and original packaging are included. Include the return approval form or your order confirmation.

Step 4: Shipping

Ship the item within 14 days of your notification using a reliable service with tracking. Tip: We recommend registered mail or Track & Trace as proof of shipment.

REFUND POLICY

Inspection: Once received, we inspect the item within 3–5 business days.
Approval: You will be notified of the status within 7 business days.
Processing: Approved refunds are processed within 14 business days of receipt.
What is refunded? The product price and the original shipping costs (€6.35). Return shipping costs are not refunded unless the item was defective.

EXCHANGE POLICY

We offer exchanges for incorrect or defective items. Contact us within 14 days of delivery. We cover return shipping costs exclusively for defective or wrongly delivered items.

DEFECTIVE OR DAMAGED ITEMS

If your item arrives damaged, contact us within 48 hours.

Take photos of the exterior of the package and the damaged contents.
Email us with the photos and your order number.
We will provide a replacement or a full refund, and we will cover return shipping.

WARRANTY

In addition to the right of withdrawal, you have legal warranty rights for defects.

First 6 months: We assume the defect was present at delivery.
After 6 months: You must demonstrate that the defect existed at delivery.
Claims: You may be entitled to free repair, a replacement, price reduction, or a full refund depending on the severity of the defect.