Smell.Fit Fragrance Refunds & Returns Policy

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Hi, Benjamin here,

[A note to my genuine customers]

Let’s be real for a minute. I want you to be 100% happy with your order, end of.
If I’ve made a cock-up, I will do my absolute best to fix it ASAP.

Don’t worry, this isn’t some massive faceless corporation. You won’t sit on hold for 60 minutes listening to elevator music (you won’t be on hold at all, because I don’t have a phone number, sorry), You won’t get a robotic “we’ll email you back in 28 days” response. It’s just me here. I do my best to do right by my customers and I treat you exactly the way I want to be treated when I spend my own money. If something is wrong, I fix it.

NOTE: I work night shifts. If I don’t reply instantly, I’m not ignoring you, it’s because I’m either grafting or unconscious. If you haven’t heard back from me within 24 hours, give me a nudge, because something has gone wrong and I probably haven’t seen your email. If there is still silence, assume your message got lost in the ether. Please try the contact form on the site instead, it usually bypasses the gremlins. Trust me, I want to fix your issue, I’m not hiding.

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However…

[A note to any not-so-genuine customers]

I work hard to keep my prices as cheap as possible. For a small business, that is not an easy task. Margins are tight and profit per order is low.
Please let me clear about this, I will not tolerate dishonest customers, who try to play the system and ultimate cause everyone else to have to pay more.

If you are reading this and this sounds like you, the exit button is in the corner. Do not place an order.

To the 99% of customers that I’ve had the pleasure of working with over the last few years: You are legends. I appreciate you greatly and I wouldn’t be where I am without you. Anyone who has ordered from me before knows that if there is a genuine problem, I will bend over backwards to sort it out. That is how business should be run.

Anyway, thanks for reading. Now, onto the legally mandated bullshit below.
I’ll warn you now, it’s dull as dishwater, but if you get your kicks from reading boring fine print, then don’t let me stop you! 🤪

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TERMS AND CONDITIONS OF MERCHANDISE RETURN AND REIMBURSEMENT (THE “POLICY”)

1. PREAMBLE AND DEFINITIONS 

1.1. The provisions contained herein govern the protocols, stipulations, and obligatory procedures regarding the return, exchange, and reimbursement of goods purchased from Smell.Fit Fragrance (hereinafter referred to as “the Company,” “We,” “Us,” or “Our”).

1.2. The individual or entity purchasing goods from the Company shall hereinafter be referred to as “the Customer,” “the Purchaser,” or “You.”

1.3. By finalising a purchase, the Customer explicitly acknowledges and agrees to be bound by the terms stipulated in this Policy.

2. INSPECTION OBLIGATIONS AND NOTIFICATION OF DEFECTS 

2.1. Upon the physical reception of the consignment, it is the incumbent obligation of the Purchaser to conduct a thorough, immediate, and comprehensive inspection of the merchandise.

2.2. In the event that the merchandise is found to be defective, materially damaged, compromised in its structural integrity, or if the consignment contains items that deviate from the original order manifest (hereinafter referred to as “Discrepancies”), the Purchaser must notify the Company without undue delay.

2.3. Such notification must be accompanied by photographic evidence clearly substantiating the alleged defect, damage, or error. This evidence is required to facilitate a preliminary evaluation by the Company’s internal claims department to determine the appropriate remedial course of action.

3. PERIOD OF ELIGIBILITY FOR DEFECTIVE MERCHANDISE 

3.1. The Company shall consider requests for returns strictly limited to items that are demonstrably defective, damaged during the logistical transit process, or otherwise functionally faulty.

3.2. A mandatory temporal limitation is hereby established: The Customer must formally notify the Company of such defects within a period not exceeding fourteen (14) calendar days commencing from the confirmed date of delivery (the “Notification Period”).

3.3. Any claims, requests, or demands for reimbursement, replacement, or restitution submitted subsequent to the expiration of the aforementioned Notification Period shall be summarily rejected. The Company expressly disclaims any liability to refund, reimburse, or replace items after this fourteen (14) day window has elapsed, regardless of the underlying cause.

4. VOLUNTARY RETURNS AND CESSATION OF REQUIREMENT 

4.1. The Company, at its sole and absolute discretion, may agree to accept returns of merchandise where the Customer determines the item is no longer required or was procured via an administrative error on the part of the Customer (hereinafter “Voluntary Returns”).

4.2. Eligibility for Voluntary Returns is strictly contingent upon the merchandise remaining in a pristine, unused, and originally sealed condition. The integrity of the commercial packaging must be preserved in its entirety.

4.3. Requests for Voluntary Returns must be formally lodged within fourteen (14) days of the delivery date.

4.4. Financial Liability for Voluntary Returns: In scenarios constituting a Voluntary Return, the Customer shall assume full and exclusive pecuniary liability for all logistical costs associated with the return shipment. The Company shall under no circumstances reimburse, credit, or subsidise the shipping fees incurred by the Customer for such returns.

5. EXCLUSIONS AND NON-RETURNABLE ITEMS 

5.1. Notwithstanding any other provision herein, the following categories of merchandise are categorically and irrevocably excluded from eligibility for return, exchange, or financial reimbursement: (a) Promotional Merchandise: Any item procured at a reduced, promotional, or discounted monetary value (unless said item is proven to be defective or damaged in transit pursuant to Section 2). (b) Hygiene and Sanitary Exclusions: Due to the somatic and olfactory nature of the products, any item wherein the original cellophane, seal, or outer packaging has been breached, removed, or tampered with, or where the product has been utilised to any degree, is deemed non-returnable for reasons of hygiene and public safety. (c) Cash Equivalents: Gift Cards, vouchers, or store credits are non-refundable and non-exchangeable for cash under any circumstances.

6. MANDATORY AUTHORISATION PROTOCOLS 

6.1. No return shipment shall be accepted, processed, or acknowledged by the Company absent the prior issuance of a formal Returns Authorisation Form (RAF). 6.2. It is the responsibility of the Customer to contact the Company via the designated electronic mail address (returns@smell.fit) to formally request a RAF. 6.3. Any merchandise returned to the Company’s facilities without a valid, completed, and accompanying RAF shall be deemed an “Unauthorised Return.” The Company reserves the right to refuse acceptance of Unauthorised Returns or to dispose of such items without liability or compensation to the Customer.

7. LOGISTICS, LIABILITY, AND REIMBURSEMENT MECHANISMS 

7.1. Shipping Costs for Defective Items:In the specific event that a return is necessitated by a verified error on the part of the Company (including but not limited to the dispatch of incorrect items, or items received in a defective or damaged state), the Company shall reimburse the Customer for reasonable standard shipping costs, provided adequate documentary proof of said costs is submitted.

7.2. Shipping Costs for Non-Defective Items: For all returns not arising from a defect or Company error (i.e., Voluntary Returns), the Customer shall not be entitled to a refund of the original outbound shipping charges, nor the return shipping charges.

7.3. Packaging Liability: The Customer explicitly accepts full responsibility for the secure, appropriate, and protective packaging of any returned merchandise. The Company reserves the right to reject a refund if the returned item sustains damage during transit due to negligence, insufficiency, or inadequacy of the packaging provided by the Customer.

7.4. Processing Timeframe: Upon physical receipt of the returned merchandise, the Company shall undertake an inspection and administrative processing period not to exceed fourteen (14) calendar days.

7.5. Refund Execution:Following the successful conclusion of the processing period, approved refunds shall be remitted to the original method of payment, subject to Section 8 below. The Customer should anticipate a further interval of up to five (5) business days for the funds to clear.

8. DISCRETIONARY REMEDIES AND EX GRATIA SETTLEMENTS 

8.1. In instances where the Company is not legally mandated by statute or this Policy to offer a refund, return, or exchange (including but not limited to cases falling outside the Notification Period, where proof of purchase is absent, or involving non-defective merchandise), the Company reserves the right to refuse any such request.

8.2. Should the Company, acting entirely at its own prerogative and without prejudice to future claims, elect to offer a concession where no legal obligation exists (hereinafter “Ex Gratia Settlement”), the form of reimbursement shall be strictly and exclusively limited to Store Credit.

8.3. The Customer acknowledges and agrees that under no circumstances shall an Ex Gratia Settlement involve a monetary reversal to the original debit card, credit card, bank account, or other financial instrument.

8.4. The decision to offer an Ex Gratia Settlement is final and is not indicative of a waiver of the Company’s rights to enforce this Policy strictly in future instances.

9. SEVERABILITY AND STATUTORY RIGHTS 

9.1. The terms outlined in this document are intended to be comprehensive. However, nothing contained within this Policy shall be construed to affect, diminish, or negate the statutory rights afforded to the Customer under applicable consumer protection legislation.

9.2. To initiate any return procedure pursuant to these terms, the Customer must first secure authorisation by contacting the Company at: returns@smell.fit.