Refund policy

Refund Policy

At Carthago Fragrances, customer satisfaction is our top priority. We understand that purchasing fragrances online can be challenging, so we’ve developed a fair and flexible refund policy to ensure you are fully satisfied with your purchase.

Eligibility for Refunds:

  1. Full-Size Products:

    • Unused and Unopened: Full refunds are available for unused and unopened full-size products within 30 days of purchase.
    • Opened Products: If the fragrance has been opened but is still in near-new condition, we can offer a partial refund or store credit.

  2. Decanted Products:

    • Non-Refundable: Due to the nature of decanted fragrances (custom-sized portions), these products are non-refundable. However, if you believe there is an issue with the authenticity or quality of the decant, please contact our customer support team, and we will investigate the issue and may offer store credit or a replacement.

How to Request a Refund:

  • Contact Us: To initiate a refund, please email our support team at [email] with your order number, the product(s) you are returning, and the reason for your return.
  • Return Shipping: Customers are responsible for return shipping costs unless the product was damaged or incorrect upon arrival.
  • Damaged/Defective Products: If you received a damaged or defective product, please provide photos, and we will either issue a full refund or send a replacement product at no extra charge.

Refund Processing:

  • Once we receive your returned item(s), please allow 5-7 business days for inspection and processing.
  • Refunds will be issued to your original payment method within 10 business days of approval.

Non-Refundable Items:

  • Decants: As they are customized in smaller portions, decanted products are non-refundable.
  • Gift Cards: Gift cards cannot be refunded.