Return & Exchange Policy

Last Updated: 12/04/2025

At Zoi Perfumery, we want you to be happy with your purchase. Due to the nature of fragrance products, our return policy is designed to protect product integrity while ensuring you receive the best experience possible.

Please review the details below before completing your order.

1. Eligibility for Returns

Because fragrance products are sensitive and regulated, we only accept returns under the following conditions:

We accept returns for:

  • Items damaged during shipping
  • Incorrect items received
  • Defective or malfunctioning atomizers
  • Order fulfillment errors on our part

We do NOT accept returns for:

  • Opened, sprayed, or used fragrances
  • Items where protective packaging has been removed
  • Sample sets or discovery kits
  • Clearance or final sale items
  • Personal dislike of a scent after use

All returned items must be new, unused, and in original packaging.

2. Return Timeframe

You must contact us within 10 days of delivery to request a return or exchange.

Requests made after 10 days may not be eligible.

3. How to Start a Return

To initiate a return, please contact us at:

Email: info@zoiperfumery.com
Phone: (951) 249-3888

Provide:

  • Your order number
  • Photos of the product and packaging (for damage claims)
  • A brief description of the issue

We will review your request and provide next steps.

4. Damaged or Incorrect Items

If your order arrives damaged, leaking, or incorrect:

  1. Take clear photos of the product and packaging
  2. Contact us within 48 hours of delivery
  3. Keep the item and packaging until we provide instructions

We will replace the item or provide a refund according to availability.

5. Exchanges

Exchanges are only offered for:

  • Damaged items
  • Incorrect items
  • Defective atomizers

We do not offer exchanges for scent preference or opened fragrances.

6. Refunds

Once your return is approved and received back (if applicable), your refund will be issued to the original method of payment.

Please allow:

  • 3–5 business days for us to process your return
  • Additional time for your bank or card issuer to post the refund

Shipping costs are non-refundable, unless the return is due to our error.

7. Return Shipping Costs

In most cases:

  • Return shipping for damaged or incorrect items is covered by Zoi Perfumery
  • Return shipping for non-qualifying returns (if approved as an exception) is the customer’s responsibility

Unauthorized returns may be refused.

8. Lost or Stolen Packages

We cannot accept returns or issue refunds for orders marked as “delivered” by the carrier but reported as missing.
 

Please file a claim with the shipping carrier first, then contact us for support.

9. Order Cancellations

Orders can only be canceled before they are processed or shipped.
Once a shipping label is created or tracking is assigned, cancellation is no longer possible.

Please contact us as soon as possible if you need to request an order change or cancellation.

10. Restocking Fee

We do not typically charge a restocking fee for returns that meet the eligibility criteria outlined in section 1 (Damaged, Incorrect, or Defective Items).

However, in rare cases where a non-qualifying return is approved as an exception to our policy, a restocking fee of 15% of the item's purchase price may be deducted from the refund amount. This fee covers processing, inspection, and administrative costs.

11. Final Sale Items

Items marked “Final Sale” cannot be returned or exchanged.
These items are excluded from standard return eligibility under all circumstances.

12. Contact Us

For help with returns, exchanges, or order issues, reach us at:

Zoi Perfumery Customer Support
Email: info@zoiperfumery.com
Phone: (951) 249-3888