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 about returns and refunds, you can reach us in the following ways:

FragranceGems

📧 Email: info@fragrance-gems.nl 📞 Phone: +31 6 39 33 84 42 🏢 Address: IJsselstroom 33, Zoetermeer, 2721 AW, Netherlands

Availability: Monday to Friday: 09:00 - 20:00 (CET) Weekends and public holidays: Closed

Company details: Chamber of Commerce (KvK) number: 97698334 VAT number: NL005283094B75

We aim to respond to your inquiry within 24 hours.

POLICY OVERVIEW

Return period: 14 days from the delivery date.

Refund timeline: 14 days after approval of your return.

Return shipping costs: At the customer's expense, unless the product is defective or incorrect. Original shipping costs: Will be refunded (standard rate €6.35).

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

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

Cooling-off period You have a 14-day cooling-off period starting the day after you receive your order. You do not need to give a reason for your return. This applies only to private consumers (not to business purchases).

⚠️ IMPORTANT: EXCEPTION FOR PERFUMES Perfumes with a broken seal

Pursuant to article 6:230p paragraph 2 sub b of the Dutch Civil Code, your right of withdrawal lapses for perfumes whose seal has been broken. This is due to hygiene and public health protection.

This means:

✅ CAN be returned:

Undamaged, unopened perfumes in their original sealed packaging. The product must not have been opened or tested. The packaging must be completely intact.

❌ CANNOT be returned:

Opened perfumes (seal broken). Used or tested perfumes. Damaged or incomplete packaging.

Perfumes delivered without a seal or plastic wrapping (e.g. Bujairami perfumes, samples, and tester units). As these products are not sealed, we cannot accept returns or exchanges for hygiene and authenticity reasons once the order has been shipped.

Want to test a perfume first?

Avoid disappointment - request a sample first!

📧 Email: info@fragrance-gems.nl 📞 Phone: +31 6 39 33 84 42

Where possible, we offer samples (subject to availability), so you can test the fragrance before buying a full bottle.

⚠️ Please note: Once a perfume has been opened by you, it can no longer be returned.

CANCELLING AN ORDER

As long as your order has not yet been shipped, you can cancel it free of charge.

After you receive the shipping confirmation, cancellation is no longer possible. At that point your order has been processed and is in the logistics pipeline. If you no longer wish to keep the order, you can make use of our return policy.

RETURN CONDITIONS

We accept returns under the following conditions:

General conditions Return period: Items can be returned within 14 days of delivery. Item condition: Items must be in their original, unused condition with all labels attached and in their original packaging. Proof of purchase: Required for all returns (order number or order confirmation).

Exceptions

Certain products, such as custom-made or personalized items and hygiene products (e.g. perfumes with a broken seal, samples, testers, Bujairami's), cannot be returned.

RETURN INSTRUCTIONS (STEP BY STEP)

Step 1: Notify us of your return

📧 Email: info@fragrance-gems.nl 📞 Phone: +31 6 39 33 84 42 🕐 Availability: Monday to Friday, 09:00 - 20:00

Please include in your message:

Your name and order number. Which product(s) you wish to return. Any reason (optional, but helps us improve). Supporting photos if applicable.

You may also use the model withdrawal form at the bottom of this page.

Step 2: Receive return approval

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

Step 3: Package the product. Pack the item securely. Make sure all labels and original packaging are included. Include the return approval form. Include your order number/order confirmation.

Step 4: Shipping

Important return conditions:

✅ Ship within 14 days of reporting your return ✅ Use a reliable shipping service with tracking ✅ Keep the Track & Trace proof

Return shipping costs:

Return costs are at your own expense. We cover the costs if the product is defective or incorrect.

REFUND POLICY

Refund process

Inspection: Once we receive your returned item, we inspect it within 3-5 business days. Approval: You will receive a message about the approval status within 7 business days. Processing time: Approved refunds are processed within 14 business days of receiving your return. Confirmation: You will receive a confirmation email once the refund has been processed.

What is refunded?

✅ Refund includes:

Product price. Original shipping costs (standard rate €6.35).

Minus the costs below.

- Return shipping costs (remain at your own expense), unless the product is defective or incorrect.

If you do not see the refund within the expected time, please check with your bank. For further assistance, you can contact us at info@fragrance-gems.nl.

EXCHANGE POLICY

We offer exchanges for incorrect or defective items. Contact us within 14 days of delivery. We only cover the return shipping costs if the item is defective or incorrectly delivered.

How to exchange?

EXCEPTIONS AND SPECIAL CASES

Defective or damaged items

If your item arrives damaged or defective, please contact us within 12 hours. We will then offer you an appropriate solution.

What should you do? ✅ Immediately take photos of the outside of the package ✅ Take photos of the damaged contents ✅ Contact us within 12 hours via info@fragrance-gems.nl ✅ Include the photos in your email

What do we do?

We will send a replacement product (free of charge) or refund the full amount. Return shipping costs will be reimbursed by us.

⚠️ Please note: Without photographic evidence of transport damage, we unfortunately cannot guarantee a replacement or refund.

Wrong item

If you receive the wrong item, please contact us. We will cover the return shipping and promptly send you the correct item.

Missing packages

If your package does not arrive within the estimated time, please contact us so we can start an investigation with the carrier.

WARRANTY FOR DEFECTS

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

When are you entitled to a warranty? The product arrived damaged (through no fault of your own). The product does not work as expected (e.g. a broken spray pump).

Warranty period. First 6 months: We assume the defect was already present at the time of delivery. You do not need to prove the defect already existed. After 6 months: You must demonstrate that the defect already existed at the time of delivery.

What can you claim?

You are entitled to:

Free repair (if possible) Free replacement product Price reduction (for minor defects) Termination of the contract and full refund (for major defects)

How do you report a defect?

📧 Email: info@fragrance-gems.nl 📞 Phone: +31 6 39 33 84 42

Please include:

Order number Photos of the defect Description of the problem

⚠️ Please note: The warranty lapses in the case of:

Normal wear and tear Incorrect or careless use Repairs carried out by third parties without our permission

PROCESSING TIMES

Return period: Returns must be initiated within 14 days of receiving the item Return shipment: The product must be sent back within 14 days of your notification Inspection period: Returns are inspected within 3-5 business days of receipt Refund: Refunds are processed within 14 business days of receiving the return

FREQUENTLY ASKED QUESTIONS

Can I exchange an opened perfume?

❌ No, for hygiene reasons opened perfumes cannot be returned or exchanged. This is set out in law (article 6:230p of the Dutch Civil Code).

💡 Tip: Request a sample in advance via info@fragrance-gems.nl

Who pays the return costs? You pay the return costs if you changed your mind We pay the return costs if the product is defective or incorrect

When will I get my money back?

Within 14 days after we have received and approved your return.

Can I cancel my order? Before shipping: Yes, contact us immediately within two hours of purchase. Cancellation is free of charge. After shipping: You can make use of the 14-day cooling-off period after receipt.

MODEL WITHDRAWAL FORM

You can use this form to exercise your right of withdrawal.

To: FragranceGems IJsselstroom 33 Zoetermeer, 2721 AW Netherlands Email: info@fragrance-gems.nl

Subject: Withdrawal of agreement

I hereby exercise my right of withdrawal regarding the order below:

Order:

Order number: ___________________________ Ordered on (date): ___________________________ Received on (date): ___________________________ Product(s): ___________________________

Reason for return (optional):

Contact details:

Name: ___________________________ Address: ___________________________ Postal code + city: ___________________________ Email address: ___________________________ Phone number: ___________________________ IBAN (for refund): NL__ ____ ____ ____ __

Signature (only when submitting by post):

Date: ___________________________

Send this form to:

📧 Email: info@fragrance-gems.nl (fastest method) 📮 Post: IJsselstroom 33, Zoetermeer, 2721 AW, Netherlands

RELATED INFORMATION

Terms of Service - https://fragrance-gems.nl/pages/algemene-voorwaarden Shipping Policy - https://fragrance-gems.nl/pages/verzending Privacy Policy - https://fragrance-gems.nl/pages/privacyverklaring Contact - https://fragrance-gems.nl/pages/contact

DISPUTE RESOLUTION

Did you know...

FragranceGems is affiliated with the Stichting WebwinkelKeur foundation. If you have a complaint that cannot be resolved to mutual satisfaction, you can submit it to the Disputes Committee.

🔗 More info: https://www.webwinkelkeur.nl 🇪🇺 EU dispute resolution platform: https://ec.europa.eu/consumers/odr

At FragranceGems, your satisfaction is our top priority. We do everything we can to make your return as smooth as possible!