Last updated: September 6, 2026
We want you to be happy with what you buy from Velencia Fragrance. If a fragrance is not right, you may return it within 30 days. Returns are free, we include a prepaid return label in every package, and we do not charge restocking fees.
Policy at a Glance
- Return window: 30 days from the date of delivery
- Product condition required: unopened, with the factory seal and cellophane intact
- Opened bottles: accepted only where the item is defective, damaged, or not what you ordered
- Exchanges: accepted
- Return method: by mail, using the prepaid label included in your package
- Return shipping cost: free
- Restocking fee: none
- Refund processing time: within 7 days of us receiving the returned item
- Where this applies: orders delivered within the United States
1. Return Window
You have 30 calendar days from the day your order is delivered to request a return. Requests received after the 30th day cannot be accepted. The delivery date is the date recorded by the carrier that delivered your order.
2. What Can Be Returned
Perfume is a personal-care product applied to skin. For hygiene and safety reasons, we can only accept a change-of-mind return where the item comes back unopened and sealed.
To be eligible, the item must be:
- still in its factory-sealed condition, with the cellophane or shrink wrap unbroken and the cap and collar untouched;
- in its original box, with the outer sleeve, inner tray, and any protective material intact;
- complete, including any samples, dust bag, ribbon, or card supplied with it;
- free of writing, stickers, or price labels applied to the retail box;
- for gift sets and discovery sets, complete — every bottle in the set must be present and sealed.
Items We Cannot Accept
- Bottles that have been opened, sprayed, tested, or decanted, unless the item is defective, damaged, or incorrect.
- Items returned without their original box, or with missing bottles, caps, atomisers, or components.
- Discovery sets, sample vials, and travel sprays once opened, as these cannot be resealed.
- Personalised or engraved items, unless faulty.
- Items damaged after delivery through misuse, dropping, decanting, exposure to heat, or storage in direct sunlight.
- Gift cards.
If a returned item arrives in a condition that does not meet the above requirements, we will contact you before making a decision and will explain your options.
3. How to Start a Return
- Email support@velenciafragrance.com or call +13462814690
- Give us your order number, the item you wish to return, and whether you want a refund or an exchange.
- If the item is faulty, damaged, or the wrong product, attach clear photographs of the bottle, the box, and the shipping label. This helps us resolve the claim quickly and, where relevant, file a claim with the carrier.
- We will confirm your return and give you instructions. Every Velencia Fragrance package contains a prepaid return label. If you no longer have it, we will email you a replacement.
4. Packing and Sending Your Return
- Repack the bottle in its original retail box, then inside the outer shipping box with the original protective material.
- Because perfume ships as a flammable liquid, use the prepaid label we supply. Do not hand a fragrance parcel to a carrier as an ordinary undeclared package.
- Attach the prepaid return label to the outside of the box and remove or cover any old shipping labels.
- Drop the parcel off with the carrier shown on the label.
- Keep the drop-off receipt or tracking number until your refund has been issued.
5. Refunds
Once your return arrives at our facility, we inspect it and process your refund within 7 days. Refunds are issued to the original payment method used for the order.
The time it takes for the money to appear in your account after we issue the refund depends on your bank or card issuer, and is typically a further 3 to 10 business days. Velencia Fragrance has no control over that period.
We refund the full price you paid for the returned item. Because we offer free shipping on all orders and free return shipping, there are no shipping charges to deduct and no restocking fee.
6. Exchanges
We accept exchanges within the same 30-day window, on the same sealed-condition basis. Tell us which fragrance or size you would like instead when you start your return. If the replacement costs more, we will send a payment link for the difference. If it costs less, we refund the difference to your original payment method. The replacement is dispatched once your original item has been received and inspected, unless we agree otherwise with you.
7. Damaged, Defective, or Incorrect Items
If your order arrives with a broken or cracked bottle, a leaking or faulty atomiser, a damaged box, a fill level that is clearly wrong, or a fragrance you did not order, contact us within 48 hours of delivery and send photographs of the item, the damaged area, the inner packaging, and the outer box with the shipping label visible.
For a fault that only becomes apparent later — a sprayer that stops working, for example — contact us at any point within the 30-day window.
Where an item arrives damaged, defective, or where we sent you the wrong product, we will arrange a replacement or a full refund at no cost to you, including all shipping. In these cases the bottle does not need to be sealed, and we may ask you to dispose of a leaking item safely rather than return it.
What Is Not a Defect
Perfume behaves differently on different skin. The following are normal characteristics of fragrance and are not faults:
- a scent smelling different on you than it does on someone else, or than you expected from the description;
- shorter or longer wear than you anticipated, since longevity depends on skin type, weather, and application;
- small variations in colour or in the opening notes between batches, which occur because we use natural materials;
- slight settling or a faint change in tone in a bottle that has been open for some time.
These are covered by our sealed-return option rather than by a defect claim, which is why we recommend a discovery set if you are trying a fragrance for the first time.
8. Order Cancellations
You may cancel an order at no charge at any time before it is dispatched. Email or call us as soon as possible with your order number. Because we aim to ship within 1 to 2 business days, we cannot guarantee that a cancellation request will reach the warehouse in time. If your order has already shipped, treat it as a return under this policy — return shipping is still free.
9. Product Quality
Every fragrance sold here is made by us, filled to our own specification, and sealed before it leaves our facility. If you ever have reason to doubt that a bottle you received came from us, contact us with your order number and photographs of the bottle, batch code, and packaging, and we will investigate.
10. Your Statutory Rights
Nothing in this policy limits any right you have under applicable federal or state consumer protection law.
11. Contact Us
Velencia Fragrance 415 Williams Landing Drive Sugar Land, Texas 77479 United States Email: support@velenciafragrance.com Phone: +13462814690
Our support team is available Monday to Saturday.