Returns, Exchanges, and Refunds

Opened or used perfume cannot be returned for change of mind because fragrance products must remain sealed for hygiene and product integrity.

We can review an exchange, return, replacement, or refund if your order arrives incorrect, damaged, defective, missing an item, or if a full bottle is returned unopened, unused, and still sealed within 30 days from delivery.

All requests are reviewed manually before approval. The website does not automatically approve returns based only on order status, payment status, or shipment status.

We may reject a request that does not meet the conditions on this page.

• The item must be in its original purchase condition, unused, unopened, and sealed where applicable.
• Original product packaging, boxes, sleeves, documentation, gifts, samples, and accessories must be returned together.
• Packaging must not be marked, defaced, damaged by handling, or missing key parts.
• Items bought as a set or bundle must be returned as a complete set.
• Items marked final sale, non-returnable, non-exchangeable, or non-refundable cannot be returned unless required by applicable law.

• The item arrived damaged or leaked in transit.
• The wrong fragrance, size, or quantity was delivered.
• An item is missing from your order.
• The product is defective or materially different from the published product details.
• A sealed full bottle is returned within the 30-day window in its original condition.

Email hello@airbornefragrance.com as soon as possible. Include your order number, email address used at checkout, product name, issue details, parcel photos, and clear photos of the affected item.

Please keep the product, packaging, and parcel materials until we confirm the next step. We may need the item returned for inspection before approving a refund or replacement.

Once a return or refund request is approved, refunds are processed back to the original payment method where possible. Bank and payment gateway processing times may vary after the refund is initiated.

For CHIP payments, the refund status and refund amount are confirmed from CHIP. Airborne Fragrance does not assume the refund amount from the original order total if CHIP reports a different confirmed amount.

A refund request may remain pending while CHIP processes it. When CHIP confirms the refund and email delivery is configured, the customer is notified by email.

Our target is to process approved refunds within 14 working days after approval or after the returned item is received and inspected, whichever applies.

Orders can be cancelled before payment is completed or before fulfilment starts. If the CHIP payment page is closed before payment, the order remains unpaid until CHIP reports a final status or the scheduled reconciliation process cancels the abandoned checkout.

For a paid order, contact us as soon as possible if you need cancellation before fulfilment starts. Once a paid order has been packed, booked, or handed to the courier, it may need to follow the return process above.

This policy is intended to explain Airborne Fragrance operations clearly. It does not limit any mandatory consumer protection rights that apply to your purchase.