At The Fragrance Oil Factory, every order is quality-checked and securely packed before dispatch. Because fragrance oils are concentrated, consumable products with hygiene and quality considerations, we follow a strict returns policy. Please read it carefully before ordering.

All sales are final - with these exceptions

Once an order is delivered it is considered final. We provide a replacement or refund only if:

• The product arrived damaged or leaking in transit.
• You received the wrong item (different product or size than ordered).
• The product has a genuine manufacturing defect.

Conditions for a claim

• Reported within 48 hours of delivery.
• Supported by a clear unboxing video and photos showing the issue and the shipping label.
• The item is unused and in its original packaging.

How to raise a claim

1. Email us at [your support email] within 48 hours of delivery.
2. Include your order number, a short description of the issue, and the unboxing video + photos.
3. Our team will review and respond, usually within 2–3 business days.

Refunds

If a refund is approved, it is issued to your original payment method within 5-7 business days of approval. Your bank or payment provider may take additional time to reflect it. A replacement may be offered instead of a refund where applicable.

Non-returnable situations

• Opened or used products.
• Change of mind, or ordering the wrong scent/size by choice.
• Minor variations in colour or scent intensity natural to inspired oils and different batches.
• Products damaged by improper storage or handling after delivery.
• Custom, specially blended, or large bulk orders (unless damaged or defective).

Samples before bulk

For large or repeat orders, we strongly recommend ordering a sample first to confirm the scent suits your application before scaling up.

Order cancellation

Orders can be cancelled only before dispatch. Once shipped, an order cannot be cancelled. To request a cancellation, contact us as soon as possible with your order number.