Refund policy

Last Updated: August 31, 2026

At Frag Flex, customer satisfaction is important to us. Due to the nature of fragrances and other personal-use products, we maintain strict return standards to protect product quality, hygiene, product integrity, and the operational costs involved in processing and fulfilling orders.

Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable consumer-protection laws.

General Return Rules

Opened, used, sprayed, tested, altered, or customer-damaged products are not eligible for a voluntary return or refund.

A return may only be considered when the product is:

Completely unopened
Unused and unsprayed
In its original sealed packaging
Complete with all original packaging and accessories
In resalable condition
Approved for return by our support team

Customers must contact us and receive return approval before sending any product back.

Opened or Used Products

We do not accept voluntary returns or issue refunds for products that have been opened, sprayed, tested, used, altered, or removed from their original sealed condition.

Because fragrances are personal-use products, opened or tested products cannot normally be returned due to hygiene, quality-control, and resale requirements.

Change of Mind

We do not normally provide returns or refunds for:

Change of mind
Dislike of the scent
Personal fragrance preference
Buyer’s remorse
Accidental purchases
Ordering the wrong fragrance
Ordering the wrong size
No longer wanting the product

Customers are responsible for carefully reviewing the product name, size, quantity, price, delivery address, and all other order details before completing checkout.

Refund Requires Physical Return of the Product

A refund will not be issued unless the eligible product is physically returned to Frag Flex and received at our designated return address.

Requesting a refund does not automatically qualify a customer for a refund.

Providing a return tracking number does not automatically qualify a customer for a refund.

The returned product must physically arrive at our return location. Once received, our team will inspect the product to confirm that it remains completely unopened, unused, unsprayed, complete, and in its original resalable condition.

Only after the returned product has been received and successfully inspected will an eligible refund be processed.

Return Shipping Label

Customers are responsible for arranging and paying for their own return shipping label for voluntary returns and customer-requested cancellations, unless applicable law requires otherwise or Frag Flex agrees otherwise in writing.

We do not normally provide prepaid return labels for change-of-mind returns or customer-requested cancellations.

Customers should use a tracked shipping service and retain the return tracking information until the return process has been completed.

Frag Flex is not responsible for an untracked or incorrectly addressed return that does not reach our return location.

$20 Service, Processing, Handling and Restocking Deduction

For an approved customer-requested return or cancellation involving an order that has already been processed, fulfilled, or shipped, a $20 service, processing, handling, and restocking charge per order will be deducted from the approved refundable amount, except where prohibited by applicable law.

This charge helps cover costs already incurred in connection with the order, including:

Order processing
Fulfillment labor
Packaging
Administrative work
Handling
Customer-service work
Return inspection
Restocking
Shipping-related processing

The $20 deduction applies per order, regardless of the total value of the order, when this policy applies.

The charge does not normally apply to a verified incorrect or damaged item where the issue was caused by Frag Flex or the shipping process, unless otherwise permitted by applicable law.

Customer Responsibility Before Ordering

Customers should only place an order after confirming that they intend to purchase and receive the selected products.

If a customer changes their mind after we have started processing, preparing, fulfilling, or shipping the order, Frag Flex may already have incurred labor, packaging, handling, administrative, and shipping-related expenses.

For this reason, an eligible customer-requested return or cancellation may be subject to the $20 per-order charge described above.

Damaged Products

If a product arrives damaged, leaking, broken, or otherwise defective, contact our support team as soon as possible.

Customers may be required to provide clear photographs or videos showing:

The affected product
The outer packaging
The shipping label
Any leakage or breakage
The visible damage or defect
All items received in the package

After verification, our standard remedy for a confirmed damaged product is a replacement only, not a refund, except where applicable law requires another remedy.

Customers should retain the damaged product and all packaging until the claim has been reviewed.

Incorrect Product

If you receive a product different from the product you ordered, contact us with your order number and clear photographs of the item received.

After verification, we may arrange a replacement with the correct product and provide the applicable return instructions.

Order Cancellation

Customers should contact us immediately if they wish to cancel an order.

Order Not Yet Processed or Shipped

If the order has not entered processing, fulfillment, or shipment, we may approve the cancellation and issue a full refund.

Order Already Processed, Fulfilled, or Shipped

Once an order has entered processing, fulfillment, or shipment, cancellation is not guaranteed.

If the order has already shipped, the customer may be required to receive the package first and then request an approved return.

The product must remain completely unopened, unused, and unsprayed.

The customer is responsible for arranging and paying for the return shipping label.

No refund will be processed until the returned product physically reaches our return location and successfully passes inspection.

A $20 per-order service, processing, handling, and restocking deduction may apply to the approved refundable amount, except where prohibited by applicable law.

Final Sale Items

Products clearly marked Final Sale are not eligible for voluntary return, cancellation, or refund after purchase, except where required by applicable law.

Final-sale status may apply to selected clearance, promotional, heavily discounted, limited-time, or special-offer products.

Refund Processing

After an eligible return has been received and inspected, we will notify the customer regarding the outcome.

Approved refunds will be issued to the original payment method, minus any applicable service, processing, handling, restocking, or non-refundable shipping charges.

The time required for a refund to appear depends on the customer’s bank, card issuer, or payment provider.