Refund and Returns Policy

At Rivendell Colognes, we are committed to ensuring that our customers are completely satisfied with their purchases. We understand that purchasing fragrances online can be a personal experience, and we strive to offer a transparent and hassle-free process for returns, refunds, and exchanges.

Please read through our policy carefully to understand your options.

Eligibility for Returns and Refunds

  1. Unopened, Unused Perfumes
    If you change your mind after receiving your order, you may return any unopened and unused perfume within 14 days of purchase. To be eligible for a return:
    • The product must be in its original, sealed packaging.
    • The product should not have been opened, used, or damaged.
    • You must provide proof of purchase (receipt or order confirmation).
  2. Opened Perfumes
    We offer an exchange option for opened perfumes under the following conditions:
    • The perfume must have been opened but no more than 5ml of the product should have been used.
    • The exchange request must be made within 25 days of purchase.
    • The product must be in its original packaging, and only one exchange per product is allowed.
    Note: Opened perfumes are only eligible for exchange and cannot be refunded.
  3. Testers/Samples
    Testers and sample-sized products are not eligible for return, exchange, or refund. We encourage customers to use testers or samples to try a fragrance before purchasing full-sized bottles to ensure satisfaction.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Any perfume that has been used beyond the 5ml exchange limit.
  • Perfumes not in their original condition or packaging.
  • Items purchased on sale or as part of a special promotion.

Refund Process

Once we receive your returned item, our team will inspect it to ensure it meets the return criteria. If approved, your refund will be processed as follows:

  • Refunds will be issued to your original method of payment within 7-10 business days.
  • Shipping costs are non-refundable unless the return is due to a mistake on our part (e.g., wrong product, damaged item).
  • If the return is due to a product defect or error on our side, we will also cover the cost of return shipping.

Exchange Process

  1. Eligibility for Exchanges
    If you received a defective, damaged, or incorrect item, or if you are exchanging an opened perfume (less than 5ml used), we will happily offer an exchange. You must notify us within:
    • 3 days of receiving the defective/damaged/incorrect item.
    • 25 days for exchanging opened perfumes (less than 5ml used).
  2. Process for Exchanges
    Once we receive and inspect your item, we will process your exchange, and the replacement product will be sent to you within 7-10 business days. If the product you wish to exchange for is out of stock, we will provide store credit for future use.

Damaged or Defective Products

If your product arrives damaged, defective, or if you received the wrong item, please notify us immediately with photos of the damaged product and packaging. You may choose between receiving a replacement product or a full refund. In such cases:

  • Contact us within 3 days of receiving the product.
  • We will cover all shipping costs for the return of the defective or incorrect item.

Non-Refundable Shipping Fees

Shipping fees are non-refundable except in cases where the return is due to a mistake on our part (e.g., wrong item shipped or damaged product). You will be responsible for paying the shipping costs for returning the item unless the return is due to product defects or errors on our part.

How to Initiate a Return or Exchange

To start a return or exchange, please contact us via email at support@rivendellcolognes.com with the following details:

  • Order number.
  • Reason for return or exchange.
  • Photos (if applicable, for defective or damaged items).

Our customer service team will guide you through the next steps.

Important Notes

  • We highly recommend trying a sample or tester of a fragrance before committing to a full-sized bottle. This ensures that you are satisfied with your choice before making a larger investment.
  • Refunds for returns are only issued for the value of the item(s) and do not include shipping costs.
  • We reserve the right to refuse a return or exchange if the returned product does not meet the conditions outlined in this policy.

At Rivendell Colognes, we strive to provide an exceptional experience. If you have any questions or need assistance, don’t hesitate to reach out to our customer service team. Your satisfaction is our top priority, and we’re here to help!