Refund policy

Refund, Return & Cancellation Policy

At Perfume House, we want you to shop with confidence. If there is an issue with your order, please contact us and we’ll work with you to resolve it as quickly as possible.

This policy applies in addition to your rights under the New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986. Nothing in this policy limits or excludes your rights under New Zealand law.

Contact Us

To request an order cancellation, return, replacement or refund, please contact us:

Email: perfumehouseltd@gmail.com
Phone: 021 071 6373 or 021 973 905

Please include your name, order number and a brief description of your request.

Cancelling an Order Before Dispatch

If you need to cancel or change your order, please contact us as soon as possible.

If your order has not yet been packed or dispatched, we will make every reasonable effort to cancel it and provide a refund to your original payment method.

Once an order has been dispatched, it can no longer be cancelled. If the parcel is refused or returned because you no longer want it, any refund will be considered under our change-of-mind policy below. Original and return shipping costs may be deducted where permitted by law.

Change-of-Mind Returns

Please choose your fragrance carefully. Perfume House is not required to provide a refund or exchange if you:

  • Change your mind.
  • Order the wrong fragrance or product.
  • Decide that you do not like the fragrance.
  • Find the product cheaper elsewhere.
  • Experience different fragrance performance, longevity or scent perception than expected, provided the product is genuine and not faulty.

Due to hygiene, authenticity and product-integrity requirements, opened, sprayed, tested or unsealed fragrances cannot be returned for a change of mind.

At our discretion, we may accept a change-of-mind return when:

  • You contact us within 7 calendar days of delivery.
  • The product is completely unopened and unused.
  • All protective wrapping, cellophane, seals, labels and packaging remain intact.
  • The product and its packaging are in resalable condition.
  • You provide valid proof of purchase.

You must receive approval from us before returning an item. Unauthorised returns may not be accepted.

Customers are responsible for the cost and risk of returning an approved change-of-mind item. We recommend using tracked shipping. Original delivery charges are not refundable unless required by law.

Any discretionary return may be offered as a refund, exchange or store credit, as agreed with you.

Faulty, Damaged, Incorrect or Missing Products

Please contact us promptly if your order:

  • Arrives damaged or leaking.
  • Contains an incorrect product.
  • Is missing an item.
  • Appears faulty, unsafe or not as described.
  • Has been damaged in transit.

Please include your order number and clear photographs of:

  • The product and affected area.
  • The product packaging.
  • The shipping box or courier packaging.
  • The courier label.

Keep the product and all packaging until we have reviewed your claim, as the courier may require them for an investigation.

Where the Consumer Guarantees Act applies, we will provide an appropriate remedy, which may include a repair, replacement or refund. The available remedy will depend on the nature and seriousness of the issue and your rights under the Act.

If the issue is minor and can be remedied, Perfume House may choose to repair or replace the product or provide a refund. If the issue is substantial, cannot be remedied, or is not resolved within a reasonable time, you may be entitled to reject the product and choose a replacement or refund in accordance with the Consumer Guarantees Act.

Unboxing Videos

An unboxing video is helpful when assessing courier damage, missing items or an incorrect product, and we recommend recording your parcel as you open it.

However, an unboxing video is not mandatory and its absence does not remove any rights you may have under the Consumer Guarantees Act. Photographs and other reasonable supporting information may also be accepted.

Return Shipping for Faulty or Incorrect Products

Please do not return a product until you have contacted us and received return instructions.

If we confirm that a product is faulty, damaged, incorrect or otherwise fails to meet the Consumer Guarantees Act, Perfume House will cover reasonable return shipping costs where required by law.

If an inspection determines that the product is not faulty and the issue was caused by misuse, accidental damage or failure to follow the manufacturer’s instructions, you may be responsible for return shipping and any reasonable inspection costs, where permitted by law.

Products That Cannot Be Returned

We do not accept returns or provide refunds where:

  • You have changed your mind and the product has been opened, unsealed, sprayed or used.
  • The fragrance does not suit your personal taste.
  • The product has been damaged through misuse, neglect, incorrect storage or accidental damage after delivery.
  • The product has been altered, refilled or tampered with.
  • Labels, batch codes, serial numbers or identifying marks have been removed or altered.
  • The issue was disclosed to you before purchase.
  • You cannot provide reasonable proof that the product was purchased from Perfume House.
  • The return request is fraudulent or the returned item is not the product originally supplied.

These exclusions do not apply where they would conflict with your rights under New Zealand consumer law.

Fragrance and Packaging Variations

Fragrance performance and perception can vary depending on skin chemistry, weather, storage, application and individual sensitivity. Personal dissatisfaction with a fragrance’s scent or performance does not necessarily mean that the product is faulty.

Manufacturers may also update packaging, bottle designs, labels, batch codes or formulations. Minor differences that do not affect the product’s authenticity, quality or advertised purpose are not normally considered faults.

Refunds

Approved refunds will be returned to the original payment method wherever possible.

Once the returned product has been received and assessed, we aim to process an approved refund within 2–5 business days. Your bank, card provider, PayPal or Buy Now Pay Later provider may require additional time to make the funds available.

Refund timing may therefore vary depending on your payment provider.

Shipping charges will only be refunded where required by law or where Perfume House agrees that the return resulted from our error.

Promotional Purchases and Gifts

If an item was purchased as part of a promotion, bundle or gift-with-purchase offer, any refund may be adjusted to reflect the conditions of that promotion.

If returning an order means it no longer qualifies for a free gift, the unused gift may also need to be returned. If it is not returned, its advertised value may be deducted from a discretionary refund, where permitted by law.

This does not limit any remedy available for faulty products under the Consumer Guarantees Act.

Sale and Clearance Products

Sale and clearance products are not eligible for change-of-mind returns unless we agree otherwise.

They remain protected by the Consumer Guarantees Act unless a particular fault was clearly disclosed before purchase.

Lost or Delayed Deliveries

If your parcel is delayed or appears to be lost, please contact us so we can investigate with the courier.

A courier delay does not automatically mean the parcel is lost. We may need to allow the courier a reasonable investigation period before arranging a replacement or refund.

If the parcel is confirmed as lost before delivery, we will provide an appropriate resolution.

Returning a Product

Before sending anything back:

  1. Contact us and provide your order details.
  2. Wait for return approval and instructions.
  3. Pack the product securely to prevent damage.
  4. Use tracked shipping when you are responsible for the return.
  5. Keep your tracking receipt until the return is completed.

Perfume House is not responsible for change-of-mind returns that are lost or damaged during return transit.

Consumer Rights

Products sold by Perfume House must meet the guarantees required by the New Zealand Consumer Guarantees Act, including being of acceptable quality, fit for purpose and consistent with their description.

This policy does not exclude, restrict or modify any rights or remedies that cannot legally be excluded. More information is available from New Zealand Consumer Protection.