Refund policy
Alemar fragrances are made in small batches and sold sealed. Because fragrance is a personal product — worn on skin and sprayed through the air you breathe — we do not accept returns or exchanges for change of mind. Please choose carefully before you order.
Change of mind
We do not offer refunds, returns or exchanges if you change your mind, decide a scent isn't for you, or order the wrong item by mistake. This applies whether or not the item has been opened. Once a fragrance has left us we cannot verify how it has been stored or handled, and for hygiene reasons we cannot resell it.
If you are torn between two scents, use the scent finder or write to us before you order. We would far rather help you land on the right one than have you buy the wrong one.
What we always honour
Nothing above affects your rights under the Australian Consumer Law, and those rights cannot be excluded. We will replace or refund an item that:
- arrives damaged or broken
- is faulty, leaking, or not of acceptable quality
- is not the item you ordered
You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.
Making a claim
Contact us through the contact page on this site as soon as you notice a problem, with your order number and a photo. We will reply with what to do next. Where a claim is accepted we cover return postage, and you choose a replacement or a full refund.
Please don't send anything back before contacting us.
Refunds
Approved refunds are issued to your original payment method within five business days of us receiving and inspecting the item. Depending on your bank it can take a few more days to appear on your statement.
Where the refund is because of our error or a faulty item, we refund the original shipping charge as well.
Cancelling an order
If you need to cancel or change an order, contact us straight away. If it hasn't been dispatched yet we will do what we can. Once it is with the carrier we can't recall it.
Alemar Fragrance House